The player from Germany had waited since March 3rd for Realz Casino to process his withdrawal requests, with no verification requested up to that point. He found the live chat unhelpful and sought assistance in resolving the issue. Verification was eventually requested, but his documents were repeatedly rejected, including problems with his crypto wallet proof due to its lack of personal data. After intervention by the Complaints Team, the casino verified his account and processed several payouts. The complaint was then marked as resolved, with the player having received his withdrawals. Later, the player reported delays in further withdrawals after the complaint closure. Following additional communication, the casino processed some payments, but due to the player's lack of response, the complaint was closed again. Upon reopening, the casino confirmed all withdrawals were completed, and the complaint was finally resolved.
Realz Casino - Player's withdrawal is delayed at the casino.
Case closed
Amount: €12,550
Realz Casino
Safety Index 8.0 HighCase summary
Translation
Hi, Realz Casino isn't processing my withdrawal requests. I've been waiting in vain since March 3rd. Verification hasn't been requested yet, and the live chat isn't helpful. I need help resolving this again, please.
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.
Dear Honeywife,
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?
- Have you tried reaching out to the casino customer support to ask if it's necessary to provide any documents for the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
- What types of games did you play?
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
TranslationHi, I've never withdrawn before. When I inquired, live support only said that there could be delays due to a high volume of withdrawal requests. Nothing has happened so far, and my account still says that no verification is necessary, but the withdrawals are still pending.
I earned my winnings with a VIP deposit bonus and only played slots.
Hello Honeywife,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
TranslationHello, in the meantime, verification was requested, and I immediately uploaded all the documents. Today I see that everything was rejected, some without explanation. I can't understand why my ID and face scan were rejected. To me, this seems like a deliberate delay.
Dear Honeywife,
I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.
I will review the case and get back to you shortly. If there have been any other updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
TranslationUnfortunately, there are further deliberate delays from the casino.
They sent me an email accusing me of providing a false date of birth. This is not true, and once again I wonder why everything isn't checked correctly from the start. Here is further proof for Casino Guru.I request that Realz Casino, should any further documents be required, please request them all directly to avoid further delays.
Thank you for your reply and patience, Honeywife. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you tried to discuss the issue regarding the incorrect date of birth with the casino?
- Have you received any response? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here.
I understand this may take time, so I appreciate your assistance.
TranslationI replied to the casino and haven't received a response yet. Could you please make my previous post private, as it contains sensitive information?
To me, it seems like a deliberate delay in the verification process, with the casino now simply claiming my date of birth was entered incorrectly and therefore rejecting my documents. This is clearly not incorrect, as you can see for yourself. I want to complete my verification as quickly as possible without further delay. I've been waiting a very long time and need your assistance, please.
Dear Honeywife,
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,
Kristina
Dear Honeywife,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Realz Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case?
Thank you in advance for providing the information.
Dear all,
Thank you for contacting us.
We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.
We appreciate you reaching out to us about this matter.
Kind regards,
Realz Team
Dear Realz Casino Team,
Thank you very much for the update!
We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.
TranslationI can no longer see which documents are still needed.
It would be helpful if the casino could clarify whether any further documents are required, and if so, which ones exactly?TranslationThe casino requested proof of deposit and proof of ownership of my crypto wallet. I uploaded these documents yesterday.
I'm stating upfront that I use the Trust Wallet app, which is a crypto wallet without a real name or email address. It consists solely of a crypto address and has no named owner. I've uploaded a screenshot of my wallet address. You can see there that the wallet address matches the address from which I deposited funds.
TranslationThe casino rejected my Trust Wallet screenshot because it doesn't show my real name. As I said, Trust Wallet doesn't collect any personal data, so it's not possible to upload the required document that way.
Other casinos have always accepted my Trust Wallet screenshot because it confirms that the address belongs to me. It's the same address I used to deposit and withdraw funds.
I have now uploaded it again and ask that you accept the screenshot and complete my verification.
Dear all,
Thank you for contacting us.
We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.
We appreciate you reaching out to us about this matter.
Kind regards,
Realz Team
Dear Realz Casino Team,
We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Honeywife´s verification process.
Please let us know at your earliest convenience.
Dear all,
Thank you for the patience.
We would like to inform you that your account is now verified.
Kind regards,
Realz Casino
Dear Realz Casino Team,
thank you so much for the good news!
Dear Honeywife,
Can you please give us an update regarding your withdrawal requests? Have they been processed?
TranslationI have received several payouts. Currently, €8850 is still outstanding, and I have already requested further payouts.
Dear Honeywife, those are great news!
I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. I understand, you might feel unsure regarding the rest of the balance to be paid off, but be sure I am here to assist! Just write me (martina.b@casino.guru) or simply reopen the case. And if you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
We have reopened this complaint at the request of Honeywife, who states:
Since closure of complaint I have only received a single 500€ withdrawal and one withdrawal got canceled without reason. The Casino was Processing withdrawals much faster and in line with their terms and conditions when the complaint was active.
I kindly request an update from the Realz Casino Team regarding the status of the player’s withdrawal requests and the reasons for the delays in processing them. Thank you for your attention to this matter.
TranslationNo further withdrawal requests were processed by the casino. My fear that they would stop adhering to processing times once the case was closed unfortunately seems to be confirmed.
Dear Honeywife,
I have just contacted the casino via another channel (outside of this thread), so hopefully, they will get back to me soon.
Once I have any news, I will get back to you!
Dear all,
Thank you for contacting us.
Please be advised that we processed payments totaling €1,500 on May 2 and May 3. Any remaining pending withdrawals will be processed shortly.
Kind regards,
Realz Casino
Thank you Realz Casino, for the update!
Dear Honeywife,
please keep me informed, when you receive your withdrawals. Thank you so much in advance
Dear Honeywife,
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 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,
Martina
Casino.Guru
We’ve reopened this complaint at the request of Honeywife. since she wrote us a message that:
"Hello, there is still €850 outstanding.
Please excuse the delayed response. The casino has paid regularly so far."
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.
Dear Martina,
Thank you for the reply.
We kindly inform you that the withdrawals of the player is all completed.
Kind regards,
Realz Casino
TranslationHello, I received everything. Thank you, Martina.
Honeywife, that´s wonderful! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
