Bananzia Casino - Player's withdrawal is delayed by verification issues.

I signed up after I received a text.

I think I got some free spins, which I quickly played through and then deposited £25 which gave me some bonus money. I ended up having to play through over £7000 of bonus money to turn it into real, withdrawable cash, I had just over £1000 that was withdrawable.

I then gamble a bit more was up and down and then once I was back at £1000 I decided to attempt to withdraw half of it (max withdrawal is £500).

I knew that I would have to go through verification and this is where the problems started.

Currently into the third week of trying to get the account verified, 4 stages all verified - identity, proof of address, selfie with document and proof of payment. I took about a week or so to get this all verified.

Once it was verified they asked me for proof of funds, even though the t's and C's said that they may ask for proof of funds for £5000+ deposits. My deposit was only £25.

Now they have rejected my proof of funds which was my last 3 months payslips and have asked me for proof of my deposit again which I have already provided and already had verified previously.

I have now re uploaded the proof of deposit, my last 3 payslips and also last 3 months bank statements showing my salary going into my account each month.

They keep asking me attempt to make a withdrawal each time I upload the documents for them to review both withdrawal and verification at the same time, hence the number of rejected withdrawals in the screenshots I have uploaded.

The support is just an AI bot that regurgitates the same speel every time.

No confirmation email received or email address that I can find to communicate properly with them.

There is no reason as to why they have failed the verification of the proof of funds other than that they just don't want to pay out legitimate winnings.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bananzia Casino.

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

• Is your account accessible to you? Can you log in?
• Have you tried contacting the casino support via email at support@bananzia.com? With what result?
• Could you please share with me your attempts at communication with the casino when you contacted them? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

So I sent an email to security and they told me it was with he payments team.

The last verification was to send proof of funds, which I have already sent.

This time I sent again, 3 months payslips plus 3 bank statements showing my salary going in each month.

I was also asked for proof of deposit which I have already sent previous so I resent that too.

Thar was 3 days - this morning I received an email saying that verification had failed and could I provide my June payslip....which I have provided twice previously.

It's a joke really that this hasn't been verified yet.

I have requested another withdrawal as that is what they instruct me to do when they ask for further verification.

Dear Gazz,

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, Lucia (lucia.s@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,

Tomas

Hello Gazz,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

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.

Dear Gazz,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Curaçao Gaming Authority (https://www.cga.cw/) and submitting a complaint to them. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S