The player from Switzerland faced challenges withdrawing €200 from Impressario Casino due to ongoing KYC verification issues. Despite multiple submissions and confirmations from the KYC system, she continued to receive requests for further verification, which led her to file a complaint. The issue was resolved when her account was finally verified, and the withdrawal was processed successfully. Additionally, she received a €33 bonus from the casino as compensation for the inconvenience caused. The Complaints Team closed the case as resolved, confirming that the player could reach out for further assistance if needed.
Impressario Casino - Player's withdrawal is delayed due to repeated verification requests.
Resolved
Our verdict
Case closed
Amount: €200
Impressario Casino
Safety Index:Fresh casinoCase summary
Discussion
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2 months ago
Translation
Hello Guru!
So I signed up at Impressario Casino, started playing, and decided to verify my account.
On September 10, 2025, Impressario's KYC system sent me a confirmation email telling me that my document had been successfully uploaded and that I would receive a confirmation from the Team within 48 hours.
Absolute silence.
On 09.23.2025 I decided to withdraw 200 euros (I don't play with bonuses) and from there the madness started, with requests for KYC verification (the ones you do from your mobile phone etc.)
It wouldn't accept any kind of document for address verification...
Finally someone from support gives me the reasons (absurd - like that the health insurance is no good because it is private insurance... well in Switzerland all insurance is private!!!!)
Nothing, I persist until the KYC system tells me that my account has been successfully verified!
I contacted support and they told me they can't see it, that I have to do it again from the link they sent me by email and not from their official Casino website (???)
Okay, I use their link and KYC tells me again that my account was verified successfully!!! Yay!
I forward them a screenshot (both times) where the casino link is clearly visible... and they tell me they'll let me know within 48 hours if it's OK.
But how? KYC gives the OK and they don't.
48 hours pass in silence.
I contact them and what do they tell me????
I need to verify my account!!!! Again!
I think this is the 5th time now.
The best thing was that a few minutes ago support told me that KYC does not represent verification.
Here is my decision to open a complaint.
I kindly ask for your help, especially as I continue to upload personal and banking documents as proof.
Thanks for your help CasinoGuru
PS: I have everything: the exchanges, the chat, the emails, the photos, etc...
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2 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me the most recent communication between you and the casino customer support regarding the repeated verification requests for your account? My email address is [email protected]. Kindly include the problematic documents and all the other evidence that could be relevant to the investigation of your case as well.
- Have you made any successful withdrawals from this casino before?
- What types of games did you play?
- Which documents have you sent to the casino for the verification of your address?
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
Veronika
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2 months ago
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Hi Veronika, thank you for accepting the complaint case.
I'm now going to forward you by email the endless exchange I had with support where, in a loop-like fashion, they keep telling me that I need to be verified.
The absurd thing is that they accepted verification of my bank account, which required me to send proof of payment. In addition to the payment, I obviously had to include my name and address, as they requested. The joke is that they requested this document by email and it was accepted (since I don't have a physical credit card, only a virtual one)!
So why not accept the other documents by mail since they don't even accept KYC verification.
Now they're driving me crazy over ID and proof of address. The crazy thing is that they don't accept documents sent by email, but you have to do it through the KYC system... a system that verifies me (as you can see in the previously attached photo) but which they say I have to do again.
My document had already been approved by the system on September 10, 2025, and in fact, it was validated on my casino profile. ... now the notification that it had been accepted has suddenly disappeared.
My address was still approved with proof of payment and account holder, but they say it's not good because the bank is online.
But if it's fine as proof of payment and that the account belongs to me, I don't understand why the same document (official from a bank) isn't fine as proof of address.
So I feel really cheated.
anyway to answer you:
- ok I'll send you everything by email (since it's a back and forth exchange I can't delete my personal data (when I tried to email them to you)
- No, it's not the first withdrawal, in fact it's a withdrawal of only 200 euros because it's a casino that very rarely offers bonuses during the game or scatters, etc.
- I play slots exclusively (no betting and no "live" games)
- I sent a letter inviting me to vote, a statement from my physical bank (UBS) and my online bank, and a monthly premium invoice for my compulsory health insurance.
