The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money hadn’t been received yet. We explained that withdrawals could take up to 14 days and asked her to confirm whether the winnings had arrived after that period. As she did not respond to our follow-up messages and reminder, we were unable to continue the investigation. The complaint was closed for the moment due to lack of response from her side.
Bananzia Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,300
Bananzia Casino
Safety Index 3.3 Very lowCase summary
Discussion
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3 weeks ago
Translation
Ladies and Gentlemen
I hereby lodge a formal complaint with Bananzia regarding the repeated rejection of my withdrawal requests.
According to my records, €1,300 is still outstanding. I have already uploaded or sent the bank statements, account statements, and screenshots available to me multiple times. Despite this, my withdrawal requests are repeatedly rejected with a general reference to verification, without any clear explanation of what specific documents are still missing.
Documented are, among other things, the rejected payment requests with IDs 2904970 and 2922695. I mention these as examples of repeated rejections, not as additional claims to be added.
I request that you complete the audit and pay the outstanding total amount of 1,300 euros to my previously specified MBS account, held in the name of [redacted], within 14 calendar days of receiving this email.
Should you require any further documents, please inform me specifically and completely within this deadline:
Which document is missing?
Why are my already submitted documents not being accepted?
What alternative proof will you accept if the requested document is not available to me?
Which specific contractual provision, in your view, prevents payment?
Please also send a transparent statement of my account balance, including all pending and completed withdrawals. For the withdrawal of €380 shown as successful on August 29, 2026, I request proof of payment including the payment date, recipient, and a traceable transaction reference.
Please forward this message to your responsible complaints department and confirm receipt with a case number. A general reference to verification again does not address my complaint.
Should neither payment nor a comprehensible clarification occur within the set deadline, I will submit the matter to an external complaints mediation service and have the legal enforcement of my claim examined.
Edited by a Casino Guru admin
Automatic translation:
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3 weeks 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 weeks ago
Dear Franziskalady,
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
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2 weeks ago
Dear Franziskalady,
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.
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1 week ago
Dear Franziskalady,
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.
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4 days ago
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,
Jean
Casino.Guru
