The player from Berlin faced a delay in his €500 withdrawal from Realz Casino, which was not processed. The Complaints Team attempted to gather necessary information regarding his withdrawal and verification status to assist with the issue. However, due to the player's lack of response to multiple inquiries and reminders, the complaint was closed without resolution. The player was informed that he could reopen the complaint in the future if he chose to resume communication.
Realz Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Realz Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
My withdrawal of €500 has not been processed. I've read in other forums that Realz Casino sometimes refuses to pay out to people for weeks or even months, without any apparent reason. They keep giving me new "reasons for the delay." Please help me! (I can't change my location here.)
Automatic translation:
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
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 I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- When did you request the payout of your winnings? Would you be able to share a screenshot of your pending payout as evidence to support your complaint? Post it here or send the information to my email at tomas@casino.guru
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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 month ago
Dear CrossedKiller,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
