The player from Germany had been waiting for six weeks for a €1,500 withdrawal, consisting of three requests of €500 each. Despite submitting the required verification documents, she was still informed that some documents were missing without clarification on what was needed. The player sought immediate assistance to resolve the verification and expedite her payment. We assisted the player by reviewing the submitted documents and communicating with the casino. The issue was resolved after the player's confirmation, and the complaint was marked as resolved in our system.
AstroMania Casino - Player experiences significant withdrawal delays.
Resolved
Our verdict
Case closed
Amount: €3,950
AstroMania Casino
Safety Index 6.4 Below averageCase summary
Discussion
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4 months ago
Translation
Ladies and Gentlemen
I am contacting you because there are significant delays and uncertainties regarding my payment.
On March 17, 2026, I requested my first withdrawal of €500. In accordance with your instructions, I submitted a total of three withdrawals of €500 each (a total of €1,500), as this is the maximum permissible amount per day.
More than four weeks have passed since then without any payment being made. Only after about a month was I asked to submit my verification documents. I fully complied with this request and uploaded all the documents required in the verification section.
Currently, I'm still being shown that documents are missing, without it specifying which documents are still required. Despite multiple inquiries with live support, I'm only being told that it's a delay and that everything is supposedly fine with my account.
This situation is incomprehensible to me and seems increasingly unprofessional, because:
* the payment has been outstanding for over a month,
* the verification process is apparently not transparent,
* and no specific information regarding missing documents is provided.
I therefore urge you to
1. Please inform me immediately which documents may still be required,
2. to complete the verification without delay,
3. and to process and pay out the requested payments as quickly as possible.
I request a prompt and binding response.
Best regards
Automatic translation:
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3 months ago
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.
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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
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3 months ago
TranslationHello Attila,
I took a selfie with the casino website in the background, and a picture of my ID card (front and back). I also sent bank statements to verify my bank account details. I sent the documents as quickly as possible and in the requested format. I submitted all documents on April 29, 2026!
Best regards
Automatic translation:
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3 months ago
Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?
You can send the information to my email address: attila.g@casino.guru.
Thank you very much for your patience and cooperation.
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Chris2ooo,
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,
Attila
