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Hello, i have pending withdrawal of 500 euro since december 15th 2025. My total account balance is 5.008 euro. My account is fully KYC Verified.

Despite repeated communications via Live Chat (screenshots attached) the company (Stellar Ltd) is unjustifiably delaying the withdrawal aprroval, using excuses about "high volume of requests."

I informed them on December 23rd that this delay is a breach of their terms and conditions, and that i would file a complaint. Their tactic of delaying a 500 euro withdrawal while i have 5.000 euro in my balance seems intentional.

(i have attached some screenshots of my withdrawal and the date, balance account, KYC verified, Live chat and trustpilot review)

I am requesting CasinoGuru's mediation for the immediate resolution of this issue and the payment of my winnings.

Thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Thomas, thanks for the reply.

To be precise to your questions:

Previous withdrawals: Yes, I have made successful withdrawals in the past and they were always completed within 5 days. This is the first time I have encountered such a delay, now that the amount is larger.

Bonus use: No, the winnings came from my own deposit (Real Money) without a bonus.

I would also like to highlight two serious issues:

Withdrawal limits: The casino limits me to withdrawals of €500. With a total balance of €5,000 and a 15-day delay for the first installment, it will take many months to get my money.

Unjustified delay: Since I am already identified from my previous withdrawals and the chat assures me that the account is fine, the 15-day delay (from 12/15) is intentional.

I ask for your intervention to expedite the process and consider increasing my limits due to the large amount.

Thank you.

Γεια σου Τόμας, ευχαριστώ για την απάντηση.

Για να είμαι ακριβής στις ερωτήσεις σου:

Προηγούμενες αναλήψεις: Ναι, έχω κάνει επιτυχημένες αναλήψεις στο παρελθόν και ολοκληρώνονταν πάντα μέσα σε 5 ημέρες. Είναι η πρώτη φορά που αντιμετωπίζω τέτοια καθυστέρηση, τώρα που το ποσό είναι μεγαλύτερο.

Χρήση μπόνους: Όχι, τα κέρδη προήλθαν από δική μου κατάθεση (Real Money) χωρίς μπόνους.

Επίσης, θα ήθελα να επισημάνω δύο σοβαρά θέματα:

Τα όρια ανάληψης: Το καζίνο με περιορίζει σε αναλήψεις των 500€. Με συνολικό υπόλοιπο 5.000€ και καθυστέρηση 15 ημερών για την πρώτη δόση, θα χρειαστούν πολλοί μήνες για να πάρω τα χρήματά μου.

Αδικαιολόγητη καθυστέρηση: Εφόσον είμαι ήδη ταυτοποιημένος από τις προηγούμενες αναλήψεις μου και το chat με διαβεβαιώνει ότι ο λογαριασμός είναι εντάξει, η καθυστέρηση των 15 ημερών (από 15/12) είναι σκόπιμη.

Παρακαλώ για τη μεσολάβησή σας ώστε να επιταχυνθεί η διαδικασία και να εξεταστεί η αύξηση των ορίων μου λόγω του μεγάλου ποσού.

Σας ευχαριστώ.

I have uploaded the requested screenshots as evidence.

Here is a summary of the situation based on the images:

Previous Withdrawals (Screenshots of July): The images clearly show that I successfully withdrew funds back in July 2025. This proves my account was fully KYC Verified months ago.

Legitimate Win (Viking Forge Screenshot): The screenshot shows a legitimate win on the "Viking Forge" game, confirming the winnings were from Real Money (not a bonus) and won fairly.

Pending Withdrawal vs. Deposit: The final image shows the €500 withdrawal has been pending since December 15th, 2025 (15 days now), right after the deposit.

The casino has no valid reason to delay the payment. They are intentionally stalling because the total amount in my balance is significant (€5,000).

I kindly ask for your immediate mediation to process this payment and resolve the matter quickly.

Thank you very much.

Thanks for sharing the evidence with me.

Did the casino process one or more of your payouts since your last post?

Please let me know.

Hello Tomas and happy new year,

No, the casino has not processed any withdrawals since my last update. The €500 withdrawal from December 15th is still "Pending" after 23 days.

I also need to emphasize that I have a scheduled trip to Spain on January 24th and I urgently need these funds. Based on their usual 3-5 day timeframe, I should have received at least €2,000 by now. Instead, they haven't even approved the first €500.

I am very concerned and I kindly ask you to proceed with the official mediation as soon as possible.

Thank you.

Dear heavenspy,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas