Caswino Casino - Player’s withdrawals are delayed and account is unverified.

Hi,

I created my account and made a deposit on 28/08/2025 (1.55569383 LTC via Passimpay, successful). Since then, I have been trying to withdraw my winnings, but none of my withdrawals have gone through.

03/09/2025 – €500 withdrawal (declined)

08/09/2025 – €500 withdrawal (declined)

10/09/2025 – €1500 withdrawal (cancelled)

19/09/2025 – €500 withdrawal (cancelled)

I have completed all the KYC steps they asked for — front and back of my ID, proof of address, and a selfie — all approved. Then they requested a new selfie with the casino website visible in the background, which they declined about 20 days ago even though the pictures were perfectly clear (around 3.5 MB each). I uploaded new selfies about 10 days ago, but my verification is still pending.

It has now been around 80 days since I deposited, and I still can’t get verified or withdraw anything. The live chat only tells me to contact the KYC team by email, but the email support does not reply at all.

I believe Caswino is intentionally delaying the verification process to stall my withdrawals, possibly hoping I will gamble the funds away. I just want my account verified and my withdrawals processed as promised.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 your complaint. I’m sorry to hear about your negative experience with Caswino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello,

Yes, I actually did use their welcome bonus, and I read through their rules both on the Casino.guru website and on their own webpage to make sure I didn’t break any rules.

I will send you email within the coming hours.

Thanks for helping me!

UPDATE AFTER 2 WEEKS THEY APPROVED THE PICTURE WITH SELFIE AND CASINO IN BACKGROUND!

NOW THEY ARE ASKING FOR PROOF OF PHONENUMBER?!?!

i HAVE SENT THEM AN UTILITYBILL FROM MY PHONE-COMPANY LETS SEE PROBABLY ANOTHER 2 WEEKS

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Caswino Casino,

Could you possibly provide additional information regarding the verification and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Greetings,

We confirm that the account was registered on 28 August 2025, and the first deposit of 1.556 LTC was successfully processed on the same date. The first withdrawal request was created on 3 September 2025.

In accordance with our Compliance and Anti-Money Laundering Policy, Caswino reserves the right to conduct additional verification checks when deemed necessary. At present, the account is undergoing such an extended verification procedure.

Please note that this process will only be finalized once all required documents are submitted and verified step by step. As soon as the verification is successfully completed, the User will receive a confirmation by email. While this may take some time, the process follows a clearly defined and transparent framework.

The verification is being conducted under Clause 4.2.3 of the User Agreement, which obliges us to confirm the authenticity of the data provided and to ensure that the account rightfully belongs to its owner. The primary goal of this procedure is to prevent fraudulent activities and to guarantee the safety and integrity of the platform for all our users.

We appreciate your understanding and cooperation throughout this process.

Thank you, Caswino Casino, for the explanation.

Please know that we are surely aware of the KYC proceedings and know how important they are.

Could you please explain why it is taking so long for this player to get verified, though? Is there anything more needed from the player to provide, perhaps?

Thank you in advance for your reply and explanation.

Respectfully,

Romi

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.

Please note that the verification procedure is being conducted strictly in accordance with our internal compliance and security protocols. For security reasons, we are unable to disclose operational details in a public space.

The player has been provided with instructions via email regarding the documents required to successfully complete verification and enable withdrawal processing. Our team is in continuous communication with the player and guiding them through each step.

While the procedure may be lengthy, it is a standard and essential part of ensuring a secure environment for all clients, and it does have a defined completion point once all requested information is received and verified. We remain committed to maintaining industry-high security standards and regulatory compliance.

We sincerely appreciate the player’s patience and cooperation throughout the process and assure you that we are doing our utmost to finalise the case.

Since caswino are not able to verify what is needed i can give some insight.

They now want me to upload proof of deposit from my crypto wallet / exchange, and yes i have uploaded these documents but they are still pending(shocker).

I dont really see the point in this since all crypto is open ledger and they can verify the transaction itself.

But lets see maybe they can approve and process my transaction this time.

Thanks casino.guru

Hello all.

Thank you for your cooperation on this case.

Dear user,

We will wait for another update from you.

Best regards,

Romi

Hello documents still pending 1 week now!!!!!! This is how they do it everytime. Ask for something and dont verify account for weeks. Then ask for something new....

Dear Caswino Casino,

Could you please look into this case once again?

Thank you in advance.

Respectfully,

Romi

Yea documents are still pending!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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.

We have forwarded all relevant information regarding this case to the CasinoGuru representatives for their review.

Hello? can you please help me guru

Thank you, Caswino Casino, for your email.

Our team reviewed the situation, and a reply was sent to you with a possible solution.

Please let us know how you decide to continue.

