Casiny Casino - Тегленето на играча се забавя.

I recently joined Casiny and was initially impressed by the platform. After securing some early wins, I initiated a withdrawal to test the process. As requested, I completed the KYC verification immediately. My account was successfully fully verified within 12 hours.

The Issue:

Despite being fully verified, my withdrawal has remained in "Pending" status for over 3 days. I have contacted Support multiple times and have been repeatedly told that the matter is "with the Finance Team." While I was informed that my case was "escalated," I have received no timeline for resolution and no proactive updates.

Does anyone know what steps I can take to have this actioned?

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.

Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Thank you for your reply.

​My account is fully verified; however, I am becoming increasingly frustrated with the support process.

I have been repeatedly told by the Operations team to expect an update within 24 hours, yet each deadline passes without communication. This repetitive cycle makes it feel as though my concerns are being intentionally delayed rather than resolved.

​It is disappointing, as a seamless experience would have encouraged my continued use of the platform. At this stage, my primary focus is the successful withdrawal of my funds.

​I will keep you posted on any further developments.

Hello Nullabox,

Thanks for raising this here. We have checked your account and can confirm your KYC is almost complete. The only remaining requirement is proof of payment, which is needed to finalise the verification checks.

To move this forward, we still need proof of payment to complete the final KYC step. We have also flagged your pending withdrawal with our relevant team so it can be reviewed. For privacy, please avoid sharing personal details publicly. If you need help submitting the document, contact us via live chat or email [email protected] and we will guide you through the next step as soon as possible.

Casiny Team

Hi Casiny,

Thanks for the reply!

On the 5/01/26. Igor from the Finance Department explicitly instructed me to resubmit my withdrawal, stating it would be processed "straight away." (Attached screen shot"

I have been told multiple times by support that crypto withdrawals do not require proof of payment, yet the funds remain "processing"

For the past 8 days, I have contacted support daily and have been told the matter is "escalated" and would be resolved within 24 hours. None of these 24-hour deadlines have been met.

I have fulfilled every requirement on my end. At this stage, "escalating" the ticket is no longer an acceptable response.

Why are Igor's instructions not being followed? Can I please just have my withdrawal request finalised?

Look forward to your response.

Thanks!

Hello Nullabox, thank you for the update.

We can confirm your withdrawal has now been processed and paid out earlier today. We are sorry for the delays and the back and forth you experienced while this was being resolved. If you have any further questions or need assistance with anything else on your account, please reach out via live chat or email [email protected] and our team will be happy to help.

Casiny Team

Dear Casiny Casino representative,

Thank you very much for reaching out to us and assisting the player.

Dear Nullabox,

Have you received your winnings in the meantime? Please keep us informed about any developments. Thank you for your cooperation.

Dear Nullabox,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru