The player from Greece had faced issues withdrawing money from the casino, as his withdrawal request had been rejected for two weeks due to account identification problems. He also noted the lack of response from live support and emails regarding the necessary documents, along with the absence of a licensing body on the casino's page. The complaint was closed due to the player's failure to respond to inquiries and provide requested information for further investigation. No resolution was provided at that time because of the lack of communication. The player could reopen the complaint in the future if he chose to resume contact.
Bananzia Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Bananzia Casino
Safety Index 5.8 Below averageCase summary
Discussion
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3 weeks ago
Translation
They reject withdrawal requests saying the account has not been identified, they cut off my live support and do not respond to emails when I ask them exactly what the documents should be, also there is no licensing body on their page
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 Toni.koukots73,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Do you have access to your account
- Do I understand correctly that you are currently undergoing account verification? Please post a screenshot of your account's verification page.
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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2 weeks ago
Dear Toni.koukots73,
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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1 week 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
