KatsuBet Casino - Player’s withdrawal has been delayed.

They won't process my payment, they just give me ridiculous excuses. I fulfilled all the betting requirements, followed the procedure, uploaded my documents, did everything correctly, and now they tell me I have to send photos with handwritten messages that have to cover a whole sheet of lined or graph paper, without tearing it, with the message clearly legible, my ID information crystal clear, my elbow, shoulder, and the hand I'm holding the ID with have to be visible, and it has to be a selfie! I mean, that's impossible!

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 Deathler,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Well, the documentation was approved by them, and everything I need to do on my end is finalized and accepted as valid, according to them. But nothing else happens beyond that; my withdrawal remains pending. When I ask support, they tell me it will be subjected to another verification process, but this has happened eight times already? I think that's enough.

I even already deposited and played my deposit. But I just don't see any progress. I did everything I could, even with their formatting issues. You can see it in one of the previous photos, the one I sent but didn't want.

Well, just like the casino support, they never do anything.

Well, the news is that they denied my withdrawal and left me with only 4 euros in my balance.

Dear Deathler,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Well, out of the 50 euros they deducted 46 and left me with only 4 in my balance, but honestly I don't expect anything anymore, all casinos are the same

I understand your frustration, especially after repeatedly attempting to meet the casino's verification requirements and the confiscation of your winnings.

To better understand what happened afterward, could you please clarify the following?

• Were your €50 winnings accumulated with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please provide more details about the €46 confiscation, including the date and reason? Please provide a screenshot showing the explanation from the casino.
• Have you successfully completed the additional selfie verification? The casino previously explained that your photo was rejected because the entire sheet of paper and your arm were not visible.

I understand that this process has been disappointing, but these details will help us determine whether the casino has unfairly withheld your winnings.

Thank you for your cooperation.

Dear Deathler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Forget it, I don't trust this place anymore either. It does nothing, and they recommend fraudulent sites and discredit those that have treated me fairly. I just had another bad experience with Canada777. Honestly, I'm never going back to look for anything on this site.

We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else.

If you change your mind or feel you need our support, we will be here to help.