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