CasinoJAX - El retiro del jugador se ha retrasado.

I have been waiting for my payout since May 26, 2025. I always get the same answer: my payout has been processed, but nothing has happened.

ich warte seit dem 26.05.2025 auf meine auszahlung ich bekomme immer die selben antworten meine auszahlung wurde bearbeitet werden aber es passiert nichts . 

Dear Uweuwe97, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with CasinoJAX. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you made any successful withdrawals before?  
• Did you use the same payment method to make deposits?
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good day,

My account is fully verified. I received winnings after wagering the bonus. I also deposited with Mitfinity. Unfortunately, I have never withdrawn from this casino.

Guten Tag,

mein Konto ist vollständig verifiziert. Ich habe die Gewinne nach der Bonusumsetzung erzielt. Außerdem habe ich mit Mitfinity eingezahlt. leider habe ich noch nie auf diesen casino ausgezahlt

Thank you very much for your reply, Uweuwe97. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, Uweuwe97, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Uweuwe97,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite CasinoJAX representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

thank you very much ❤

vielen dank ❤

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Uweuwe97,

can you please give us an update? Have you received your withdrawals?

Hello no I have not received my payout

Guten Tag nein ich habe meine Auszahlung nicht erhalten

Dear Uweuwe97,

I am truly sorry to hear that!

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the gaming authority. The casino is regulated by Curaçao (GCB) and can submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at martina.b@casino.guru

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Martina Bennett