The player from Germany asserts that her account with Casino Ragnaro has blocked her €14,210 winnings despite her submission of all required documents over the past three months. She has encountered repeated document requests and claims there has been no progress or feedback regarding her payout.
Ragnaro Casino - Player’s winnings are confiscated and account is blocked.
Opened
Current status
Waiting for casino to reply
4d 14h 59m 37s
Ragnaro Casino
Safety Index:Very lowCase summary
Discussion
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1 month ago
Translation
Date: April 1, 2026
Dear Casino Guru Team,
I hereby file a complaint against Casino Ragnaro due to blocked payouts, repeated document requests, and lack of processing despite already submitted documents.
Financial overview
Total winnings: €14,210
Already paid out: €0
Amount due: €14,210
Background of the profits
On December 14, 2025, I deposited €500 via Jeton (Mastercard) (4th welcome bonus).
I have:
played Dice with real money
Played Lucky Mines with bonus money
After full implementation, the profit was converted into withdrawable real money.
This resulted in a total profit of €14,210.
Verification and document submission
I have submitted all the requested standard documents, including:
-Identity card (front and back)
-Selfie verification
-Proof of address
-Proof of payment
- Selfie with ID + visible casino website in the background
Additionally, the following was required:
→ Transaction history (MiFinity / proof of payment)
→ Period: 10.12.2025 – 10.01.2026
Chronology of communication
December 29, 2025 – Live Chat
I inquired why no payment had been made.
Answer: The case must be reviewed by the responsible department via email.
No direct solution possible in the chat
12/29/2025 – Email support
I have described the lack of progress.
Note: Withdrawal blocked without explanation
Attachments: Screenshots + Chat history
January 10, 2026 – Email with document
I have sent the requested transaction history via email.
Reason: File too large for upload
January 11, 2026 – Response from the casino
Confirmation that the documents have been received
Note: Forwarded to the relevant department
Statement: I will be informed after review.
February 17, 2026 – another live chat
I inquired why there was still no progress.
Answer:
Case still under investigation
The delay is apologized for.
no concrete solution or timeframe
Main problem
Despite this complete cooperation:
Document submitted
Receipt has been confirmed.
The case has been forwarded.
→ No further processing will take place
Additionally:
The same document is still being requested on my verification tab, even though it has already been submitted.
Problem description
Despite it:
-no processing takes place
-I receive no feedback
-there is no explanation
At the same time, the following will continue:
→ the same document was requested again, even though it had already been submitted and confirmed.
I am still blocked from making withdrawals.
Time course
December 29, 2025 → first inquiry regarding payment
January 10, 2026 → Document submitted via email
Since then → no further development
As of today, no processing has taken place for several weeks.
Conclusion
All documents were submitted in full.
The receipt has been confirmed.
The case has been forwarded.
However, no processing takes place.
The same document will still be required.
The payout remains completely blocked.
I ask Casino Guru for support so that:
It is confirmed that the submitted documents are sufficient.
-the verification process is completed
-my account will be activated
-my balance of €14,210 will be paid out immediately
Thank you for your support.
Best regards
Ninosch
Automatic translation:
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1 month 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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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ragnaro Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Does the casino apply any win limitation for the 4th welcome deposit bonus to your knowledge?
- Could you please explain which documents you submitted to verify your payment method in the casino?
- Could you please confirm that the deposits to the casino were visible on these documents in sufficient detail?
- Could you please share with me your recent 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
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1 month ago
TranslationHello Tomas,
Thank you for your feedback. I will gladly answer your questions in detail:
1. Profit limit (Max Cashout)
No, to my knowledge there was no profit limit (Max Cashout) for the fourth welcome bonus.
At no point was I informed by the casino that my winnings were limited in any way.
2. Documents submitted for verification
I have submitted the following documents for verification:
-Identity card (front and back)
-Selfie verification
-Proof of address
-Proof of payment (token / Mastercard)
-Transaction history of my deposit method
In addition, the following was specifically requested:
→ Transaction history for the period 10.12.2025 – 10.01.2026
I have this one:
First, I tried to upload
Subsequently submitted via email, as the file was too large.
3. Traceability of deposits
Yes, the deposits are clearly and fully visible on the submitted documents.
The transaction history contains:
-all relevant transactions
-Date and time
-amounts
-Deposits to the casino
The required information is therefore fully included.
4. Final communication with the casino
The last relevant communication was as follows:
December 29, 2025 (Live Chat):
I was informed that my case needs to be reviewed by the relevant department via email.
December 29, 2025 (Email):
I described my problem and submitted documents.
January 10, 2026 (Email):
I have resubmitted the requested transaction history.
11.01.2026 (Reply from Casino):
Confirmation that the documents have been received and forwarded for review
February 17, 2026 (Live Chat):
My inquiry → Answer: Case still being processed, no concrete solution yet
I have not received any further feedback since then.
Additional note
The casino continues to demand the same transaction history, even though:
-this has already been submitted
-receipt was confirmed
However, no processing or clarification takes place.
I have submitted all requested documents in full and have fully cooperated.
(I have now sent you all the documents relating to the casino's communication via email)
Thank you for your support.
Best regards
Ninosch [changed by Casino.Guru admin]
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
TranslationHello,
I made a mistake. For data protection reasons, I would like to request that my name be anonymized in my complaints or changed to "Ninosch". Unfortunately, I signed my last message with my real name. I am currently unable to edit the message as it is under review.
Thank you for your support.
Best regards
Ninosch
Automatic translation:
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3 weeks ago
Hello Ninosch,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 weeks ago
Dear Ninosch,
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, Jana (jana.k@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,
Tomas
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2 weeks ago
Dear Ninosch,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Ragnaro Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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1 week ago
Dear Ninosch,
We appreciate your patience.
We would like to inform you that we have contacted you via email to request your transaction history.
Kindly provide the document by replying directly to that email and attaching the requested file.
Thank you for the cooperation.
Best regards,
Ragnaro Team
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1 week ago
TranslationHello,
Thank you very much for the feedback.
I would like to clarify that I submitted the requested transaction history a long time ago.
Specifically:
- I already sent the transaction history via email, as the file was too large.
- Receipt of the documents was confirmed by the casino on January 11, 2026.
- I was also informed that the documents have been forwarded to the responsible department.
Since that time, however, I have:
- no further response received
-no new requirements
Therefore, I cannot understand why the same transaction history is being requested again.
I am of course prepared to provide the documents again, but I would appreciate clarification on the following points:
I have submitted all requested documents completely and on time and continue to cooperate.
Thank you for your support.
Kind regards, Ninosch
Automatic translation:
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1 week ago
TranslationHello,
Thank you very much for the feedback.
I would like to clarify that I submitted the requested transaction history a long time ago.
Specifically:
- I have already sent the transaction history via email, as the file was too large to upload to my verification tab.
- The receipt of the documents was confirmed to me by the casino via email on January 11, 2026.
- I was also informed that the documents have been forwarded to the responsible department.
Since that time, however, I have:
- no further response received
- received no new requirements with specific changes
Therefore, I cannot understand why the same transaction history is being requested again.
I have submitted all requested documents completely and on time and continue to cooperate.
Thank you for your support.
Best regards
Ninosch
Automatic translation:
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3 days ago
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.
