Win.Bet Casino - El jugador afirma que el pago se ha retrasado.

Dear Casino Guru Team,

Based on the reviews here and on Trustpilot, I have a bad feeling about my withdrawal from this casino. All the reviews are from new accounts that have only reviewed this one casino.

To ensure the process is as open and transparent as possible, I would like to file a complaint now to show the casino how important transparency is to me.

I registered at this casino on April 14, 2026. I deposited €500 via Apple Pay and won almost €5,000 over several hours. I couldn't withdraw this amount due to technical problems. Suddenly, the casino told me I needed to verify my identity and send the documents by email.

I took care of that immediately. Now the casino is taking its time to review these documents, and support keeps saying the same things.

Due to the communication and the "new" reviews, I have a negative feeling and am worried about not getting my money back.

Liebes Casino Guru Team,

aufgrund der Bewertungen hier und bei Trustpilot habe ich ein negatives Gefühl über meine Auszahlung bei diesem Casino. Alle Bewertungen stammen von neuen Accounts die nur dieses Casino bewertet haben.

Um den Prozess so offen und transparent zu gestalten. Möchte ich jetzt eine Beschwerde einreichen um den Casino zu zeigen wie wichtig mir die Transparenz ist.

Am 14.04.2026 habe ich mich in diesem Casino registriert. 500€ per ApplePay eingezahlt und knapp 5000€ über mehrere Stunden gewonnen. Ich konnte diesen Beitrag nicht auszahlen aufgrund technischer Probleme. Plötzlich meinte das Casino ich soll mich verifizieren und die Dokumente per Mail versenden.

Das habe ich auch umgehend erledigt. Jetzt lässt sich das Casino Zeit diese Dokumente zu prüfen und der Support sagt immer dieselben Dinge.

Aufgrund der Kommunikation und der „neuen" Bewertungen habe ich ein negatives Gefühl und die Sorge mein Geld nicht zu erhalten.

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 Kronos1995,

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

For context, I deposited €500 and played without a bonus.

When I tried to withdraw the money, I was asked to verify my account. I complied immediately and sent the photos.

Support said the verification would be completed within 72 hours at the latest. Nothing happened, the 72 hours have passed, and support says they are waiting for feedback from the security department.

The casino is behaving very unprofessionally and is trying to unnecessarily prolong the payout process.

Zur Einordnung ich habe 500€ eingezahlt und ohne Bonus gespielt.

Als ich das Geld auszahlen lassen wollte, wurde ich angewiesen mein Konto zu verifizieren. Dieser bitte ich umgehend nachgekommen und habe die Fotos versendet.

Es hiess vom Support die Verifizierung wird in 72 Stunden spätestens abgehandelt sein. Nichts ist passiert, die 72 Stunden sind verstrichen und der Support sagt sie warten auf Feedback vom Security Department.

Das Casino verhält sich sehr unseriös und probiert die Auszahlung unnötig in die Länge zu ziehen.

Despite multiple exchanges with support, no help is in sight. They keep saying the security department is working on it.

It seems I'll never see my money again.

No reputable casino needs more than 4 days to review 4 photos.

The casino keeps giving the same generic answers.

Nach mehrfachen Austausch mit dem Support ist auch keine Hilfe in Sicht. Es heißt immer nur das Security Department ist an der Sache dranne.

Anscheinend werde ich wohl mein Geld nie sehen.

kein seriöses Casino braucht mehr als 4 Tage um 4 Fotos zu prüfen.

es kommen immer wieder nur dieselbe generischen Antworten vom Casino.

Update: Day 6 and still not verified. Always the same excuses.

Update: Tag 6 und immer noch nicht verifiziert. Immer dieselben Ausreden.

Update on day 8: I just received an email saying I need to submit new photos. I complied immediately. Let's see what happens now and how long it takes.

Update am Tag 8 ich bekam eben eine Mail dass ich neue Fotos einreichen muss. Dieser bitte ich sofort nachgekommen. Schauen was jetzt passiert und wie lange es dauert

After 9 days I was verified and was able to withdraw on the same day, unfortunately only via crypto.

The casino is reputable regarding payments but unnecessarily extends the verification period to 9 days.

Thanks everyone. This can be closed.

Nach 9 Tagen wurde ich verifiziert und konnte am selben Tag auszahlen, leider nur per crypto.

casino ist seriös was Zahlungen betrifft aber verlängert unnötig die Verifizierungsdauer auf 9 Tage.

Danke an alle. Kann geschlossen werden.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kronos1995,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla