The player from Germany has been trying to withdraw her winnings of 200 euros since August 15, 2026, but faces repeated verification document rejections. Despite uploading all requested documents over the past three months, the casino continues to delay the payout process, causing her discomfort with the amount of personal information shared.
Bananzia Casino - Player's withdrawal has been delayed.
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Current status
Waiting for Casino Guru to reply
6d 19h 27m 54s
Bananzia Casino
Safety Index 4.5 LowCase summary
Discussion
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yesterday
Translation
Hello, I have been trying to withdraw my winnings of 200 euros since August 15, 2026.
First, you can only verify your ID; there are no other fields. After three days, you receive a rejection stating they need more documents for verification. You upload everything, and after another three days, it's rejected again because some document was faulty or damaged. You upload the same document again, and after three more days, it's accepted, but they still require further documents for verification. I've now uploaded all my documents from the last three months, from payslips to bank statements. It's pure harassment, and I don't feel comfortable with all the information they now have about me. Now the checks are taking longer than three days; the last check is scheduled for September 3, 2026.
The casino refuses to pay out my winnings!
Automatic translation:
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5 hours 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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5 hours ago
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
