Realz Casino - Player’s withdrawals are delayed due to verification issues.

Hallo ich habe bei Realz Casino seit 15.01. ausstehende Auszahlungen die nicht bearbeitet werden. Auf Nachfrage bei meinem VIP Manager behauptet dieser mein Account muss verifiziert werden, in meinem Account steht allerdings dass derzeit keine Verifizierung erforderlich ist. Das habe ich ihm mitgeteilt und er meinte ich sollte bald eine Email erhalten mit Anweisungen, das ist aber bisher nicht passiert.

Ich warte jetzt 2 Wochen und nichts passiert, es sieht für mich wie eine Taktik der Zeitverzögerung aus mit der Hoffnung dass ich mein Guthaben wieder anfasse. Ich bitte um Hilfe das Problem zu lösen.

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 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

Hi Attila. Nein ich habe noch keine Auszahlung vorher tätigen können.

Es wurden jetzt Dokumente angefordert die ich alle hochgeladen habe. Ich hoffe es kommt zeitnah zum Abschluss.

So, jetzt hat Realz meinen Crypto Wallet nachweis abgelehnt und auch meine Einzahlungsnachweis, was überhaupt keinen Sinn ergibt und eine weitere Art ist das Verfahren in die länge hinauszuzögern.

Ich bitte Sie das Casino zu kontaktieren oder einzuladen zu der Beschwerde und mitzuteilen dass Trust Wallet keine persönlichen Daten enthält und lediglich aus einer Crypto Adresse besteht. Ich habe den notwendigen Screenshot der dies nachweist jetzt erneut hochgeladen sowie die Einzahlungsnachweise.

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.

Ich habe hier den Email Verlauf mit dem Manager und auch den Screenshot von meiner Crypto Adresse. Diese Adresse ist identisch mit der Adresse von welcher ich eingezahlt habe und meine Auszahlung beantragt habe. Es existieren keine andere Informationen in Trust Wallet daher ist ein Screenshot mit meinem echten Namen und Adresse in Kombination mit meinem Trust Wallet absolut unmöglich.

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

Hallo nochmals. Es wurde erneut meine Einzahlungsnachweise und Screenshot mit meiner Crypto Adresse und Namen gefordert.

Ich hatte oben bereits erwähnt dass das Trust Wallet keine persönlichen Daten enthält und lediglich aus einer Crypto Adresse besteht. Ich habe den notwendigen Screenshot der dies nachweist jetzt erneut hochgeladen sowie die Einzahlungsnachweise.

Ich merke ebenfalls an dass dieser Prozess so keine Fortschritte erzielen kann wenn das Casino immer wieder die gleichen Dokumente anfordert die technisch nicht möglich sind bzw. Existieren.

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.

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

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.

Ich bitte um schnellstmögliche Mitteilung ob noch etwas benötigt wird oder die Verifizierung abgeschlossen ist. Der Prozess zieht sich mittlerweile 6 Wochen und ich habe immer sofort alle Dokumente hochgeladen.

Dear BoehserOnkel,

We are writing to inform you that your account has been successfully verified. All necessary checks have been completed, and your account is now in good standing for all transaction activities.

Upon reviewing your account, we noted that there are currently three pending withdrawal requests. To ensure you receive your funds as quickly as possible, we have escalated these requests for a priority check with our finance department.

Thank you for your patience during the verification process.

Best regards,

Realz Casino Team

Dear Realz Casino,

Thank you for your response and continued cooperation.

Could you please inform us once the withdrawals have been processed?

We look forward to your reply.

Dear All,

We are pleased to confirm that the previous three withdrawal requests have been successfully processed and paid out. Please allow the standard time for the funds to reflect in players accounts depending on his provider.

Furthermore, we have received three new withdrawal submissions. To ensure a smooth experience, these requests have already been escalated for priority processing with our finance team. We anticipate these will be finalized shortly and will keep you informed of any further developments.

Thank you for your continued patience.

Best regards,

Realz Casino Team

Hello BoehserOnkel,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear BoehserOnkel,

Could you please confirm whether you have received the funds from the casino? If so, how much have you withdrawn so far and what is the remaining balance?

I look forward to your response.

Hi, ich habe noch 3487€ zu erhalten.

Hello BoehserOnkel,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear BoehserOnkel,

Could you please provide us with an update on the situation? How much balance remains in your account available for withdrawal?

I look forward to your response.

Hallo, es sind nur noch 487€ ausstehend.

Dear BoehserOnkel,

Thank you for your response and continued cooperation.

Please let me know once you receive the last payment from the casino.

I look forward to your response.

Hallo Stefan, vielen Dank ich habe nun alles erhalten.

Danke für die Hilfe

Dear BoehserOnkel,

We're glad to hear that your issue has been resolved. We'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.

Best regards,

Stefan

Casino.Guru