Casino-X - Player’s withdrawal is delayed due to payment verification.

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 KalleKukk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 
• Did you accumulate your winnings with or without an active bonus?  
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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

Best regards,

Katarina

Dear Katarina,

Thank you very much for opening my case.

I have sent all my communications and screenshots with the Casino-X support (where they promise to confirm the card and ask me to wait) in a separate email to katarina.d@casino.guru.

Best regards,

K****** K******

Hello! How is the process progressing? Now 02.12:2025 17:19 the account balance went to 0.00 Eur. They actually removed my 19,777 euros from my account! and the payment card is still PENDING!

PLEASE HELP ME! 🙁

K***** K******!

*URGENT COUNTER-ARGUMENT: PLAYER RESIDES PERMANENTLY IN FINLAND.*

The casino claims the account block and voided winnings are based on *"rule 4.4: Estonian citizens cannot use our services."*

I strongly contest this rule application with the following facts, which the casino either ignored or failed to verify:

1. *Permanent Residence in Finland:* I have been a permanent resident of Finland for approximately *20 years*.

2. *Proof of Finnish Residency:* All my current financial and personal ties are in Finland:

* I use a Finnish bank card.

* I hold a Finnish driving license (ID).

* I work for a Finnish employer.

3. *Casino's Failure:* My deposits and play originated from Finland (a country where Casino-X operates). By allowing me to register, deposit, and play for an extended period, the casino accepted me as a player residing in Finland. The restriction based on my *Estonian citizenship* is being used retrospectively only to void a large win of 19,777 EUR after the withdrawal process encountered difficulties.

Dear KalleKukk

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, Michal (michal.k@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,

Katarina

Hello KalleKukk,

I'm Michal, and I have taken over your complaint. I have examined this case, and I will attempt to get in touch with the casino team to see if I can assist you. However, I must inform you that Casino-X has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We would like to invite Casino-X to join the conversation.

Dear Casino-X,

As you are likely aware, citizens of European Union member states are free to travel, work, and reside in any other EU country without needing identity documents issued by the country they currently live in. In this case, the player has demonstrated long-term residence in Finland, has opened and used their account exclusively from within Finland, and has made deposits through a Finnish payment method. Therefore, the fact that the player is originally an Estonian citizen does not constitute a fair or valid reason to confiscate their winnings. I'm struggling to see how their nationality could have provided any form of unfair advantage within your platform.

For this reason, your current position comes across as disproportionate and, unfortunately, unfair to the player. I respectfully request that you reconsider your decision in this matter.

Should there be any other factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

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.

Hello!

And just like that my 20k disappears..They just don't respond and they don't care about this rating. I risk my money and they earn. When it's time to pay me they turn their backs. They returned my last deposit money of 100 Eur.. if I'm not allowed to play in their casino then they should return absolutely all the money I've put in there. Would it be fair? The fairest thing would be to pay me my money that I won in Finland! It doesn't matter where I was born.

Kalle Kukk

Dear KalleKukk,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru