Manga Casino - Player’s winnings are delayed by excessive documentation requests.

I deposited 100€ and played.

I won 325€ without any bonus or any freespins.

Now they are trying to make it as hard for me as possible to get my winnings out.

I have done the regular KYC and passed.

Then they asked me to send additional documentation showing how i funded my account at their casino.

So i sent them proof of deposit.

Then they wanted to see how i funded my mifinity wallet so i sent them proof of funding from my crypto wallet.

Now they want to see how i funded my crypto wallet.

How far can the casino go when asking for documentation?

Their requests for ducument is just going further and further when they receive what they ask for.

Me pesonally i think it should be enough when you explain the deposited amount, I even showed them how i funded my walllet.

But to take it to step 3 and continue to ask how i funded this houw I funded that.

I have astate and tax department i already declared all my income to.

So why would i need to do this again to an Online Casino?

And all this over winning 200€ without any bonus or freespins.

There need to be guidlines for casino aswell in their requests for documentation.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Manga Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain in your own words how you funded your crypto wallet?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or 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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I funded it through P2P (peer to peer transfer)

I exchanged cash for crypto.

I already explained and provided documentation of how i topped uip my mifinity wallet which i used to deposit at the casino.

I played slot machine and won.

I will forward all communication with the casino on email to given address above.

Thank you

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear marcovlindeman73,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef