Realz Casino - Player faces delays in withdrawal processing.

Hi, I made a withdrawal request from this casino on 22.01 2x €500

Both were canceled on January 25th because the casino wants information that the casino account is mine, i.e. some confirmations. Customer service said on January 25th that they would be sent to my email very soon and I have now waited 4 days for them and heard nothing. I asked customer service and they just keep repeating the same crap "we will send you a confirmation very soon" and they can't get anything done.

I have another complaint already regarding a casino called pandido which has the same problem and it also has the same problem because pandido is almost identical to this realz casino. So I believe they are deliberately trying to delay my withdrawals.

Below in the attachment you can see how the customer service representative says "opening soon" 😀

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Dear miikaplayer23,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing with your withdrawal and I fully understand your concern.

Please note that KYC verification is a very important and essential process, as it ensures that funds are paid out to the rightful owner. Since casinos are unable to physically verify players’ identities, this procedure is the only way licensed and reputable gambling establishments can properly complete the verification process. For this reason, none of the serious and licensed casinos take KYC lightly, and completing this thorough procedure may take a few working days.

Additionally, please bear in mind that it is quite common for withdrawals to take several days, or in some cases even weeks, to be fully processed. Delays may occur due to an unfinished KYC verification or a high volume of withdrawal requests. Therefore, we generally advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting a withdrawal before submitting a complaint.

To help us better understand your situation and move the case forward, could you please clarify the following:

• Which verification documents have you already provided (if any), and when exactly did you submit the most recent one?
• Have you ever made a withdrawal at this casino?

If your account has already been successfully verified, your game history reviewed, and your withdrawal approved by the casino, yet you still have not received your winnings 14 days after submitting the withdrawal request, we will proceed the case and assist you further.

I hope we will be able to help you resolve this issue as soon as possible.

Best regards,

Petra

Dear miikaplayer23,

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.

I submitted the documents to them for verification 9 days ago and they still haven't approved them and in customer service they just say wait

It has been 11 days now and the documents have not been approved.

Thank you for your reply and for providing the previous details, miikaplayer23.

Unfortunately, you haven’t addressed my previous questions. Please review my initial reply and provide the requested information, as these details are essential for us to proceed with your case and assist you further.

To assist you better:

• Could you please let me know which documents you have already provided and the exact date when you submitted the most recent one?
• Have you submitted all the required documents in the correct format and without delay?

Additionally, could you share any further communication you’ve had with the casino? This may include screenshots, emails, or chat transcripts.

You can send all documents to petra.h@casino.guru or upload the screenshots directly to the thread.

Thank you again for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear miikaplayer23,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra