Realz Casino - Player claims that payment has been delayed.

I got 21 000 euros wins in sport betting and i deposit own money, no bonuses. I withdrawal two times 500 euros and both was some days delayed what Realz promises(3 business days). Now i got that 20 000 e left in account. My latest withdrawal is been process almost two weeks, 9 business days. I have actively mail them, and they say that payments department is busy. They also give me couple days ago 200e bonus what i refuse to take, so they cancel that.

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Dear Jappe,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I finally received my withdrawal today, but I can't make a new one; the site now states that every deposit amount must be fully wagered before a withdrawal can be made. This is very strange, because I haven't made any deposit. I only cancelled the €200 bonus that had appeared in my account.

Now, when I asked why the withdrawal of funds is blocked now, the casino claims I have an un-wagered €150 cash bonus—which is not true.

An update on the situation: previously, the account didn't require verification, but now—unexpectedly, after three withdrawals—I suddenly need to submit documents. This casino really does everything it can to frustrate the customer.

Dear Jappe,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

The situation is that I have €19,500 in my gaming account. The casino has blocked the withdrawal; when I asked why, they claimed I had an un-wagered €150 cash bonus, which isn't true.

In addition, the casino started demanding documents to verify my identity. I have submitted everything, but they keep rejecting the documents provided for address verification, and I don't know the reason why. So its still lots of issues still going on with Realz Casino.

I’m sorry to hear about your problem.

Please understand that KYC (Know Your Customer) 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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance for your reply.

Hello,

I have send my selfie, ID card both sides, my bank account documents, photo from paper and screenshot from bank application. Also screenshot from my housing company fee. Also i send my mobile phone bill and electric bill screenshots. I been sending these right away and right format. Last screenshot is taken 6.9.2026 7.44 A.M and send after that.

Thank you very much for your reply, Jappe.

Could you please share a screenshot of your withdrawal history? Could you please confirm if you have fully wagered all your deposits?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru regarding account verification and when they informed you of an unwagered €150 cash bonus? If it’s more convenient, you may also post screenshots here.

Additionally, for an independent review, please email me all the documents and selfies that you sent to the casino.

I understand this may take time, so I appreciate your assistance.

I have attached the conversation I had with the casino. They initially credited a €200 bonus to my account; I asked them to cancel it, and they did so. Later, when I was blocked from withdrawing funds, they claimed there was an un-wagered €150 bonus—a completely fabricated claim. When I subsequently asked why I still couldn't withdraw money, they stated they could process it manually if I emailed them my bank details. I did this and received €500 last Monday. Now, however, I haven't received any response when asking to have the withdrawal block removed. Dealing with this casino is a complete mess. They have already approved my KYC documents; do you still require copies of those documents as well?

Here is corversation screenshots:

Dear Jappe,

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, Štefan, (stefan.m@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,

Jean

Dear Jappe,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Realz Casino to join this conversation and assist in addressing the complaint.

Dear Realz Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Realz

Dear Realz Casino,

Thank you for your response and for looking into the matter with the relevant department.

We will await your update. Please let us know once the review has been completed or if any additional information is required from the player.

Thank you for your cooperation.

Dear All,

We are writing to inform you that all previously pending withdrawal requests have been successfully processed and completed.

We request from the player that they may now submit their next withdrawal request through the standard procedure in their account dashboard.

Kind regards,

Realz Casino Team

Dear Jappe,

Could you please confirm whether you have received the funds? Please also submit additional withdrawal requests and let me know once you have done so.

I look forward to your response.

Greetings. I went to make a new withdrawal today, and once again it has been blocked for the same fabricated reason. A screenshot is attached.

Dear Jappe,

Thank you for the reply.

We would like to ask you to request again withdrawal and if the same issue appear please inform us as the relevant department inform us there is no issue from our side.

Kind regards,

Realz

I just tried to do withdrawal and same reason for blocking withdrawal. Here is screenshot.

Dear jappe,

We hope this email finds you well.

Could you please confirm if the bank details used for your previous withdrawal (ending in **** **** **50 2004 00) are still valid?

Once confirmed, we will proceed with processing a manual withdrawal on your behalf.

Thank you for your patience and cooperation.

Best regards,

Realz