Casino.me - Player’s winnings haven’t been received yet.

I received the first deposit bonus and was lucky enough to win, so when I applied for a withdrawal, a KYC request came up and I submitted it.

I was then asked to submit additional documents, including my cryptocurrency transaction history, which I submitted.

Next, I was asked for details of the transaction and was asked for my transaction history with the counterparty, and when I submitted that, I was asked for receipts or the counterparty's transaction history.

When I replied that I could not submit it because it was in someone else's name, I received the attached email informing me that it had been confiscated.

I believe that confiscating the item if you do not provide transaction history in someone else's name is a clear abuse of rights, so please help me get it back.

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.

Dear djfkJ479,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I have already received an email informing me of the confiscation. Please take action.

Dear djfkJ479,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I repeat, the withdrawal has not been made as I have already received an email informing me of the confiscation.

Thank you for your cooperation.

Hello djfkJ479,

After reviewing the information provided, we do not consider this complaint to be valid.

Based on the details available, the issue relates to the use of a third-party payment method, where the transaction history and ownership could not be verified as belonging to you. In such cases, casinos are entitled to apply AML and KYC rules, including confiscation, if payment method ownership cannot be proven.

While we generally believe that casinos should pay out legitimate winnings when deposits are accepted, players also bear responsibility for ensuring that all payment methods used are registered in their own name and comply with the casino’s terms. This applies regardless of which processors or intermediaries are used.

For these reasons, we will not pursue this complaint further, and it will be rejected.

Kind regards,

Karla

We’ve reopened this complaint at the request of djfkJ479. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

What information should I provide about my pending reply?

Dear djfkJ479,

Thank you for your message. Since this complaint has been reopened, I would like to clarify a few important points so we can reassess the situation accurately:

1. Could you please explain in more detail why you were unable to provide the transaction details requested by the casino earlier? Specifically, what information was requested, and what prevented you from submitting it (for example, because the transaction or counterparty account was not registered in your name)?
2. Please clarify which documents were successfully accepted by the casino during the verification process (for example, identity documents, initial transaction history, wallet screenshots, etc.), and which documents were later considered insufficient.
3. Can you confirm whether the cryptocurrency deposit or related transactions involved a third party at any stage, and if so, in what way (e.g. wallet ownership, transfer source, or intermediary)?

Once these points are clarified, we will be able to better evaluate whether the casino’s actions were applied correctly and decide how to proceed.

Thank you very much for your cooperation.

Karla

1

The document that could not be provided was a Bybit withdrawal history in the other party's name.

I was asked to have it sent by a company, but this was not possible as it was under a different name.

It's not my Bybit so the other party needs to submit that document.

2

The documents to be submitted are a driver's license, resident registration, a selfie, and a detailed history of deposits and withdrawals from your cryptocurrency wallet.

What was deemed insufficient was the Bybit withdrawal history, which is the source of the deposit history, but this could not be submitted because it was Bybit in the other party's name.

3

Deposits into virtual currency are made through third-party transactions with a counterparty in cash.

Therefore, the transaction did not go through a bank account, and since it was a cash transaction, no receipt was issued.

The proof is the deposit history from Bybit.

thank you.

Dear djfkJ479,

Thank you for your response and for clarifying the situation. I understand that this outcome is disappointing, and I truly appreciate your cooperation throughout the process.

Please allow me to refer to our Fair Gambling Codex for Players:

https://casino.guru/fair-gambling-codex-for-players

It states:

"For deposits and withdrawals, you should only use payment methods held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent payment misuse and also because of international anti-money-laundering regulations."

In your case, the deposit originated from a cryptocurrency account (Bybit) that was not registered in your name. Since the source of funds could not be verified as belonging to you, this is considered the use of a third-party payment method.

Casinos are required to comply with strict AML (Anti-Money Laundering) and KYC (Know Your Customer) regulations. When the ownership of the deposit source cannot be proven, they are generally entitled to block withdrawals and apply confiscation according to their Terms and Conditions.

While we always aim to support players in receiving legitimate winnings, it is ultimately the player’s responsibility to ensure that all payment methods used for deposits are registered in their own name and can be fully verified.

If you are unable to prove ownership of the deposit source and no prior approval was granted by the casino to use a third-party payment method, unfortunately there is very limited room for us to intervene further in this case.

Kind regards,

Karla