The player from India was facing issues with his account as the casino repeatedly requested the same documents for withdrawal despite him having submitted them multiple times. He had won 4757 INR and was frustrated with their refusal to process his request. We asked for clarification about the submitted documents and the casino’s feedback, then he confirmed he could not withdraw or play and that the winnings were from live casino without an active bonus. The complaint was then marked as resolved by the player.
Desiplay Casino - Player's withdrawal has been delayed due to document issues.
Resolved
Our verdict
Case closed
Amount: 4,757 INR
Desiplay Casino
Safety Index 7.0 Fresh casinoCase summary
Discussion
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4 weeks ago
Translation
This company is not giving my withdrawal, it is a fraud platform, I have sent the documents to them again and again Sir, but they are repeating the same answer again and again Sir, they are saying that they need the documents, every time they are saying that they need the documents, I have sent the documents to them at least 10 times but they are not giving my withdrawal, I had made 4757 INR by depositing Rs. 130 and winning it, what would have happened if there was a loss, but now I have won and saying roll 88 they are asking for the documents whereas I have sent all the documents but Sir still they are not giving withdrawal from my account, these fraud desi play casino people please help me 🙏
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3 weeks ago
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.
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3 weeks ago
Dear 8199003089123,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help us investigate and expedite the process, could you please provide the following details:
- Which documents have you already submitted, and when did you send the most recent one?
- Has the casino indicated any issues with approving any specific documents?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
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3 weeks ago
TranslationSir ji it is not going more than 5 MB, I will send it in photos another time Sir
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3 weeks ago
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Sir, only one photo can be sent at a time, how can I send all of them along with it?
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3 weeks ago
TranslationI am sending the documents to your mail id, sir. kristina.s@casino.guru
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3 weeks ago
TranslationPlease help me with my withdrawal, sir. The company is asking for the same documents again and again, even though I have sent the documents many times. Sir, please help me.
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3 weeks ago
TranslationDear Jaiveer,
We are open, but you cannot complete the verification process. The official has decided to redeem your bets and your winnings in accordance with Company rule #83.4.
According to this rule:
The Betting Company also reserves the right to cancel the betting agreement and all conditions before or after the start or end of any game. It also reserves the right to refuse to pay any winnings or refund any bets.
When does this happen: If a person has more than one betting account, registers multiple times, and uses the same full name.
- If more than one person places bets from the same IP address or from the same device.
- If a person registers a new account using another person's network.
- If bets are placed by several individuals or in a group.
- If the person uses any kind of software to influence the outcome of bets,
- Betting account is used for some other work.
All these reasons may lead the company to do this, and this decision of the company will be the final decision.
We hope you will understand us,
Thank you!
Sir, I have received this message from the company and the company is lying that you have created too many accounts, you have too many IP addresses, you play in groups, Sir, all these allegations are false, Sir, the company is lying to keep my winning amount, please help me 🙏 🙏 🙏 😭 😭 😭
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3 weeks ago
TranslationSir, this company wants to keep the money by making any allegations, which is absolutely wrong. Sir, please give me the money that I have won.
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2 weeks ago
Thank you for your reply. Please allow me to ask you a few questions so I can understand the whole situation completely.
- Do you currently have access to your casino account?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
Thank you.
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2 weeks ago
TranslationSir
1. I am not able to withdraw or play any game
2. I played live casino sir
3. Without an active bonus bina bonus k win kiye hue pese the sir ye
Please give me my withdrawal.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear 8199003089123,
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,
Kristina
