Klub28 Casino - Player's withdrawal is delayed due to account issues.

I contacted support, and they changed my email for me, but they changed it to the wrong one.

Now when I try to complete KYC, it throws an error and I can’t go through the process again. Support has been silent for a week already, the funds are still on the account, and I can’t withdraw them.

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 understand the whole situation completely.

• Is there a possibility that you have opened multiple accounts at Klub28 Casino?
• Are there any documents in your account that are currently pending verification?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

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,

Attila

I have sent you an email.

Thank you for your response. I would appreciate it if you could clarify what you meant by stating that it is possible you contacted the casino from an email address that may have been used to create a Klub28 account in the past. Specifically, did you reach out to the casino using someone else's email address? Additionally, could you explain the reason for requesting the support team to change the email address in your casino profile? Lastly, could you please let me know what email address they changed it to? Thank you for your assistance.

Dear Player,

Thank you for your message.

To better understand the situation, could you please clarify the following points:

• What was the original email address registered on your account before it was changed?
• Which email address did the casino change it to (the incorrect one you mentioned)?
• Have you ever previously created or accessed any other account at Klub28 Casino, even if only temporarily or using a different email address?
• Could you please clarify why you previously contacted the casino using an email address belonging to another person, and in what context this was used?

Thank you in advance for your cooperation.

I just need support to respond to my issue because they haven’t replied to me at all.

I am currently having a problem with the KYC verification process. The issue happened because I entered the wrong email address during verification.

However, support is not responding to my messages.

I simply need them to allow me to complete the KYC verification again so that I can withdraw my funds.

Please help me resolve this issue. Thank you.

I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

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, Samuel (samuel.s@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,

Attila

Dear Vlad777,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Klub28 Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Klub28 Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

I would like to provide a quick update regarding this complaint.

Dear Vlad777,

I have now established contact with the casino via email. They have responded and requested some additional information about your case in order to investigate it internally. I have provided them with the relevant details and encouraged them to join this complaint directly so that the discussion can continue transparently here.

Since the casino has now responded, I will extend the complaint timer to give them sufficient time to review the case and provide their official position.

I will keep you updated as soon as I receive any further information.

Thank you for your patience and cooperation.

Hello, there are still no changes in my account.

I can’t get in touch with support.

Hello everyone,

Dear Vlad777,

thank you for letting me know. I understand your frustration, especially since there have been no visible changes on your account and you have also been unable to reach the casino support.

I would like to clarify that, despite my previous contact with the casino, I have not received any further response from them since July 21 either. I will therefore give them another 7 days to provide an update and hopefully move this case forward.

If there is still no progress or communication from their side after this period, we will need to reassess the next steps.

Thank you for your patience and cooperation.

Hello everyone,

as the casino has not provided any further response or supporting evidence despite having been contacted by email and given additional time to address the complaint, I have no choice but to close the complaint as unresolved.

Dear Vlad777,

I’m sorry that we were unable to obtain the necessary clarification and evidence from the casino. Although the casino initially responded to my email and requested additional information, they have not followed up with any further explanation or evidence that would allow me to properly assess the case.

The casino’s lack of cooperation and failure to provide the requested information will negatively affect its Safety Index rating.

As a further option, you may try escalating the matter to the Anjouan Gaming licensing authority/validator, as the casino operates under an Anjouan Gaming licence. You should be able to find the relevant licensing information and validator in the footer of the casino’s website.

You can also find our guide explaining how to submit a complaint to a gambling regulator here: Submitting Complaints to Regulators

If the casino decides to provide the requested information and properly engage in resolving the case, the complaint can be reopened and we can continue with the investigation.

I’m sorry that we could not achieve a better outcome in this case, and I hope you will be able to resolve the matter through the licensing authority.

Best regards,

Samuel

Casino Guru