CasinoBud - Player is facing withdrawal issues.

I previously had a verified account with casinobud, which I closed myself in 2024. In the end of 2025 I asked to reopen the account through support which was reopened. I was able to play and withdraw but then got KYC and was asked for bank statement which I did not send because I didnt like the casino anymore. So after 30 days my account was closed.

In the beginning of february my bank wanted to see the account statements from all the providers so 2nd of feb I asked for account statement under GDPR. Casinobud asked for my bank statement to confirm my identity, which I sent to acquire the statement. On 3rd of feb I get a message that my account is now verified and free to use, but I never asked for my account to be opened.

On 13 feb I start playing and win 2700 eur of which I try to withdraw 2500. I get an e-mail that I need to verify my address with any documents including my bank statement which has already been sent. I dont get confirmed, but am able to cancel withdraw and play and lose.

I didnt even ask my account to be opened. Get a message that account is reopened and verified but then isnt.

AVOID AND BEWARE

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 problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did you submit for your most recent verification?
• Are these documents still under review by the casino?
• When was your last communication with the casino regarding the additional verification?
• Is your withdrawal request still pending?

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

I sent the same bank statement that I sent when they wanted confirmation about my identity when I asked about my account statement a few weeks prior. Bank statement was in the list of approved documents.

I dont know if the documents are under review or not. I have already lost the balance and closed my account there. I have no plans of playing anywhere where they delay withdraws with frequent kyc requests.

Even after sending the bank statement and closing my account support e-mailed me next day to send documents for verification, so no, I dont think they were approved.

My complaint is more aimed towards opening a closed account without asking, when it could be well closed about a gambling problem, which they didnt ask anything about.

From my experience of playing over 10 years, I think it’s more likely than not that Casinobud delayed my withdrawals by continuously requesting additional documents because of my player profile.

Hello kloobus87,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear kloobus87,

Thank you for your reply and for providing additional details.

After carefully reviewing all the information you’ve shared, we unfortunately have to reject this complaint.

From your own description, your account was reopened after you provided a bank statement to confirm your identity. Even though your original request concerned obtaining an account statement under GDPR, the document you submitted fulfilled the outstanding verification requirement. As a result, the casino system marked your account as verified and active again. In such cases, reactivation is typically an automated outcome once identity verification is successfully completed.

You later chose to log in and actively play on February 13th. At that point, you were able to access the account, deposit, play, cancel your withdrawal, and continue gambling. This clearly indicates that the account was fully accessible and under your control. The subsequent loss of funds occurred as a result of gameplay after you voluntarily cancelled the withdrawal request.

Regarding the additional request for address verification: casinos are obligated to complete full KYC (Know Your Customer) procedures before processing withdrawals, especially when higher amounts are involved. It is not unusual for operators to request supplementary documents even if a bank statement was previously submitted, particularly if the earlier document was used for identity confirmation and not formally approved for address verification within their compliance system. Requesting further documentation before approving a €2,500 withdrawal is a standard regulatory practice and does not in itself indicate unfair treatment or deliberate delay.

Concerning your concern about reopening a previously closed account: unless the account was closed due to a formally registered gambling problem or self-exclusion, casinos are generally permitted to reopen accounts upon the player's request. There is no indication that your account had an active self-exclusion or gambling block in place at the time of reopening.

Based on the evidence provided, we do not see sufficient grounds to conclude that the casino acted unfairly or intentionally delayed your withdrawal due to your player profile. Since the balance was lost after you voluntarily cancelled the withdrawal and continued playing, we are unable to hold the casino responsible for those losses.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.