Realz Casino - Player’s withdrawal is delayed.

Hi, i would like to ask for help.

payment of 1500€ is being delayed since 21.12.2025

i think i was patient enough.

chat is reponding with same generic answers, like they are doing best for my withdraw to be processed fastest as possible.nonsense.

In mean time i canceled one withdraw of 500€ which i lost.

im still waiting for 1000€ to be payed out.

max withdraw amount is 500€ of max 3 withdraws.

thank you in advance.

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Dear Eliiiii,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Veronika

Hello,

i have never withdraw from this site.

when i asked if they need any documents they said it is not needed.

I took bonus and wagered 20,000€+

i had 5,000€ but becouse of their policy i was able to withdraw 500€ a day

and max 3 pending withdrawals so i lost 3500€. I still have two pending withdrawals.

tnx for your help

Dear Eliiiii

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, Martina (martina.b@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,

Veronika

Dear Eliiiii,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Realz Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Dear Eliiiii,

The casino experiences some technical issues with posting to the thread, so they asked me to do it for them:

" Dear Eliiiii,

To proceed with the verification of your account, we kindly ask you to provide the following documents:

Proof of Identity (ID): A clear, high-quality photo of your valid government-issued identification (Passport, National ID, or Driver’s License).

Selfie: A clear photo of your face.

Selfie with ID: A photo of you holding your identification document next to your face. Please ensure all details on the ID are legible and your face is fully visible.

Proof of Address (AOS/POA): A recent document (such as a bank statement or utility bill) issued within the last 3 months that clearly displays your full name and residential address.

Please upload these files directly through the Verification section of your profile.

Thank you for your cooperation.

Kind regards,

Realz Casino Team "

When i asked if you need any documents, to start verification you said it is not needed. I have sent you everything you have asked.

i hope it will be quick.

Dear Eliiiii,

thank you very much for providing the documents. Should you have any news, please let me know.

Dear Eliiiii,

Casino did let me know, that they received the documents and now they are under the review. Once the verification is finalized, they will let us know.

When you receive any information from them, please let me know.

Dear Eliiiii,

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.

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

Dear Eliiiii,

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,

Martina