FijiCasino - Ο παίκτης πιστεύει ότι η ανάληψή του καθυστέρησε.

Dear Casino Guru Team,

I would like to file a complaint regarding a delayed withdrawal.

On 4 March 2026 at 12:59, I requested a withdrawal of €1,500 to my Skrill account. According to the casino’s Terms and Conditions, withdrawals are processed within a maximum of 24 hours. This time limit has now passed.

The casino support team keeps telling me that delays can sometimes occur and that the payment provider may be responsible. However, as shown in my screenshot, the withdrawal is still marked as "Processing."

Another unusual issue is that the withdrawal amount still appears in my account balance. In my experience with many online casinos, the amount normally disappears from the playable balance once a withdrawal request is made.

My account is fully verified, and the support team has already confirmed that all my documents were approved.

I also noticed that other casinos operated by the same company have received complaints about delayed withdrawals within the stated 24-hour timeframe, which raises additional concerns.

I would therefore kindly ask the Casino Guru team for assistance in resolving this matter.

Kind regards 

Cirolino

(and please note that I am living in switzerland, not germany)

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Dear Cirolino2026,

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

Yes, thank you for your explanation. I'm familiar with this from other complaints. However, what I just noticed when I refreshed the casino's website is that my withdrawal has been updated with a new date and time: today, March 6th, at 12:15 PM. I wasn't even online at that time. So the casino is simply changing the time when I supposedly made a withdrawal. Do you find that ethically sound? Or acceptable from a business perspective?

Ja danke für Ihre Erklärung. Das kenne ich ja von anderem Beschwerden. Was ich allerdings gerade gesehen habe, als ich die Seite bei dem Casino aktualisiert habe, dass meine Auszahlung aktualisiert worden ist mit einem neuen Datum und einer neuen Uhrzeit und zwar heute 6. März 12:15 Uhr. Zu diesem Zeitpunkt war ich überhaupt nicht online. Also das Casino macht einfach eine neue Zeit wo ich angeblich eine Auszahlung getätigt haben soll. Finden Sie das ethisch korrekt? Oder im geschäftlichen Sinne?

And now the casino is claiming there was a technical problem with Skrill. That's nonsense.

Und jetzt schreibt das Casino, dass es angeblich eine technische Störung bei Skrill gab. Das ist Blödsinn.

Dear Player and Casino Guru Team,

Thank you for bringing this matter to our attention.

First, we would like to clarify that the timeline may appear confusing because the player’s initial withdrawal request had to be canceled due to a payment-related issue. In order to proceed correctly, the player was asked to initiate a new withdrawal request, which is why two different dates may appear in the account history. The processing time always applies to the active withdrawal request, not to a request that has been canceled and replaced.

Regarding the balance visibility mentioned by the player, we would also like to clarify that on our platform the withdrawal amount is not deducted from the playable balance until the withdrawal has been fully approved. This is a standard system behavior on our website and may differ from other casinos where the balance is locked immediately after a withdrawal request is placed.

Furthermore, it is important to note that the player continued playing after the withdrawal request was submitted, and the available balance on the account has since been fully used in gameplay. As a result, there is currently no remaining balance available for withdrawal.

With regard to the concerns about delays, we would also like to emphasize that withdrawals may occasionally require additional processing time due to routine internal procedures, including compliance checks, security verification, and payment confirmation with our payment service providers. These checks are a standard part of our operations and are necessary to ensure safe and secure transactions for all players. For security and fraud-prevention reasons, the details of these procedures cannot be disclosed.

We want to reassure both the player and Casino Guru that we operate with a 100% payout policy, and all legitimate withdrawals are processed in full accordance with our Terms and Conditions.

Should the player require any further clarification, our support team will be happy to assist.

-The Fiji Casino Team

What they're writing is ridiculous. I requested a payout on March 4th at 12:59 PM, and they themselves state in their terms and conditions and throughout the text that payouts are approved within 24 hours.

Nothing happened on March 5th. Support was completely unable to help me. And today, March 6th, they suddenly said there were problems with the payout and that I should request it again.

The problem was that I couldn't withdraw again, since the first withdrawal was still blocked in your system.

They invented some excuse again for why something wasn't working, and quite frankly, if they advertise a 24-hour payout, then they should stick to it. I wouldn't have minded a one-day delay, but two days?

And their payout policy is a joke. Imagine a player has €1500 in their account and has requested a withdrawal of €1500. The player then continues playing and their balance drops to €1000 while you're approving the withdrawal. As a casino, you then cancel the payout because the player's balance just dropped to €1000 at that precise moment. Two minutes later, the player might have won €1000 more. Then the player has to request the withdrawal again.

I waited two days for it to be correct, or rather 2.5 days, and then, to be honest, I no longer wanted to be misled by you.

I personally visited your casino last time and will write a review about it.

Das was sie schreiben ist lächerlich. Am 4. März um 12:59 Uhr habe ich die Auszahlung beantragt und sie schreiben selbst in ihren AGBs und Verben überall damit das Auszahlungen innerhalb von 24 Stunden genehmigt werden.

Am 5. März ist gar nichts passiert. Der Support konnte mir überhaupt nicht weiterhelfen. Und heute am 6. März hiess es auf einmal, dass das Probleme bei der Auszahlung gab und ich diese bitte noch mal erneut veranlassen sollte.

Das Problem war aber, dass ich nicht noch mal auszahlen konnte, da ja bereits die erste Auszahlung immer noch in Ihrem System blockiert war.

Es wurden wieder irgendwelche Gründe erfunden, warum irgendetwas nicht funktioniert und ganz ehrlich, wenn sie mit einer 24-stündigen Auszahlung werben, dann sollten Sie sich auch dran halten. Ich hätte nichts dagegen gehabt, wenn sich das um einen Tag verzögert, aber um zwei Tage?

Und ihre Auszahlung Politik ist ein Witz. Stellen Sie sich vor ein Spieler hat 1500 € auf dem Spieler Konto und hat eine Auszahlung von 1500 € gemacht. Jetzt spielt der Spieler aber weiter und fällt runter auf 1000 € während sie die Auszahlung genehmigen. Dann brechen Sie als Casino die Auszahlung ab, weil der Spieler genau in der Sekunde gerade mal als Beispiel auf 1000 € runtergefallen ist. 2 Minuten später hat der Spieler aber vielleicht 1000 € mehr gewonnen. Dann muss der Spieler die Auszahlung wieder erneut hinterlegen.

Ich habe zwei Tage gewartet, dass es richtig beziehungsweise 2.5 Tage und hatte dann ehrlich gesagt keine Lust mehr, mich weiterhin von Ihnen hinters Licht führen zu lassen.

Ich persönlich war das letzte Mal bei Ihnen im Casino und werde auch noch eine entsprechende Bewertung darüber schreiben.

Dear Cirolino2026,

Thank you for your response and for sharing your perspective regarding the withdrawal process.

The casino representative has informed us that after the withdrawal request was submitted, additional gameplay took place and the remaining balance on the account was subsequently used during gameplay. As a result, according to the casino, there is currently no balance left available for withdrawal.

Could you please confirm whether this information is correct? Specifically, could you clarify if the funds that were originally intended for withdrawal were eventually played with and if there is currently no remaining balance available in your casino account?

Your confirmation will help us better understand the situation and determine how we can proceed with the complaint.

Thank you in advance for your cooperation.

Karla

Dear Cirolino2026,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Cirolino2026,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.