Bananzia Casino - Player's withdrawals are delayed and payments are cancelled.

Subject: Repeated withdrawal cancellations and payment verification delays – Bananjia Casino

CASINO USERNAME:

K*********** M*****

CASINO EMAIL: [email hidden by Casino Guru]

Dear Casino Guru Team,

I need your help with Bananjia Casino, where my withdrawals keep being cancelled and my payment documents are repeatedly rejected without clear reasons. From the bottom of my heart I would like to thank you cause we are talking about 1400 euros. Attached you will find what I have sent in relation to my bank card as PDF as they said to confirm that I am the owner and the deposits were made through this card.

I opened my account in mid‑August 2025 and made several deposits via Apple Pay from my Eurobank card. My first withdrawal (bank transfer to the same Eurobank account) was successful. After depositing around €300–€400 more, my next withdrawal was cancelled after 3–4 days. They then asked for:

• A selfie with my ID

• Proof of address

• Proof of payment (bank statements showing deposits to the casino) and an image of the card with my name and the first 6 / last 4 digits visible.

I sent all requested documents. After another 3 days, they cancelled the withdrawals again and rejected the documents with no specific explanation. I re‑uploaded everything, including more detailed bank statements and card images. This time, only the proof‑of‑payment was rejected; they claimed the card might not be the "correct" one because I used Apple Pay.

Important points:

• With Apple Pay, I cannot see or provide the real 16‑digit card number; only a virtual number is shown.

• I can, however, show all transactions in my Eurobank app and provide my physical Eurobank card (name + first 6 / last 4 digits), which matches the account used for the first successful withdrawal.

• I have now sent around 10 proof‑of‑payment documents (PDFs and screenshots) clearly showing my Eurobank account, IBAN, all deposits, and my physical card.

• Yesterday I also made a new deposit directly with my physical Eurobank card (not via Apple Pay), which is the same card I’ve already documented.

Support replies only every ~3 days and does not work on weekends. With a €500/24h withdrawal limit and about €1,400 in my account, each cancellation pushes the process into the next week. I’m worried I may ultimately lose access to my funds despite fully cooperating.

I kindly ask you to:

• Open a ticket/case with Bananjia Casino on my behalf

• Help clarify exactly what is missing or incorrect in my payment verification

• Assist in expediting the process so I can withdraw my funds

I can provide all email correspondence, uploaded documents, and deposit/transaction screenshots in this thread.

Thank you very much for your help.

Kind regards,

Konstantinos M.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted the casino's customer support and asked them to guide you through the process of verifying the Apple Pay payment method, given that the documents you have provided so far have apparently not been sufficient?
• Could you please let us know whether you are able to provide a screenshot from your Apple Wallet showing the card you used to make the deposits and the last four digits of its Apple Pay Device Account Number?
• Has the casino approved the screenshot from your Apple Wallet showing the card you used for the deposits and the last four digits of its Apple Pay Device Account Number?
• Has the casino approved any of the documents you have submitted for your account verification so far?
• Please also provide the correspondence in which the casino specifically explained why your proof of payment was rejected, if available. This will allow us to assess whether the casino has provided you with reasonable and sufficiently clear instructions regarding the documents required for verification. My email address is veronika.f@casino.guru.

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

Best regards

Veronika