The player from Germany had requested a withdrawal two weeks prior, but the casino had not paid out her winnings. Despite having submitted all required documents, they continued to ask for non-existent ones, and communication with the manager had ceased after an influencer intervened. The issue was eventually resolved, and the player confirmed that her winnings were successfully paid out. The Complaints Team had facilitated communication between the player and the casino to ensure the withdrawal was processed.
Casino Lab - Player's withdrawal is delayed and winnings are not paid out.
Resolved
Our verdict
Case closed
Amount: €1,500
Casino Lab
Safety Index 2.6 Very lowCase summary
Discussion
Public
Public
8 months ago
Translation
The casino isn't paying out my winnings. I've submitted everything, and they want to see documents that don't exist. I've submitted everything, including my passport, bank account transactions, etc.
They keep asking for documents and you just can't get any further.
An influencer has already written to the manager, who is now no longer responding to messages.
Automatic translation:
Public
Public
8 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.
To better understand your situation and move the process forward, could you please provide the following details:
- Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
- Were you able to submit all required documents promptly and in the correct format?
- Has the casino requested any additional documents recently, and if so, which ones?
- Have any of your documents been approved yet?
I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
Public
Public
8 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear BiinaColada,
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
