Bananzia Casino - Player believes that their withdrawal has been delayed.

The website clearly states 3 days for verification and withdrawal yet here I am on day 3 with no sign of the withdrawal

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Dear Ggou,

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

Dear Ggou,

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.

Hi no it hasn’t and it keeps on getting worse can you please help me, the latest is that my account yesterday was fully verified yet today I get an email saying I need to provide the source of funds bearing in mind I only deposited £70 to begin with

I was told via email that my account was fully verified and it showed it on the screen and now I just had to wait for my withdrawal yet today I get this email can you please help

Hi are you able to help me with this

And it still goes on I sent them 3 payslips and bank statements and explained that my payslips were passed protected and even sent them my password to open them , this morning yet another rejected as not in PDF format

Thank you for the update. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Could you please clarify the exact date when you requested the withdrawal? Please upload a screenshot of your withdrawal history directly to this thread.
• Could you also please share the results of the source of funds verification?

Thank you for your assistance.

No I haven’t made a withdrawal before my recent source of fund verification was failed due to me not uploading in pdf format I had however emailed the payments team copy of my payslips and the password as they were password protected I am still waiting for a Response , I also logged an official complaint on the 1/8/2026 and j was told I would get a response within 5 hours 2 days later still nothing I have managed to convert them now and re submit but still waiting

Just had yet another delayed as want payslips for 3 months is this normal ?

Hi this is still on going are you able to help

Thank you for the update. I understand how frustrating it must be to have your withdrawal delayed while the casino continues requesting additional source-of-funds documents, especially after you were previously informed that your account was fully verified.

Requesting three months of payslips as part of a source-of-funds check can be a legitimate verification requirement, even where the initial deposit was only £70. However, the casino should clearly explain what is still required and why previously submitted documents were rejected.

• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

We will review the information and determine how we can assist further.

Hi I have sent you an email with all the details

Hi , it has now been 3 weeks and 20 withdrawals remain rejected. The closed-loop has been fixed to Monzo, and full Barclays-to-Monzo source of funds have been provided. Can we get an update on the casino’s countdown timer?

Hi Jean, as this case moves to the public board, please ensure it is officially logged against the parent operator, Win Top Ltd. I want it on record that Win Top Ltd is withholding my £1,000 funds despite full compliance."

Hi Jean my formal 48-hour deadline has expired and I have officially filed a complaint with the Anjouan Gaming Authority against Win Top Ltd. Due to the extreme stress and interface stalling on the dashboard, the withdrawal request was accidentally clicked as cancelled. My full £1,000 balance is sitting completely untouched in my casino account. The system is blocking me from re-submitting until 15:17 today, at which point I will immediately request the £500 cancelled withdrawel back to my Monzo account. Please protect my file and open the public countdown timer against Bananzia Casino now

Hi Jean the casino's Security Team has just sent me a duplicate automated script deflecting all responsibility to their 'Payments Team.' They are completely ignoring my 48-hour deadlock notice, my formal ADR request, and my flawless Barclays-to-Monzo salary paper trail. My two £500 withdrawal requests are still sitting as pending. Since they are using duplicate templates to stall, please transition this case to the public board and launch the strict 7-day countdown clock immediately.

Hi Jean

I need to log an urgent update regarding the casino's systematic stalling. The operator is now running a deliberate internal deflection loop to avoid processing my funds.

Today, frontline Customer Support (Maria) emailed me stating I must contact their specialized Security Department (security@support-bananzia.com) to proceed with my verification. However, when contacted, the Security Team simply deflects accountability back to the Payments Team using a duplicate automated script.

My account has been stalled for over 30 days. My balance remains frozen on the dashboard as two pending £500 withdrawals pointed back to my original depositing Monzo card. They are holding my passport, verification selfie, 3 payslips, and 3 full months of matching Barclays and Monzo bank statements proving an unassailable salary trail.

Because they are using contradictory internal scripts to induce player fatigue and avoid their own compliance procedures, I request that you bypass further private mediation, move this ticket to the public board, and launch the strict 7-day countdown clock immediately 

Dear Ggou,

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, Barborka, (barbora.p@casino.guru). 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,

Jean

Hello Ggou,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Thank you so much for taking my case, Barbora. To give you the exact facts for your review with the casino, my account is 100% verified via my passport and selfie. My original £70 deposit was made entirely from a personal sole Monzo account strictly in my own name. No third-party funds or loans were ever used to gamble.

The front-line support team has issued 22 rejections because they are auditing a Barclays joint statement that was only introduced due to a corrected withdrawal routing error. The active withdrawal has since been reverted back to the original depositing Monzo account, creating a perfect closed-loop.

To clarify the income timeline on that Barclays joint account: my personal wages of £3,620 hit the account 13 days before I played, and my husband’s wages of £2,700 hit the account approximately 3 days before I played. This massive flood of fresh household wages completely buried separate, older household entries from 10 days prior.

I have already proactively provided the casino with 3 months of Monzo statements, 3 personal payslips, my husband’s payslip, and our mortgage welcome letter to prove absolute affordability. While they stall this withdrawal, they are still actively sending me promotional marketing emails to my inbox. I am standing by to provide any of these documents to you if required.

Another update despite me sending all payslips on the 9th August , then getting an email for bank statements they have now gone back to asking for my payslips again !

Hello Barbora, I want to update you on an urgent development regarding my account access. As of today, the casino has officially disabled my ability to click on the 'Contact Support' tab inside their application.

While a screenshot of a non-responsive, unclickable button cannot show the technical block visually, I am formally logging on this public thread that my communication channels inside the app have been entirely cut off today.

This has occurred immediately after I provided their team with my full financial paperwork proving my clean sole Monzo deposit history and our stable £6,320 monthly household wage timeline. I request that Casino Guru notes this lockout as a direct act of bad-faith communication suppression during your ongoing review with their senior management outside of this thread. Thank you.

Hello Barbora, I want to provide a quick update on my account status. The support tab and app functionality are fully working (it was a temporary application connection error).

I have now successfully submitted the remaining balance for withdrawal. I currently have two separate requests of £500 pending (totaling my full £1,000 winnings), both routed strictly back to my original depositing personal sole Monzo account.

As previously logged, my complete verification files—including 3 months of Monzo statements, 3 personal payslips, my husband’s payslip, and our mortgage welcome letter—are fully uploaded. I am standing by for your direct review with their corporate managers outside of this thread. Thank you.

Just to update another rejection asking this time for a statement that I have already provided several times this is getting stupid now

Another update they have now requested more bank statements even though I have already provided over 3 months

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Ggou,

I completely understand your frustration, especially with the casino continuing to request documents you’ve already provided.

Unfortunately, I still haven’t received any response from the casino regarding your case. I’ve followed up with them and asked them to address the complaint.

If you’re still in contact with the casino directly, please feel free to keep me updated on anything they tell you or any new requests they make. I’ll do the same from our side if I hear back from them.