EGB Casino - Player’s account has been deactivated.

I made a deposit into my account on egb.com, and subsequently requested a withdrawal. They asked me for verification documents.

I submitted all the required documents completely and correctly, but unfortunately, I haven't received any response from the support team yet, despite the considerable time that has passed and my account being monitored.

Currently, messages are being completely ignored, my account is inexplicably deactivated, and I cannot access my funds.

Therefore, I formally request the following:

1. Accept the documents I sent.

2. Complete the verification without delaying the project.

3. Process the request immediately.

4. Provide me with a clear, written explanation for any delay or suspension.

If you do not respond within 48 hours, I will be forced to file a formal dispute. I have shared my experience publicly on patent, consumer protection, and comparison platforms.

I ask for your cooperation in resolving this matter as soon as possible.

Thank you.

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 Omar35,

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 documents you have already provided and when exactly did you send the last one?
• Have you participated in a gameplay whatsoever? If so, could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please provide the exact date of your initial verification request?

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

Best regards, 

Katarina