The player from Germany faced withdrawal issues with Bet-at-Home after his initial deposit of €100 required verification. Despite having a current balance of €1,300, his request for a partial withdrawal of €500 was canceled. He had complied with multiple document requests for verification, but issues persisted concerning the origin of funds. The issue was resolved after the player marked the complaint as resolved, indicating satisfaction with the assistance provided.
bet-at-home Casino DE - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €1,300
bet-at-home Casino DE
Safety Index:HighCase summary
Discussion
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4 weeks ago
Translation
Ladies and Gentlemen
I am contacting you because I am having a problem with the provider Bet-at-Home. I encountered difficulties with my initial deposit of €100, as my Mastercard first had to be verified. After successful verification, the deposit, including the bonus, was credited to my account.
My account currently has a balance of approximately €1,300. I then requested a partial withdrawal of €500, which was cancelled without further explanation. Your message subsequently informed me that the transaction had been rejected by the bank and that I should instead request a withdrawal to a different payment method – in this case, my bank account.
Shortly afterwards, I received another message from customer service requesting that I submit the following documents for verification:
• Proof of address
• Proof of the origin of the funds
• Selfie with proof of address in hand in front of my front door
I have submitted these documents in full and have also sent my salary statements.
The initial deposit of €100 was made through my main bank, C24 Bank, but not directly from my main account. Instead, it was processed through a fun/gaming pocket account. This pocket account no longer exists, as I have since deleted it. Therefore, it is no longer possible to provide a bank statement showing the deposits prior to the initial deposit.
Instead, I submitted the payment confirmation for the deposit as well as statements from my regular main account showing all everyday transactions, including salary payments. I also sent the last three payslips.
I would be very grateful if you could support me in this matter.
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4 weeks 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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4 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. Please allow me to ask you a few questions to better understand your situation.
- Have all your identity documents been approved during the KYC verification, aside from the bank statement that you’re unable to provide because the account no longer exists?
- Have you already contacted your bank to request an official confirmation stating that you previously held this fun/gaming pocket account?
- Could you please specify the exact date when you deposited funds into the casino using this account, as well as the exact date when the account was closed?
- Lastly, have you contacted the casino’s customer support to ask whether they can recommend any alternative ways to verify your payment method?
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
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4 weeks ago
Translation
Hello Veronika,
I will gladly answer your questions:
- All documents were approved, except for the bank statements.
- I have received official transaction confirmation from my bank for the deposit in question, with all the necessary information.
- The deposit was made on October 30, 2025.
- The credit was applied on November 5, 2025. After the deposit was processed and the Mastercard verification was complete, I closed the account.
- I have already contacted customer service, but received no new information. They are still insisting on a bank statement.
I am of course happy to answer any further questions.
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3 weeks ago
Translation
Ladies and Gentlemen
There is new information regarding my complaint that I would like to share with you.
Account verification was completed today. I have now requested a withdrawal. I will inform you as soon as it has been received.
Best regards
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3 weeks ago
Translation
Good evening,
All pending payouts have been approved and have been credited to my account.
This complaint has therefore been resolved and can be closed.
Thank you!
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear jengaman06,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
