Cactus Casino: VIP player was put under review and winnings are not being paid out
Complaint from arteyzy to Cactus Casino dated 8/4/26
I have been playing at cactus casino for over a year and there were no problems. But for the first time I won 600,000 rubles from cashback I had honestly wagered (I cleared the wager and was already playing with my own funds), and right away delays and unclear replies from support started. I am fully verified, all passport details are confirmed, including phone, email, and Telegram. A review of my account started, and it has already been going on for 2 days. They are not giving any specifics. Their replies do not let me understand what is going on. They are keeping me hanging, and it feels like they are trying to dig up something. During the wins I managed to make screen recordings and screenshots.
I am attaching all the proof, the communication with my personal VIP manager, and all the screenshots in this dispute. I hope the issue will be resolved as soon as possible, because I played honestly and there were never any questions for me. I used the site as usual and kept using it. But that is how it goes, once you make a decent amount of 600,000 rubles for withdrawal in parts, checks and delays immediately show up.
I attached all the proof in the link, there are screen recording videos plus screen recordings of the conversation with the manager, with confirmation of his account, plus all my profile data. There are a lot of files, so I could not attach them, sorry!
Discussion process (6)
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Publication details
| Parameters | Posted on our site |
|---|---|
| Date added | August 4, 2026 at 11:00 AM |
| Last revision | August 10, 2026 at 8:48 AM |
| Views | 175 |
Complaint Author
| Parameters | Cactus Casino complaint prepared and published |
|---|---|
| Published by |
4LUCK
Publisher
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| Complaint Author |
arteyzy
[email protected]
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| Fact-checked |
VyacheslavLenin
Complaint Specialist |
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The complaint has been sent to the casino
The payment system processed 90,500 rubles overnight. The remaining balance is 510,500 rubles. We are waiting, they wrote that “additional verification” has started. Meanwhile, it has already been 3 days since the withdrawal.
Basically, for the remaining 510,500 rubles, they keep delaying and keeping me in the dark about when this new extra check will be finished, and after that it is still unknown how long the withdrawal of funds will take. In short, nothing is clear. Even my personal VIP manager openly says that he does not know when it will all be over.
I uploaded screenshots of my personal VIP manager’s replies via the link, since the quality is too high.
540,000 were paid out. The remaining 40,500, which are marked as successful, have been hanging for the 4th day. Seems like they are sorting it out. I am also waiting separately for 20,000. Still, I would like to know from the casino admins what kind of check this was and why there was an extra check?
new day. new delays. about 50k rubles left, they have been dragging it out for the fifth day already. they are not explaining anything. I have already provided bank statements 3 times, and I also provided a screen recording from my phone to show the transactions.
they are trying to find that exact transaction that was not paid out in the first place and was marked as «done». very weird… no idea what comes next, they are not giving any info.
Good afternoon! Part of the amount was not processed by the payment system on its end, after which these funds were returned to the account balance on the 5th. The specified amount was used for play, after which you independently submitted a self-exclusion request. As confirmed in the correspondence with the personal VIP manager, the situation was fully clarified privately the day before, and there were no complaints from your side in the conversation. All paid amounts are reflected correctly, and the remaining balance was returned to the account balance, not withheld or lost.
Complaint resolved