The player from Greece requested a withdrawal of €800 from Kazeeno casino a month earlier, but it remained stuck on “Pending” despite completing the KYC process and receiving confirmation of document approval. He continued to receive generic responses from live chat regarding the issue. He said he had won the money with his own funds, not a bonus, and the casino asked for additional identification documents even after verification had already been completed. We contacted the casino for clarification, but the player later marked the complaint as resolved, so the case was closed as resolved.
Kazeeno Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €800
Kazeeno Casino
Safety Index 7.4 Fresh casinoCase summary
Discussion
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2 weeks ago
requested a withdrawal of €800 from Kazeeno casino exactly one month ago. My account is 100% verified. I completed the full KYC process and also sent the additional security documents they requested. I received an official confirmation from the casino that my documents were approved and my account is fully verified. Despite this, my withdrawal has been stuck on 'Pending' for 30 days. Live chat only gives me generic responses. I have attached the proof of my pending withdrawal and the casino's verification approval email
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2 weeks ago
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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2 weeks ago
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.
- What types of games did you play to accumulate the winnings you've been trying to withdraw?
- Did you accumulate these winnings with or without a bonus?
- When was the last time the casino communicated with you regarding the processing of your withdrawal request? How did they explain the delay?
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 weeks ago
Translation
I won at Gate of Olympus Super Scatter with my own money, not from a bonus. They gave me 500 euros and for the rest they asked me for additional things for identification, even though I had already done so. I sent them what they asked me for. They told me it was okay and I talk to them via chat and I have also sent an email and they keep giving the same automated responses that active players receive the money faster, as if telling me to play the money.
Automatic translation:
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2 weeks ago
TranslationGeneral account activity can help these reviews progress more efficiently, as more active accounts typically have smoother and faster overall processing, however no further play is required to complete your withdrawal.
Please note that weekends, bank holidays, payment provider schedules, and other operational factors may also extend processing time.
Once your withdrawal is approved and completed, you will receive a confirmation email.
We remain at your disposal for any further questions or clarifications. This is the answer they usually send. That is, if a player does not have the financial means with someone else who plays more often, he is not entitled to receive the money he won.
Automatic translation:
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1 week ago
Dear Delos82
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Ayberk (ayberk.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
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1 week ago
Hello Delos82,
My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Kazeeno Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Ayberk
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Delos82,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Ayberk
