CasinOK Casino - Изтеглянето на печалбите е забавено.

Complaint Title:

CasinOK stalling €12,010 withdrawal following major €9,000 live game win despite 1-year compliant account history

Disputed Amount:

€12,010

Description of the Problem:

I am filing this formal complaint against CasinOK (Ryker B.V.) to request immediate intervention regarding three unfulfilled crypto withdrawal requests totaling €12,010 (€9,060 + €2,700 + €250) requested on August 25–26, 2026.

I have been an active, fully verified player at CasinOK for over a year with a history of successful small payouts. On August 25, 2026, I won €9,000 on Evolution’s Lightning Storm live show. On that exact same day, the casino successfully processed and paid out a smaller €2,100 BTC withdrawal to my wallet without any issues.

However, immediately following my large win, all high-value withdrawals were frozen in processing and locked with the system message ⁠WITHDRAW_CANNOT_BE_CANCELED*⁠.

Key Evidence of Bad Faith & Compliance:

1. Successful Payout History on Same Day: My transaction ledger proves that a €2,100 BTC withdrawal was marked as "Success" on August 25, 2026, proving that my identity, crypto payment path, and account standing are 100% verified and operational.

2. Explicit Payment Support Clearance: On August 31, 2026, Payment Representative "Gwen" confirmed on live chat: "No, there is nothing wrong on your end, and your withdrawal will be processed soon."

3. Official Admission Funds Are Safe: In support communications on September 1, 2026, the casino explicitly stated: "your funds are safe and will not be lost," while simultaneously refusing to provide any timeframe or concrete explanation for the delay.

4. Intentional Circular Email Loops: Support agents continuously send automated template replies telling me to email compliance, while compliance sends automated bot replies referring me back to support, avoiding any concrete payout resolution.

The operator is acting in clear bad faith by automatically releasing small payouts while holding a legitimate €12,010 balance behind endless holding templates.

My balance remains untouched in my cashier. I request Casino Guru’s assistance in contacting CasinOK management directly to release my full €12,010 balance.

Important notice:

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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 Ajayrai,

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

UPDATE (01/09/2026): CasinOK has just rejected my €9,060 BTC withdrawal request and returned the money to my account balance, which now sits at €9,062.69. I am leaving this full balance completely untouched. This confirms they are attempting to avoid processing the withdrawal directly."

UPDATE (01/09/2026): The casino's single-transaction limit is €15,000. Having successfully withdrawn €4,950 today, my remaining balance is €7,062.69. I am keeping this full balance untouched in my account and will re-submit the request tomorrow."

UPDATE (01/09/2026):

According to CasinOK's main profile on Casino Guru, the published crypto withdrawal limit is USDC 250,000 per month (USDC 100,000 per week).

However, support emailed me claiming a lower monthly limit because my initial deposit was made via Apple Pay. Even under a tighter fiat-style limit, my total 30-day withdrawals equal ~€14,456, which explains why the automated cashier temporarily paused my requests today.

The casino confirmed in writing that my account is clear and instructed me to request €1,951 EUR on September 6, 2026, as older August withdrawals clear out of the 30-day window. My remaining €7,062.69 balance sits untouched in my cashier, and I will submit the requested €1,951 installment on September 6. Please keep this mediation ticket active until the full balance is paid out.

Dear Ajayrai,

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 Ajayrai,

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.