The player from Germany has been waiting for six weeks for a €1,500 withdrawal, consisting of three requests of €500 each. Despite submitting the required verification documents, she is still informed that some documents are missing without clarification on what is needed. The player seeks immediate assistance to resolve the verification and expedite her payment.
AstroMania Casino - Player experiences significant withdrawal delays.
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Waiting for Casino Guru to reply
5d 15h 45m 28s
AstroMania Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
3 days 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:
Public
Public
yesterday
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.
Public
Public
yesterday
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
