Casea Casino - La retirada del jugador se retrasa considerablemente.

Dear Casino Guru Team,

I am filing a complaint against Casea Casino regarding a withdrawal request of 200,000 HUF that has been pending for 19 days. I deposited using my Neteller Mastercard and requested the withdrawal to the same method. My account is fully verified, and I have violated no terms.

On July 29, 2026, the casino support (György) explicitly confirmed via email that my account is fully verified and no further KYC documents are required from my side.

However, after I sent a formal request for escalation, the casino replied on July 30, 2026, shifting their narrative. They cited Terms and Conditions clause 6.16, claiming they are delayed due to "verifying identity and source of funds"—completely contradicting their email from the previous day.

The casino is clearly using stall tactics and delaying my funds without any legitimate, specific reason. I kindly request Casino Guru’s assistance in intervening and urging Casea Casino to process my Neteller withdrawal immediately. I can provide the full email chain as evidence.

Thank you for your help.

Márton

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casea Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Have you made any previous successful payouts from the casino?
• Did the casino request any documents from you to complete the verification process since they referred to Rule 6.16? Have you submitted any documents already?
• Did you achieve your current balance with the help of a bonus?
• If there is any further evidence or communication, send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Thomas!

I would like to confirm that I have successfully received the funds, which took almost two weeks. I sent you a notification about this earlier, but it seems that you may not have received it or sent it to the wrong address. I apologize for any misunderstanding and thank you for your assistance. However, I must note that this payout process is extremely slow. It gives the impression that the delay is intentional, encouraging players to lose their money to the system before the payout is processed.

Thank you for taking my case. I would like to quickly update you on developments and answer your questions directly:

Account access: Yes, my account is fully accessible, I can log in.

Previous withdrawals: No, I have not had a successful withdrawal from this casino before.

Verification Documents: No documents were requested. Customer service specifically confirmed via email on July 29th that my account was fully verified and no further KYC was required. Their reference to Rule 6.16 on July 30th was just a general time-wasting tactic.

Bonus money: No, I reached my balance from my own deposited money, without any active bonuses.

(Note: I have just won another 150,000 HUF and requested a new withdrawal. It is currently within the legal processing time, but if they start stalling again for weeks, I will reach out to you guys).

Best regards,

Martin

Kedves Tomas!

Ezúton szeretném megerősíteni, hogy sikeresen megkaptam a pénzeszközöket, amelyek közel két hetet vettek igénybe. Korábban küldtem erről értesítést, de úgy tűnik, hogy esetleg nem kaptad meg, vagy rossz címre küldtem. Elnézést kérek az esetleges félreértésért, és köszönöm a segítségedet. Meg kell azonban jegyeznem, hogy ez a kifizetési folyamat rendkívül lassú. Azt a benyomást kelti, hogy a késedelem szándékos, ami arra ösztönzi a játékosokat, hogy a kifizetés feldolgozása előtt elveszítsék a pénzüket a rendszer számára.

Köszönöm, hogy kézbe vetted az ügyemet. Szeretnélek gyorsan tájékoztatni a fejleményekről, és közvetlenül válaszolni a kérdéseidre:

Fiók-hozzáférés: Igen, a fiókom teljesen elérhető, be tudok lépni.

Korábbi kifizetések: Nem, korábban még nem volt sikeres kifizetésem ebből a kaszinóból.

Hitelesítési dokumentumok: Nem kértek semmilyen dokumentumot. Az ügyfélszolgálat július 29-én e-mailben kifejezetten megerősítette, hogy a fiókom teljesen hitelesített, és nincs szükség további KYC-re. A július 30-i utalásuk a 6.16-os szabályra csak egy általános időhúzó taktika volt.

Bónusz pénz: Nem, az egyenlegemet a saját befizetett pénzemből értem el, aktív bónuszok nélkül.

(Note: I have just won another 150,000 HUF and requested a new withdrawal. It is currently within the legal processing time, but if they start stalling again for weeks, I will reach out to you guys).

Best regards,

Márton

Dear Fggghz,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru