EGB Casino - Player’s withdrawal request is delayed and unresolved.

Hello,

I am filing a formal complaint regarding a long-term unresolved withdrawal issue on EGB.

On October 14, 2025, I requested a withdrawal of 1500 USD via P2P (Revolut).

From that date until February 27, 2026, I received only 45 USD.

The remaining amount has not been paid.

During this more than 6-month period, I contacted EGB support over 100 times via email and Telegram.

Each time, I received the same generic response:

"Your request has been forwarded to the finance department. We apologize for the delay. Please wait."

No clear explanation, deadline, or solution was ever provided.

After waiting more than six months without resolution, I was forced to cancel the withdrawal request.

Currently, I have requested a new withdrawal of 2202 USD, but based on my previous experience, I have serious concerns that these funds will also not be paid.

This extremely long delay, lack of transparency, and repeated empty promises strongly indicate intentional withholding of player funds.

I respectfully request your assistance in resolving this matter and ensuring full payment of my balance.

I can provide all necessary evidence, including screenshots of transaction history, withdrawal requests, and my full correspondence with EGB support.

Account username: ****

Registered email: [removed by Casino.Guru admin]

Kind regards.

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 your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past, other than the 45 USD withdrawn?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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 Tomas,

Thank you for your response and for your help.

Here are my answers to your questions:

1) No, I have never successfully withdrawn funds from EGB before, except for the partial payment of 45 USD.

2) Yes, I passed KYC verification previously. I provided all the documents that were requested from me at that time, including my ID and bank account details.

After I informed EGB that I had submitted a complaint to CasinoGuru, they immediately rejected all my withdrawal requests and asked me to pass verification again.

I have now re-submitted all the requested documents, including my ID, proof of address, and a 6-month bank statement, as requested by them.

3) No, I did not receive or use any bonus funds. All my balance consists of real money deposits and regular bets.

Please let me know if you need any additional information or evidence. I am ready to provide all screenshots and correspondence with EGB support.

Kind regards.

Hello Tomas,

Thank you for your assistance. I would like to provide you with an update regarding my case.

After I informed EGB that I had submitted a complaint to CasinoGuru, they sent me a formal email response. In this email, instead of resolving the unpaid withdrawal, they attempted to redirect me into their internal complaint procedure, requiring an extremely burdensome and costly process.

They are now requesting:

notarized copies of my ID with certified English translation,

notarized proof of address with certified English translation,

a special complaint PDF form,

bank statements and screenshots.

I would like to emphasize that I have already passed KYC verification previously, and I have again submitted all requested documents, including my ID, proof of address, and full 6-month bank statement.

In my opinion, this new set of excessive formal requirements appears to be an intentional attempt to delay the process, increase pressure, and discourage me from continuing my complaint, rather than genuinely resolving the issue of my unpaid withdrawal.

Additionally, I would like to point out that my original withdrawal request from October 14, 2025 remained unpaid for over 6 months without any verification requirements at all, which makes their current demands even more questionable.

I am fully willing to cooperate, but I respectfully request your assistance in ensuring that this matter is handled fairly and without further artificial delays.

Please let me know if you need the full email text from EGB or any supporting screenshots.

Kind regards.

Thanks for your reply and the detailed explanation.

• Were the documents you submitted most recently accepted and approved?
• Has the casino processed your payout since your last post?

Please let me know whether our intervention is necessary at this time.

Hello,

Thank you for your message.

On March 6, 2026, I completed the verification call with the EGB team via Zoom and answered all of their questions during the call.

Since then, I have not received any updates regarding the result of the verification or the status of my withdrawal request. The payment has also not been processed yet.

At the moment I am still waiting for their response. If necessary, I would appreciate your assistance in resolving this matter.

Thank you for your help.

Best regards

Hello,

I would like to provide an update.

I completed the verification call with EGB on March 6, 2026. Since then, I have not received any response regarding the result of the verification or my withdrawal request.

It has now been quite a long time without any communication from EGB.

At this point, I believe your intervention may be necessary, as the delay seems unreasonable.

Thank you for your assistance.

Best regards

Hello.

User was blocked for multiaccounting.

Hello,

Thank you for the update.

I would like to clarify my position regarding the "multiple accounts" issue.

I did have a second account, but I did not use it actively, did not withdraw any funds from it, and did not use any bonuses. I also previously contacted support and asked them to delete that account.

The situation occurred because my first account was registered with incorrect personal data due to a mistake during registration. I later noticed that the information was incorrect.

Because of this, I created a second account with correct and accurate personal details. After that, I did not use the first account anymore.

During the verification call, I was completely honest and openly informed EGB about this second account.

I would like to emphasize that my withdrawal request had already been pending for over 6 months before this issue was raised, and no concerns about multiple accounts were mentioned during that time.

It seems that this reason is being used only after I submitted a complaint, which I believe is unfair.

I kindly ask you to review whether this action is justified, especially considering that I acted in good faith and did not abuse the system.

Thank you for your assistance.

Best regards

Thanks to both parties for your reply.

Dear casino representative,

• Could you please comment on the player's explanation of the situation?
• Do the multiaccounting accusations concern the player's previous account only?
• Was the player actively attempting to close the previous account before depositing and playing on the new account, due to an incorrect personal information discrepancy?

If there are any details you may provide, please send them to my email at tomas@casino.guru or post them here.

Thanks in advance for your cooperation.

User have and use both accounts on our site.

Based on the information from the investigation conducted by our security department, I received information that the user repeatedly logged in from a second account (apparently due to inattention) and asked support questions regarding the account he identified himself as in this complaint.

Activity was on both accounts in same period of time.

Thank you for the update.

I would like to clarify this situation.

It is possible that I logged into the first account occasionally after creating the new one. The reason for this was that my withdrawal request on the new account was taking a very long time, and I logged into the first account simply to check if there were any updates or changes.

This was not done with any intention to use multiple accounts actively or gain any advantage. As mentioned, the first account contained incorrect personal data, which is why I created a new one with correct information.

After that, my main activity was focused on the new account. I did not use both accounts to gain any benefit, and I did not use bonuses or withdraw funds from the first account.

I would also like to emphasize that I deposited more than 5000 EUR into my first account and never withdrew any funds from it. This clearly shows that there was no abuse or intention to exploit the system.

Additionally, my withdrawal request had been pending for over 6 months before this issue was raised.

I believe that this situation is being interpreted too strictly, despite the fact that I acted in good faith and did not attempt to abuse the platform.

I simply want to receive my winnings, which I earned fairly, and nothing more.

Thank you for your consideration.

Best regards

I would like to provide an important update regarding my case.

I have found proof that I previously contacted support and asked about deleting my account. I am attaching a screenshot as evidence.

I would like to emphasize that I never tried to hide anything. I used the same Telegram account, the same IP address, and all my activity was completely transparent.

The reason for creating the second account was only due to incorrect personal data in the first account. After realizing this, I tried to resolve the issue properly.

I also want to highlight that overall I am in a significant loss on the platform, which clearly shows that there was no abuse or intention to exploit the system.

I acted in good faith at all times and simply want to withdraw my money.

Thank you for your assistance.

Best regards

Thanks for your replies.

Dear casino representative,

• Did the player contact you and ask the original account to be removed due to the incorrect date of birth?
• Did you recommend that the player open a new account instead?
• Was it done before any activity took place on the second account?

Looking forward to your reply

The user did not request deletion of the original account (artemov2000) due to an incorrect date of birth.

On the contrary, they requested deletion of the new account (Dertizon) and transfer of its email to the old account, but he did it from email that he use in (artemov2000).

Support did not recommend creating a new account — there are no such instructions in the correspondence.

All this activity and use of second account took place in one period of time.

Hello,

Thank you for the update.

I would like to clarify this situation.

I never had any intention to use multiple accounts for any kind of advantage. The issue started when I discovered that my personal data on one of my accounts was incorrect.

I contacted support regarding this issue, but I was informed that it was not possible to change the data (as shown in the screenshots I previously provided). Since I wanted to continue using the platform and understood that incorrect data could cause problems with withdrawals, I created a second account with correct information.

I was concerned that I might not be able to withdraw my funds in the future due to the mismatch between my account data and my identification documents. I have already explained this earlier.

Unfortunately, I did not receive any clear instructions on how to properly resolve this situation. I could not have expected that the EGB platform, which I had trusted and used before, would use this situation as a reason to deny the withdrawal of my honestly earned funds.

Over time, I have deposited significant amounts on the platform, yet now I am only trying to withdraw approximately 2200 USD. Despite this, my withdrawal is being denied based on formal reasons.

I would also like to clarify that I only logged into the account artemov2000 to check the status of my withdrawal in the P2P system, as I could not see this information from the Dertizon account. I had been waiting for this withdrawal for several months, and these funds are important to me.

Additionally, the claim that I was instructed to delete the Dertizon account is not accurate. I cannot delete an account myself — this can only be done by support. Previously, I asked support to delete the artemov2000 account or correct the data, but I was refused (as shown in the screenshots).

If this situation truly constituted a violation, it is unclear why a withdrawal of 40 EUR was previously processed, and why for several months there were no warnings or requests from your side.

Regarding activity on both accounts, any overlap was not related to gaining any advantage. The artemov2000 account had incorrect data, and withdrawals from it were not possible. I never used this account to gain any benefit.

I acted in good faith and tried to resolve the issue with incorrect account data properly.

I simply want to withdraw my funds.

Thank you for your consideration.

Hello Dertizon,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the reply to both parties.

Dear Dertizon,

Sadly, the chain of events is against your favor. As you identified, the registration in online casinos must be made using the correct personal information. Most often, the support of the casino is able to update your profile if no winnings are involved, which wasn't the case here, unfortunately. Registering a new account without acknowledgement from the casino is also against the rules. Sadly, from the communication you provided, we can't conclude the casino allowed you to create another account or knew about this intention of yours, which leads us to conclude the casino acted in accordance with its terms and conditions when your winnings were confiscated, and your accounts were closed when multiple accounts were identified.

We recommend you pay attention to the personal information you register with and refrain from registering new accounts; you may face similar issues. When changing personal information in your profile is not possible, by continuing to play, you will inevitably break the rules of the casino. Our recommendation in that case is to abandon your account and choose to play elsewhere instead of opening a new account.

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.