The player from Austria successfully completed KYC verification and made two withdrawals, but now faces ongoing issues with a larger payout. The casino repeatedly requests different payment statements and screenshots of his Google Pay transaction, despite him providing bank statements. Despite submitting multiple documents, the casino continues to refuse to process his withdrawal.
Hugo Casino - Player’s withdrawal is delayed due to verification issues.
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Hugo Casino
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2 days ago
Translation
After two successful withdrawals, I've now encountered extreme problems with a larger win! I've already successfully completed KYC verification and submitted Paysafecard statements as PDFs, from bank statements to my debit card. However, every time I submit something, the casino requests a statement from a different payment! This continues unabated! Now, the issue is a Google Pay transaction that's clearly visible on my bank statement! The casino wants a screenshot of the Google Pay transaction list! These aren't saved on my account; they're directly visible on my bank statement! After uploading Paysafecard transactions as PDFs, the casino is now demanding screenshots of my personal Paysafecard account information! No matter what I send, the casino refuses to process the withdrawal!
I don't know what to do anymore. In the chat, they tell me they can't help me and aren't responsible... The support team only sends pre-generated messages! I'm uploading files that I've already provided to the casino.
Automatic translation:
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yesterday
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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yesterday
Dear Walid2000,
Thank you for your complaint. Some online casinos organize their identity verification process into "verification levels." While there is no standardized approach across the industry, many licensed casinos follow a tiered system to comply with KYC and AML regulations.
Not all players are required to go beyond the basic levels of verification. However, higher levels are often necessary when dealing with larger sums of money or if an account is flagged for additional review. Although the process may feel intrusive, it is intended to protect both the player and the casino while ensuring compliance with local and international regulations.
I understand how frustrating it can be to feel that a casino has not properly informed you about the verification process. However, most casinos carry out verification at some stage—either before deposits, during gameplay, or most commonly at the time of the first withdrawal. Some casinos may allow a small number of withdrawals without full verification, but requesting documents at withdrawal is a common practice.
As there is no universal standard for verification procedures, we are not in a position to penalize casinos for how they manage this process, provided it aligns with their terms and applicable regulations.
To better understand your situation:
- Could you please let me know which documents you have already provided, and when exactly you submitted the most recent one?
- Have you provided all the requested documents as soon as possible and in the correct format?
- Additionally, what specific documents has the casino requested from you regarding the Google Pay transaction?
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,
Petra