I thank you even just for trying to help me, but I find it really difficult because they always answer the same thing.
I could also sit here and continue doing the KYC test which is approved by the system but not by them.
I don't understand if they're thinking I'll end up gambling away the €200. Which I certainly don't do, just as I avoid uploading more money until the matter is resolved.
Thank you so much for now.
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2 months ago
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Oh surprise, I wonder why... You have to file a complaint on CasinoGuru for the casinos to mysteriously resolve the issues.
Now I will try to withdraw to see if they actually accepted the verification of my profile as shown in the attached photo.
Dear Veronika, I'll let you know as soon as the €200 is credited to my account. For now, thank you so much for your willingness to help.
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2 months ago
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Meanwhile...
This is becoming a joke...
They also already cancelled the withdrawal, loading the 200 euros onto my profile.
And a few minutes later I got this email from the Support Team opening a new case and saying:
"Hello (my name)
We hope you are well today.
We're pleased to inform you that we're processing your pending withdrawal as a priority and will send it to you as soon as possible. In the meantime, we apologize for the delay and inconvenience. We've added your 50 free spins to the Lucky Penny game. We hope you enjoy your stay.
If you need assistance, please do not hesitate to contact us.
Sincerely,
Impressario Casino" ( [email protected] )
Too bad they just credited me the money back and there are no more pending withdrawals 🙂
I think Impressario Casino also has some communication problems. The support team, as you can see, keeps writing exactly the opposite of the KYC, which says they need to change their payment method.
It seemed strange to me that it could be a solved case 😀
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2 months ago
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Update:
On Friday they wrote to me that credit cards for withdrawals suddenly work...
So I was invited to try again to make the withdrawal that I had cancelled due to the problems.
Plus, I wasn't at home anymore and had other things to do than stick to Impressario Casino.
Today they took care of managing my credit and made the payment for me.
I confirm that I received the amount in my account... But again the funny thing is: I had canceled the withdrawal and I had my 200 euros in my account again.
Well they decided that I should receive them, so they took the 200 out of my account and paid them to me.
However, I was credited with a bonus of approximately 33 euros for the inconvenience.
In my experience with online casinos this has really been the most absurd.
Now that there may be problems, okay, it can happen, but my impression is that Impressario is run in a totally UNprofessional manner.
The support is incredibly sad, where they always give you the same answer, without making any effort to help you.
I have never felt so taken for a ride.
I believe I can close the case, given that:
They finally suddenly verified my account
Finally the credit card worked for withdrawal
In the end, they made me get angry and waste time, so they could solve the problem themselves (because I was tired). And they did it.
They tell you that you have to do KYC... and when you do it successfully you are told that for them it is not a verification (I have the emails)
They tell you you need to change your withdrawal method... and in the end, no, they tell you that by some miracle it's working now.
etc...
Thanks casino Guru for the help and thanks Veronika.
In any case, for this whole thing I would take a few points away from Impressario, to prevent others like me from having to experience (and waste time in) situations like these, in casinos that do not behave ETHICALLY in a correct and professional manner.
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2 months ago
Dear Casino Guru, dear Player,
We’re truly glad to see everything has now been resolved smoothly. At the end of the day, we always try to be on the good guys' side and do what’s fair. That’s why we’ve added the €33 bonus as a small token of goodwill.
We know the situation caused some inconvenience, and while no bonus can erase the frustration, we hope this gesture shows our commitment to making things right.
Thank you once again for your patience and understanding. From our perspective, the matter is fully settled and we believe that the complaint can now be closed.
The Impressario Casino Team
🎪 Impressario Casino
From Ontario to Perth, it's the Greatest Show on Earth! 🎪
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2 months ago
Dear Ph19 and Impressario Casino representative,
Thank you very much for keeping us updated and for sharing all the details throughout this case. I’m glad to hear that the withdrawal has finally been processed successfully, your account was verified, and you also received a small compensation from the casino.
Since your funds have now been credited, we will close this complaint as resolved. Should you encounter any problems with Impressario Casino again in the future, or if you run into issues with any other casino, please don’t hesitate to reach out to us—we’ll be here to assist.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
