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 Guru to reply
6d 7h 21m 46s
Ragnaro Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
1 week 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:
Public
Public
1 week 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.
Public
Public
1 week 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
Public
Public
16 hours 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
Casino Guru is examining the case
Tomas is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