Dear user,

Please stay patient as we try to figure out what to do next with this case of yours.

Thank you.

Respectfully,

Romi

We have forwarded all relevant information regarding this case to the CasinoGuru representatives for their review.

Thank you, Caswino Casino.

Could you please inform us whether the video verification call was already done as recommended by our team?

Thank you.

Best regards,

Romi

The recommendation was related to another account, not the one listed in this complaint.

Dear Caswino Casino,

As for the information provided by you in the email, we have communicated only from my colleague's email address but meant it for both accounts.

Please make the verification call for this account as well.

Thank you.

Romi

Access to the account has been fully restricted.

In the nearest future, an invitation for video verification will be sent to the email address registered on the account. Several available time slots will be offered to ensure the client’s convenience.

Further steps will be taken upon completion of the verification process.

Dear Caswino Casino,

Thank you for this prompt reaction and action.

Dear user,

Please do as the casino requires.

Thank you in advance.

Best regards,

Romi

Proposed response:

Hello,

I will of course comply with reasonable verification requests in fact i have already e-mailed them. However, at this point the situation has gone far beyond what can be considered proportionate or standard.

To summarize the facts clearly:

The account was registered and funded on 28 August 2025.

The deposit was made in cryptocurrency, fully traceable on a public blockchain.

I have already provided and had approved:

Government-issued ID (front and back)

Proof of address

Selfie verification

Additional selfie with the casino website visible

Proof of phone number

Proof of deposit from my wallet / exchange

Each document request was followed by weeks of inactivity, after which a new requirement was introduced instead of completing verification.

This process has now lasted several months, during which:

Multiple withdrawals were declined or cancelled

My account balance has remained inaccessible

Communication has been minimal and non-transparent

Requirements have changed incrementally rather than being stated upfront

Now, after all of the above, my account has been fully restricted and I am being asked to complete a video verification call.

At this stage, the video verification does not appear to be a security necessity, but rather an escalation after prolonged delays. If video verification was genuinely required, it should have been requested at the beginning, not after months of approved documents and repeated stalling.

It is also important to note that:

No specific discrepancy or inconsistency has ever been communicated to me

No concrete reason has been given as to why previous verifications were insufficient

The casino continues to refer to "internal procedures" without explaining why this case is treated differently from normal KYC timelines

I am fully willing to verify my identity, but I expect the process to be:

Proportionate

Time-bound

Final, not an open-ended sequence of new demands

At this point, I respectfully request:

A clear explanation of why video verification is required now

Confirmation that this is the final step

A concrete timeline for completion of verification and processing of withdrawals

I am not refusing cooperation. I am asking for transparency and closure after an excessively long and fragmented verification process.

Thank you.

Dear user,

Please know that I do understand your point here.

The video verification is the last step here, so whenever the casino approaches you, please do as requested.

Thank you for your understanding.

Respectfully,

Romi

Dear YayaYeaYea,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I believe the message is by mistake =(

No reply is needed from the User at this point. We are arranging a meeting shortly for the verification purpose.

Iam contacting them via chat then they say i need to contact via email So i did 1 week ago now! but caswino are not providing me any dates or times for me to complete this video call via Skype. They are not even responding so much for we have plenty of slots and dates to complete this video call.

Thank you all for your cooperation.

We'll wait for the updates from the user now.

Best regards,

Romi

Dear YayaYeaYea,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry but what do you mean?

Caswino are not giving me any time for this video call - what can i do from my end?

Dear Caswino Casino,

Could you update us about this case, please?

Respectfully,

Romi

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.

We are currently awaiting the Client’s confirmation of their preferred time for the video call regarding verification. Once we receive the Client’s availability, the Google Meet invitation will be scheduled at a mutually convenient time.

They have offerd me two diffrent times to complete the video verification: I am a normal working person this is 08.00 AM for both times this is impossible for me as im working!!!!!!! It has taken caswino 1 month again to provide me with a time for video call. Even tho they calimed THEY HAVE SEVERAL DIFFRENT TIMES TO COMPLETE VIDEO CALL.

UNACCEPLTABLE GIVE ME A TIME TO COMPLETE THIS CALL ON NONE WORKING HOURS!!!

Dear Caswino Casino,

Could you provide some additional times to the player that are not within working hours?

Thank you in advance.

Respectfully,

Romi

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.

We would like to clarify that, following our invitation for the video verification, the player did not respond to our email or initiate any discussion regarding alternative meeting times.

Our team remains fully open and flexible when it comes to scheduling, and we are always ready to agree on a mutually convenient slot.

Thank you, dear Caswino Casino, for the update.

Dear user,

Please update us about your situation.

Respectfully,

Romi

Dear YayaYeaYea,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.