The finance department is very slow

I am filing a complaint regarding three instant bank transfers that were successfully completed from my bank account but never credited to my casino account.

Total amount: 800 EUR

Here are the exact details confirmed by my bank:

300 EUR – instant transfer received on 15/12/2025 at 20:08

200 EUR – instant transfer received on 15/12/2025 at 20:40

300 EUR – instant transfer received on 16/12/2025 at 17:34

The beneficiary confirmed by my bank is CYBERION SOLUTIONS LIMITED.

There were no rejections, no errors, and the funds were successfully received.

Since Monday, I have contacted the casino support daily via live chat, but I only receive generic responses such as “we will get back to you by email”.No email, no explanation, and no solution have been provided so far.

I am a VIP player, and this situation has caused significant stress and inconvenience.

Until this issue is resolved, I have stopped making any further deposits.

I am requesting:

Immediate credit of the 800 EUR, or

A clear written explanation with a defined resolution timeframe.

I have attached all bank transfer confirmations as evidence.

Hello, I played for a few months on this casino.

Since then withdrawals been processed smoothly, and I've no problem before with it.

But now, I''ve ask for 3 withdraws last week so in september, 75€ the 22th, 60€ the 23th, and 50€ the 24th.

And I deposited again since then, and I've 259.9€ in my real balance waiting to be claim as a withdraw but the casino as a rule of 3 max withdraw at the same time so I can't claim also this winning. So the first withdrawal as been ask 7 business days ago, and it says it should be processed within 3 business days (so maximum 3 bdays if I understand well).

I've asked two times the chat support to see what's happens, but they keep saying they check with the financial service without anything more. I've also contact my VIP contact on telegram, but she said she can't help with this problem.

So here I am, i want to be paid as it should be.

Thanks for your help.

Best regards

Well, now it takes more time. They promised 1-3 days and I am on my 7th day now. I can see people are complaining alot in september for this casino. Closing their account and doesn't pay out winnings. They say the money is safe and it will come. But now I think they only delay it on purpose. The withdrawal is 11800kr. I got my first 5000kr in 5days, I am using the same information and same withdrawal method, I can't understand why this one is taking longer when it's all the same. But it almost seemed like it was only to get me to «trust» them to put in more money. Can you please help me?

Good day, I made some money monday night, I made a withdraw for 5000kr, they said it took 1-3 buinees days. On Friday evening the money still havent come to my revolut. Now I have made another withdraw for 4400kr and start wondering if this is a scam and I will never get the money I have won. I have put some money into the casino to win it, so it feels very bad to loose the money without getting the money i have won out.

Hello,

I won 7500PLN in StoneVegas and submitted three withdrawals (via Skrill) of 2000PLN (as this is the maximum amount of active withdrawals and amounts that can be submitted) with 1500PLN still in my account. The winnings were from a deposit bonus that I have fully wagered. The withdrawals were submitted 16, 17 and 18.07.2025. Since then (so over 12 working days and overall almost three weeks) there has been no action on their part, the withdrawals still have "under review" status. I checked my account and it says "It looks like your account does not require verification. Enjoy our games!", and in any case no one contacted me about any documents or any issues they might have with the payment provider.

I tried the live chat a few times and wrote two e-mails as well within that period of time and it's always them saying something like "Our financial department is aware of the situation, and due to the high volume of requests, payouts may experience some delays." I am not sure how many requests they have but the casino terms and conditions state the withdrawals are worked through within 3 working days so 12 working days seems a bit excessive given that I have received no clear information whatsoever on what's going on. I would appreciate your help in resolving the matter.

This Casino seems to not pay out. I won 1648€ on the 23rd March. They have a limited withdraw of 500€ and to date not got anything. When i talk to the casino via email or chat i get the same below response for 2 weeks.

Please be informed that our Financial Department is aware of the delay regarding your withdrawal. Due to a high volume of requests, all payouts are currently experiencing delays. There is no need for concern; your withdrawal is being processed, although it may take longer than anticipated. Kindly note that this timeframe does not include weekends and public holidays.