Bananzia Casino - Player’s withdrawal has been delayed.

I have been trying to withdraw 500 pounds several times from the casino. Each time my withdrawl gets cancelled and they ask for documents for verification in send them in and still the withdrawl gets cancelled. It takes over 3 days to get a response. I speak to support, but they keep saying more verification needed or is under review.

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Dear Goonergal9,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Yes I have sent in my ID, bank statements x 3, utility bill and an official letter. No issues reported by the casino.

Many thanks

Lisa

Dear Goonergal9,

Thank you very much for your reply.

Could you please send me copies of the documents you submitted to the casino for verification, as well as any relevant communication you have had with the casino regarding the verification process and your cancelled withdrawals, if available?

You may send the documents and communication to karla.m@casino.guru.

This will help us review the verification process and better understand why your withdrawal requests continue to be cancelled.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.