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.