Real Prize Casino - Player's withdrawal is delayed due to verification issues.

My name is Teresa and I am a retired accountant. I am really having problems trying to redeem my balance from REAL PRIZE. I been living at the same address for 10 years and I sent utility bill and bank statement.

I registered with over a year ago and I just start playing on there Casino. After playing slots on there platform I decided to cash out, I initiated the cash-out process, which required identity and address verification.

I am having a major problem with address verification although I been living at the same address for 10 years. I submitted my valid driver license, bank statements, and a utility bill yet, I am still receiving emails saying, they will review and get back to me. I got a message saying, I WAS VERIFIED on July 5th then I received a email saying they need additional information on my address. THIS IS INSANE.

To date, I have submitted six separate requests for assistance and have provided the requested documentation each time. I received emails confirming the issue was "resolved," only to be told shortly afterward that further verification was needed. This inconsistency and lack of accountability has caused me significant distress and eroded any trust in this company.

I have resided at the same address for ten years and have never encountered such challenges with other sweepstake casinos. I find it unacceptable that, despite repeated efforts and full compliance with their requests, my account balance remains inaccessible.

Can you please resolve this

Thank You

Teresa L

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Dominika

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.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.