Cactus Casino - El jugador cree que el reintegro se ha retrasado.

Dear Casino.Guru Complaints Team,

I am submitting this complaint regarding Cactus Casino, where I have been an active player for nearly 2 years. My account was fully KYC verified months ago, and I have successfully completed dozens of deposits and withdrawals on this platform without any issues.

Regarding my recent withdrawal request of 68.51 AZN, the casino has engaged in a step-by-step stalling process:

1. Turnover Completion: Upon requesting the payout, I was asked to complete a 3x deposit turnover, which I fulfilled in full.

2. Re-verification Approved: Right after the turnover was completed, they requested a re-verification (KYC). I provided the requested documents, and the KYC was successfully approved.

3. Status Marked as Completed: Once both the wagering and KYC requirements were satisfied, the withdrawal status on their website was officially marked as Completed.

4. Missing Funds & Statement Loop: Despite the Completed status, 6 days have passed and no money has arrived in my bank account. Instead of investigating the missing payout, support agents continuously ignore my submitted bank statements and reset the conversation to ask for the exact same document over and over again.

Subjecting a long-term player—who has already completed the turnover, passed the re-verification, and received a Completed status—to endless document loops for a minor payout is a clear violation of fair-play standards.

I kindly request Casino.Guru to step in, put an end to Cactus Casino’s delay tactics, and compel them to release my 68.51 AZN payout immediately.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Elcin1964,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

Thank you for your patience while we looked into your withdrawal request.

Due to technical issues on the payment provider's side, we were only able to process a payout of 45 AZN. The remaining amount has been credited back to your casino balance.

You are welcome to submit a new withdrawal request for the remaining funds using an alternative payment method available in your cashier. We sincerely apologize for the inconvenience.

Best regards,

Cactus Casino Team

One must truly applaud Cactus Casino for this "brilliant" financial strategy!

After stalling my payout of 68.51 AZN for weeks, demanding a 3x wagering requirement, forcing me through a secondary KYC verification, and trapping me in a bank statement loop, their ultimate solution is truly remarkable: they split the payout, sent 45 AZN to my card on August 25, and returned the remaining 23.51 AZN back to my gaming balance with a note to "withdraw using another method."

Upon accessing the cashier, it turns out that the only alternative method provided is Crypto, which conveniently has a minimum withdrawal limit set to 50 AZN!

The scheme is obvious, and even a child could spot this trick: the remaining 23.51 AZN cannot be withdrawn because it fails to meet the 50 AZN minimum threshold. The casino is effectively forcing me to either deposit more funds to reach the limit or gamble away the remaining 23.51 AZN until it is lost.

Subjecting a loyal player of nearly 2 years to such petty traps just to withhold a small remaining balance of 23 AZN is a blatant violation of fair-play standards.

After all these cheap tactics, I have zero intention of depositing another penny into Cactus Casino. I demand the casino representative to either process the payout of the remaining 23.51 AZN directly to my bank card or provide a clear, restriction-free payout option without requiring any additional deposits.

Furthermore, I kindly request the Casino.Guru team to evaluate the casino's true motives behind this artificial barrier and assist me in enforcing this fully justified request.

Dear Cactus Casino Team,

Thank you for joining the complaint and for providing clarification regarding the player's withdrawal.

We understand that, due to technical issues with the payment provider, 45 AZN was successfully paid to the player, while the remaining 23.51 AZN was returned to their casino balance.

However, according to the player, the only alternative withdrawal method currently available is cryptocurrency, which has a minimum withdrawal amount of 50 AZN. Consequently, the player is unable to withdraw the remaining 23.51 AZN without adding further funds.

Could you please advise how this situation can be resolved? We appreciate your cooperation and look forward to your response.

Best regards,

Jean

Hello,

Unfortunately, we are unable to process withdrawals for amounts under 50 AZN due to restrictions set by the payment providers.

To be able to withdraw your remaining balance, you can either continue playing to reach the minimum withdrawal threshold of 50 AZN, or make a minimal deposit to bring the total balance above the required minimum limit and request a payout.

Best regards,

Cactus Casino Team

Dear Casino Guru Team,

Thank you for your ongoing support.

Please note that the initial payout was arbitrarily split by Cactus Casino purely out of self-interest, creating this artificial remaining balance in the first place. 

As someone who has deposited thousands into online casinos, this small amount has zero financial significance to me. This is purely a matter of principle. When Cactus Casino shows complete disrespect for its players and, above all, degrades its own self-respect through such cheap tactics, there is absolutely no reason for me to show any respect to Cactus Casino.

I strongly object to being forced into additional risk or deposits due to a scenario created solely by the casino. I kindly ask you to take this into account when making your final decision.

Thank you.

Dear Jean, please note that the above represents my personal views, and I will fully accept and comply with whatever decision you make.

Dear Elcin1964,

Thank you for your patience and cooperation throughout the complaint.

We understand your frustration, particularly since the original withdrawal of 68.51 AZN was above the minimum withdrawal limit and the remaining 23.51 AZN resulted from the payment provider being unable to process the full amount.

However, based on the information available, no funds have been confiscated or lost. The casino successfully paid 45 AZN, while the remaining 23.51 AZN was returned to your playable balance. Unfortunately, we cannot hold the casino responsible for a technical limitation or failure on the payment provider's side, nor can we require the casino to process a withdrawal below the minimum limits imposed by its available payment providers.

We agree that the situation is inconvenient and understand why you do not wish to make another deposit or continue playing. Nevertheless, since your remaining funds are still available in your casino account and we have no evidence that the casino intentionally withheld or confiscated them, we do not have sufficient grounds to penalize the casino in this case.

For these reasons, we will now close the complaint.

Thank you for your understanding, and I am sorry we could not provide a more satisfactory resolution in this particular situation.

Best regards,

Jean