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I have previously received two successful withdrawals through this platform (€180 and €120). Both payments were processed smoothly within approximately 24 hours.

My current payout was requested on April 16, 2026 at 2:16 AM. The current status is April 19, 2026 at 6:07 AM, meaning the payout has been pending for well over 72 hours.

During this time, I contacted support several times. The answers were always similar and not very specific:

Initially, I was repeatedly asked to wait 24–72 hours.

It was then stated that the case would be forwarded to the responsible department because it was taking "longer than usual".

Additionally, I was asked to send an email to the finance department, as they could provide more detailed information.

After the 72 hours had passed, I was once again simply told to continue waiting.

So far I have not received a response from the finance department, even though they were given to me as the direct contact person for more detailed information.

Furthermore, I was informed that the finance department works around the clock (24/7), which is why I expected at least a timely response, but this has not yet happened.

Despite adhering to all stated waiting periods, the status of my payout has not changed. There is still no concrete information regarding the processing status or an expected payout date.

Current status (April 19, 2026, 6:07 AM): The payment is still open/pending and theoretically still can be cancelled, although the announced processing period has already been significantly exceeded.

Even after this deadline has passed, no progress is apparent. Support merely repeats general statements without any concrete results or verifiable status information.

I haven't had any problems with smaller amounts so far, which is why this delay is incomprehensible to me.

Additionally, other users on review platforms like Trustpilot report similar experiences: Initially, payouts go smoothly, but later there are often significantly longer waiting times and a lack of transparent communication.

From a user's perspective, this creates the impression of an opaque processing of payouts, as no progress is apparent despite multiple deadlines being mentioned and support contacts being made.

I request a review of the case, as well as a concrete clarification of the current payment status and a realistic timeframe for payment.

Ich habe bereits zuvor zwei erfolgreiche Auszahlungen über diese Plattform erhalten (180 € und 120 €). Beide Zahlungen wurden innerhalb von ca. 24 Stunden problemlos bearbeitet.

Meine aktuelle Auszahlung wurde am 16.04.2026 um 02:16 Uhr beantragt. Der aktuelle Stand ist nun 19.04.2026 um 06:07 Uhr, somit ist die Auszahlung seit deutlich über 72 Stunden offen.

Während dieser Zeit habe ich mehrfach den Support kontaktiert. Die Antworten waren stets ähnlich und wenig konkret:

Zunächst wurde ich wiederholt gebeten, 24–72 Stunden zu warten

Danach hieß es, der Fall werde an die zuständige Abteilung weitergeleitet, da es „länger als üblich" dauere

Zusätzlich wurde ich aufgefordert, eine E-Mail an die Finanzabteilung zu senden, da diese genauere Informationen liefern könne

Nach Ablauf der 72 Stunden erhielt ich erneut lediglich die Aussage, ich solle weiterhin warten

Bislang habe ich keine Antwort von der Finanzabteilung erhalten, obwohl mir dies als direkter Ansprechpartner für genauere Informationen genannt wurde.

Zudem wurde mir vermittelt, dass die Finanzabteilung rund um die Uhr (24/7) arbeitet, weshalb ich zumindest mit einer zeitnahen Rückmeldung gerechnet habe, was bisher jedoch nicht erfolgt ist.

Trotz Einhaltung aller genannten Wartezeiten hat sich der Status meiner Auszahlung nicht verändert. Es gibt weiterhin keine konkrete Auskunft zum Bearbeitungsstand oder einen voraussichtlichen Zeitpunkt der Auszahlung.

Aktueller Stand (19.04.2026, 06:07 Uhr): Die Auszahlung ist weiterhin offen/pending und theoretisch noch stornierbar, obwohl die angekündigte Bearbeitungsfrist bereits deutlich überschritten wurde.

Auch nach Ablauf dieser Frist ist kein Fortschritt erkennbar. Der Support wiederholt lediglich allgemeine Aussagen ohne konkrete Ergebnisse oder nachvollziehbare Statusinformationen.

Bislang hatte ich bei kleineren Beträgen keine Probleme, weshalb diese Verzögerung für mich nicht nachvollziehbar ist.

Zusätzlich berichten auch andere Nutzer auf Bewertungsplattformen wie Trustpilot von ähnlichen Erfahrungen: Anfangs verlaufen Auszahlungen problemlos, später kommt es jedoch häufig zu deutlich längeren Wartezeiten und fehlender transparenter Kommunikation.

Aus Nutzersicht entsteht dadurch der Eindruck einer intransparenten Bearbeitung von Auszahlungen, da trotz mehrfacher Fristnennungen und Supportkontakte kein Fortschritt erkennbar ist.

Ich bitte um eine Prüfung des Falls sowie um eine konkrete Klärung des aktuellen Auszahlungsstatus und eines realistischen Zeitpunkts für die Auszahlung.

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 User136141031,

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 on the complaint:

On the recommendation of support, I also contacted the finance department via email to obtain more detailed information about the status of my payout.

