Cartoonbet Casino - プレイヤーが賞金を受け取れずにいます。

On 03/10/2025, I requested two withdrawals from CartoonBet.com using the Card method (Visa/Mastercard):

One for €500

And another for €300

Both requests were successfully confirmed and appear in "in process" status to this day, without any amount being credited to my bank account.

I tried to contact casino support by e-mail ( [email protected]), but the message came back with an error ("address not found").

I also tried live chat, without any response.

I have screenshots of the withdrawals, the transaction history and the email error which proves that support doesn't exist.

I request the support of the Casino.Guru team to contact the CartoonBet operator (DLDAtech N.V., Curaçao) and ensure the payment of the two withdrawals (€800 in total) or the sending of proof of transfer (ARN).

Withdrawal date: 03/10/2025

Amounts: €500 and €300

Method: Card (Visa/Mastercard)

No dia 03/10/2025, solicitei dois levantamentos no site CartoonBet.com através do método Card (Visa/Mastercard):

Um no valor de €500

E outro no valor de €300

Ambos os pedidos foram confirmados com sucesso e aparecem no estado "em processamento" até hoje, sem que qualquer valor tenha sido creditado na minha conta bancária.

Tentei contactar o suporte do casino por e-mail ([email protected]), mas a mensagem retornou com erro ("endereço não encontrado").

Também tentei pelo live chat, sem qualquer resposta.

Tenho capturas de ecrã dos levantamentos, do histórico de transações e do erro de e-mail que prova que o suporte não existe.

Solicito o apoio da equipa Casino.Guru para contactar o operador CartoonBet (DLDAtech N.V., Curaçau) e garantir o pagamento dos dois levantamentos (€800 no total) ou o envio do comprovativo de transferência (ARN).

Data dos levantamentos: 03/10/2025

Valores: €500 e €300

Método: Card (Visa/Mastercard)

Dear Muxinda,

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

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 Muxinda,

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 Muxinda,

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,
Dominika
Casino.Guru