Casino Orca - Player's withdrawal is delayed due to account review.

Hallo liebes Casino Guru Team,

ich habe am 03.08.2026 für den Willkommensbonus (100% bis 500€), 500€ eingezahlt:

https://www.casinoorca1.com/deposit-bonus/first-deposit-bonus

Ich konnte mit diesem Bonus 2396€ am 03.08.2026 zur Auszahlung bringen. Danach habe ich auch gleich alle Dokumente an Casino Orca geschickt und meine Verifizierung wurde am nächsten Tag erfolgreich abgeschlossen.

Am 05.08.2026 erhielt ich dann folgende E-Mail:

Hi there ,

Please note, our bonuses and games are created with the purpose of entertaining. If deposits matched with any bonus or clean deposits are not used with the same purpose, the casino deems such actions a violation of the General Terms and Conditions.

If the Player uses such strategies, and if the Casino has sufficient grounds to believe that the Player's actions are aimed solely to obtain unfair financial benefits (also can be deemed as fraudulent activities) using the bonus advantage or unfair advantage over casino with clean deposits, then we reserve the right to investigate, cancel, suspend or lock any account at any time. Winnings and subsequent gaming activity and wins will be revoked and annulled and the deposit is returned in this case.

We have decided to revoke your bonus eligibility. You are no longer eligible to claim any matching bonuses from now on, but can still continue gaming on our Casino with your clean deposits however.

Kind regards,

CasinoOrca Security

nun sind bereits zwei Wochen vergangen und es liegt leider noch kein Ergebnis vor. Ich habe mehrmals per mail nach dem Status der Überprüfung nachgefragt aber ich werde leider nur hingehalten indem mir geantwortet wird:

Hi there,

Please note security review is still in progress. Once security review is done, you will be notified accordingly.

CasinoOrca Security Team

Da bereits 2 Wochen ohne Ergebnis vergangen sind, fange ich an mir Sorgen zu machen und hoffe Sie können mir in diesem Fall weiterhelfen.

Mit freundlichen Grüßen

[Redacted]

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 issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).

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

Attila

Könnten Sie mir bitte einen Link oder einen Screenshot des Bonus schicken, den Sie aktiviert und mit dem Sie gespielt haben?

• https://www.casinoorca1.com/deposit-bonus/first-deposit-bonus
• 100% bis zu 500€ Wagerfree (Willkommensbonus/Ersteinzahlungsbonus)

Welche Spiele haben Sie gespielt, während der Bonus aktiv war? Haben Sie hauptsächlich ein Spiel gespielt oder zwischen mehreren Spielen gewechselt?

• Ich habe nur diese beiden Spiele gespielt:
• zuerst Limboxy (bgaming)
• danach double tigers (wazdan)

Bitte beschreiben Sie Ihren Spielstil genauer (z. B. Einsatzhöhen, Spielhäufigkeit oder auffällige Veränderungen während des Bonusspiels).

• Ich habe Limboxy auf 3€ Einsatz gespielt und double tigers auf 2€ Einsatz gespielt.

Vielen Dank für die Mühe.

Mit freundlichen Grüßen

[redacted]

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Tessa20,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casino Orca representative to join this conversation.

Dear Casino Orca,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

Security review was in progress and final decision was termination of players account according to General T&C. However we decided to pay out players winnings in total. Complaint can be marked as resolved.

CasinoOrca Team

Dear Tessa20,

Can you please confirm, if you have received the full disputed amount? Feel free to use the 'resolved' button.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tessa20,

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,

Mirka