The player from Germany has pending withdrawals at Realz Casino since January 15th that remain unprocessed. His VIP manager states that account verification is needed, although the account status indicates otherwise. After two weeks without an email response, he suspects a stalling tactic to delay his withdrawals.
Realz Casino - Player’s withdrawals are delayed due to verification issues.
Opened
Current status
Waiting for casino to reply
4d 19h 22m 12s
Realz Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello, I have had pending withdrawals at Realz Casino since January 15th that are not being processed. When I contacted my VIP manager, he claimed my account needs to be verified, but my account status shows that no verification is currently required. I informed him of this, and he said I should receive an email with instructions soon, but that hasn't happened yet.
I've been waiting for two weeks now and nothing has happened. It seems to me like a stalling tactic, hoping I'll use my credit again. I'm asking for help in resolving this issue. 
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1 month 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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1 month ago
Dear player,
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 understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you kindly confirm whether you have previously completed the KYC verification process at this casino?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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3 weeks ago
TranslationHi Attila. No, I haven't been able to make a withdrawal yet.
Documents have now been requested, which I have uploaded. I hope it will be concluded soon.
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2 weeks ago
TranslationSo, now Realz has rejected my crypto wallet verification and also my deposit verification, which makes absolutely no sense and is yet another way to prolong the process.
I request that you contact or invite the casino to the complaint meeting and inform them that Trust Wallet contains no personal data and consists solely of a crypto address. I have re-uploaded the necessary screenshot proving this, along with the deposit receipts.
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2 weeks ago
Dear player,
Thank you for your reply. Could you please forward the submitted documents along with your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.
Thank you for your patience and cooperation.
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2 weeks ago
TranslationI have the email exchange with the manager here, as well as a screenshot of my crypto address. This address is identical to the one I used to deposit funds and request a withdrawal from. No other information exists in Trust Wallet, therefore a screenshot showing my real name and address in combination with my Trust Wallet information is absolutely impossible.
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1 week ago
Dear player,
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, Stefan (stefan.m@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,
Attila
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1 week ago
TranslationHello again. I was asked again for my deposit proof and a screenshot showing my crypto address and name.
As I mentioned above, the Trust Wallet contains no personal data and consists solely of a crypto address. I have now re-uploaded the necessary screenshot proving this, along with the deposit receipts.
I would also like to point out that this process cannot make any progress if the casino keeps requesting the same documents that are technically impossible to obtain or do not even exist.
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5 days ago
Dear BoehserOnkel,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to Realz Casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Realz Casino to join this conversation and assist in addressing the complaint.
Dear Realz Casino,
Could you please provide your comments regarding this situation? We believe that the screenshot from TrustWallet showing the full crypto address should be sufficient to verify ownership of the wallet.
Thank you in advance for your cooperation and for sharing any relevant information.
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2 days ago
Dear BoehserOnkel,
As previously mentioned by my colleagues, further verification is required to proceed with your withdrawals. We can confirm that we have located the documents you recently uploaded to your account.
To expedite this process, we have escalated your documents to the relevant department for a priority review.
Additionally, we have relayed the specific information you provided regarding your Trust Wallet to them to ensure it is taken into consideration during their assessment.
We understand that you are eager to receive your funds, and we are working to complete this review as quickly as possible. We will notify you the moment we receive an update.
Thank you for your continued patience and cooperation.
Best regards,
Realz Casino Team
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2 days ago
Dear Realz Casino Team,
Thank you for confirming that the documents have been located and escalated for priority review, as well as for forwarding the additional information regarding the Trust Wallet to the relevant department.
We appreciate your efforts to expedite the verification process. Please keep us informed once the review has been completed and confirm whether the player has successfully passed the verification and when the withdrawal can be expected to be processed.
We look forward to your response.