However, I have not yet received a response from the finance department.

Even in the live chat, I was once again simply advised to contact the finance department, without being given any concrete information about the processing status or internal clarification.

Currently, I am not receiving any concrete information about the status of my payout from either support or the responsible finance department.

Update zur Beschwerde:

Auf Empfehlung des Supports habe ich zusätzlich die Finanzabteilung per E-Mail kontaktiert, um genauere Informationen zum Status meiner Auszahlung zu erhalten.

Bislang habe ich jedoch keine Antwort von der Finanzabteilung erhalten.

Auch im Live-Chat wurde ich erneut lediglich darauf verwiesen, die Finanzabteilung zu kontaktieren, ohne dass mir ein konkreter Bearbeitungsstatus oder eine interne Klärung mitgeteilt werden konnte.

Damit erhalte ich aktuell weder vom Support noch von der zuständigen Finanzabteilung eine konkrete Auskunft zum Stand meiner Auszahlung.

I contacted support again and received the following response:

"At the moment, no action is required on your part. We simply ask for your patience and understanding regarding such delays in withdrawals. We are doing our utmost to resolve the situation."

Even after more than 80 hours of waiting, I still haven't received any concrete information about the processing status, the reason for the delay, or a timeframe.

Instead, I am once again simply asked for patience, without any progress being apparent.

Ich habe den Support erneut kontaktiert und folgende Antwort erhalten:

„At the moment, no action is required on your part. We simply ask for your patience and understanding regarding such delays in withdrawals. We are doing our utmost to resolve the situation."

Auch nach mittlerweile über 80 Stunden Wartezeit erhalte ich weiterhin keine konkrete Information zum Bearbeitungsstand, zum Grund der Verzögerung oder zu einem Zeitrahmen.

Stattdessen werde ich erneut lediglich um Geduld gebeten, ohne dass ein Fortschritt erkennbar ist.

Dear User136141031 and Casino Guru,

Thank you for bringing player's concern to our attention. We remind the player that withdrawals are processed in accordance to the Ybets Terms and Conditions:

8.9. Withdrawal processing times depend on the payment providers and methods Players use. Usually it can take up to 72 hours but not limited. Once a withdrawal has been processed successfully and released, a time period will apply depending on the payment method being used.

Since the processing time has partially fallen on the banking weekend, as it involves the banking system, it may slightly extend the normal processing time, which we are unable to influence due to involvement of third parties in the transaction. Currently, the processing is ongoing and expected to conclude shortly.

Respectfully,

Ybets Casino Representative.

Thank you for your response.

However, I would like to point out a clear inconsistency in the explanation provided by the casino.

As of 20.04.2026, my withdrawal is still marked as cancellable in my account. This indicates that the withdrawal has not yet been approved internally and has not been forwarded to any payment provider or banking system.

Because of this, the explanation referring to possible delays caused by the bank or external payment providers does not appear applicable at this stage. The transaction is still entirely within the casino’s internal processing phase.

Additionally, I have been repeatedly advised to wait "24–72 hours," yet the withdrawal has remained in the same status for several days without any visible progress or concrete update.

To support this, I have provided screenshots showing:

The email from the finance department dated April 19th (16:22), confirming that the withdrawal is being processed and that there are no issues.

The current status on April 20th, where the withdrawal is still marked as cancellable and has not been approved.

This demonstrates that there has been no visible status change despite the previous confirmation.

Given that:

no issues have been reported with my account,

the withdrawal is still pending internal approval,

and no transition to the payment provider has occurred,

I would kindly request a clear and specific clarification on:

Why the withdrawal has not yet been approved internally, and

At which exact stage of the internal process the request is currently located.

At this point, the lack of transparency combined with repeated generic responses is understandably concerning.

I kindly ask CasinoGuru to review this inconsistency and follow up with the casino regarding the internal delay, as the current explanation does not reflect the actual status of the withdrawal.

Dear User136141031 and Casino Guru,

It is correct and expected behavior of the website to keep cancelation of withdrawal available until the transfer is finalized. This is done since the funds are owned by players and we are not able to refuse access to them without due cause. As such, the player can access funds at all times by either canceling a withdrawal or receiving it. If the cancelation comes during processing, we immediately return the funds to player's balance and notify the payment processing partner to terminate the transaction, which is possible until it is finalized, which is when the cancelation option disappears from player's wallet.

We also wish to note that 24-72 hours, advised by the financial team, is the expected timeframe for most transactions, which aligns with the aforementioned Terms, however, it is in no way the absolute maximum timeframe, which is noted in both email and Terms. As such, we currently see no discrepancies between the provided information, published Terms and current processing.

To provide additional information, the transaction has been successfully completed by now, in line with the standard withdrawal procedures. We thank the player for their patience during this time.

Respectfully,

Ybets Casino Representative.

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

Dear User136141031,

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