Reybets Casino - Player’s withdrawal is delayed due to KYC issues.

So I made an account here around 2/3 months ago. I’ve made a few deposits now with their 100% bonus on every deposit offer.

I have withdrawn maybe once or twice most was like $200.

I managed to wager a bonus and ended up with $1800, I went to withdraw and they trigger KYC. Asking me for a government issued ID. I send a driving license and they declined it. Site does state no KYC, but they told me about some issue with IP address and a multiple account. I emailed their support as requested to explain this. I told them I was looking at becoming an affiliate with them and spoke to their rep on Telegram who asked me to register at their affiliate site, so I made an account just based for streaming instead of my personal account I used. I never used the 2nd stream account.

Anyway, whilst waiting for a reply I decided to play still, they state after wager any bonus can be withdrawn at $7500 a month. My balance had grown to $12000 and nothing states in their terms that you can’t play after wagering a bonus but except for the max monthly withdraw/win cap?

Tried to upload my documents again and rejected. I had another ID but I had misplaced, having found it and uploading now 3 days pass and it’s still pending. Live chat don’t answer neither do email support.

I want to know what’s happening with my winnings, many thanks ☺️

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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify when exactly you created your regular player account and when exactly you registered your affiliate account?
• Have you provided any identity documents for the verification of your affiliate account?
• Have you received any bonuses or made any deposits into your affiliate account?
• What types of games did you play using your regular account?
• Did the casino allow you to create a second account for affiliate purposes despite you already having a player account? If you have any communication confirming this, kindly forward it to me at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Could you please clarify when exactly you created your regular player account and when exactly you registered your affiliate account?

From the top of my head probably around June/July this years

Have you provided any identity documents for the verification of your affiliate account?

Yes, I have sent driving license, national ID, bank and phone statements.

Have you received any bonuses or made any deposits into your affiliate account?

No, it was never used at all, whilst I was waiting for their affiliate managed to get back to me.

What types of games did you play using your regular account?

Just slots, nothing else.

Did the casino allow you to create a second account for affiliate purposes despite you already having a player account?

I did mention to him and he didn’t say no to this, I wanted to keep it separate to my personal account.

If you have any communication confirming this, kindly forward it to me at

Yet they still accuse me of more accounts, which is not true.

I only played on my main account username Scott and the other affiliate skonzieTV was never used what so ever. It’s funny, why would I need to do this, they offer a unlimited 100% deposit bonuses, so why would anyone feel the need to create multiple accounts and try and cheat them?

I will forward some screenshots to your email now.

After mentioning to them I would go report to Anjouan and and CasinoGuru, they said we won’t pay you nothing now because of this. As you know I’m well within my rights to do so. This is very unprofessional of them as a company.

Many thanks.

Any update please

Thank you for your response.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you ever lent your device to another person who might have used it to create their own account at this casino?
• Have you ever accessed your casino account from a public computer or a shared device?
• Have you ever accessed your casino account using a VPN or any other IP-masking software?

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

No one else in my household gambles

Have you ever lent your device to another person who might have used it to create their own account at this casino?

Nope, never.

Have you ever accessed your casino account from a public computer or a shared device?

Nope.

Have you ever accessed your casino account using a VPN or any other IP-masking software?

Nope. All I done was create one personal account under the name Scott and a separate one for affiliation named skonzieTV which was never used, as mentioned before I was in talks with their affiliate manager (who has now cleared all my chats and blocked me)

I have also emailed you with screenshots,

Thank you 🙂

Dear scottyc

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, Michal (michal.k@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

Hello scottyc,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Reybets Casino to join the conversation.

Dear Reybets Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused, and clarify how this could have provided the player any unfair advantage. While two accounts may indeed have been created, only one account appears to have been actively used.

Should there be any additional circumstances or factors affecting this matter, please forward them to me via email at michal.k@casino.guru for an independent review.

Thank you in advance.

Hi Michal, nice to meet you 🙂

I have just also emailed these ‘multi accounts’ of mine in question, as they definitely do not belong to me. Once I get replies I will post further screenshots of the correspondence.

As previously mentioned there is no intent here to try and cheat your casino. You offer a 100% unlimited reload on each deposit, there is simply no need. What more could a player ask for??

Dear Casino Guru Team,

This matter is permanently closed and will not be reviewed further.

We warn Casino Guru and all B2C operators about this individual, who submitted falsified identity documents. Reybets does not negotiate or settle with users involved in fraud.

Our decision is final, and this is our last response regarding this case.

Kind regards,

Reybets

I have received a response already from one of the accused accounts of mine. See below.

Also, you haven’t sent any proof that all these so called accounts belong to me. You need to provide all this to casino guru, you can’t just dismiss this, I am not happy with the resolution so far and consider this to still be open.

Yes it was not the right thing, I do apologies but I’ve told you time and time again, I’m not here to cheat or defraud anyone. I am a genuine person, who put my own hard earned cash down to play at your casino, gambling is a big problem for most and if you tell a player they are not getting their money, well you would end up doing what you can to get your winnings. How can you just accept you’ve lost $12000?

Thank you all for your responses.

Dear Reybets Casino,

Kindly forward all information and supporting evidence relating to the multiple accounts to michal.k@casino.guru for my independent review.

Regarding the identity documents, I agree with the findings of your security team. I will take this into consideration as part of my overall assessment of the case.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for all the information and evidence provided, Reybets Casino Team

Dear scottyc,

Thank you for your patience while I reviewed all the information and supporting evidence provided by the casino and you.

After carefully assessing the case, I must conclude that we are unable to uphold your complaint.

The decisive issue is the identity document you submitted during the verification process. The casino provided evidence demonstrating that the document was not genuine, and you subsequently acknowledged in this complaint thread that it had been created using AI.

Submitting a fabricated or fake identity document is a serious breach of not only the casino’s but also the industry's standard verification and security rules. Regardless of why you submitted it or whether you acted out of panic, knowingly providing a falsified document cannot be regarded as an acceptable response to a verification request. Your explanation does not change the nature or seriousness of this violation.

The fact that the casino promotes itself as a "no-KYC" platform does not mean that verification can never be requested. As clearly indicated in the information you quoted, the casino may require additional verification when activity is identified as high-risk or unusual. In this case, the multiple-account and security concerns provided a legitimate basis for initiating additional checks.

I also reviewed the casino’s evidence concerning the linked accounts. The accounts were created within a very short period, shared matching IP and user-agent information, accessed the casino through a VPN or proxy, and claimed promotional offers. Although an IP-address match or the use of a VPN would not necessarily prove multiple-account activity on its own, the combination of these factors is consistent with the indicators commonly associated with coordinated or syndicate account usage intended to exploit casino promotions.

I must also note that you initially stated that you had never used a VPN or other IP-masking software. You later acknowledged using a proxy or Norton service to conceal your IP address. This inconsistency further weakens your explanation of the technical links identified by the casino.

Nevertheless, even if the multiple-account connection could not be established with absolute certainty, your admitted submission of a fabricated identity document constitutes a sufficiently serious and independent violation to justify the casino’s decision. A player cannot reasonably expect a casino to approve a substantial withdrawal after knowingly attempting to complete its security verification with a falsified document.

For these reasons, I consider the casino’s actions justified and since you clearly breached the rules will close this complaint as Rejected – Unjustified.

Based on the evidence provided and your explicit admission that you submitted a fabricated identity document, we have no legitimate basis whatsoever to challenge the casino’s decision or request payment of the disputed winnings.

You are entitled to disagree with our conclusion and may pursue your case with the casino’s licensing authority or another competent body in your jurisdiction.

Should you receive a formal ruling in your favour, you may forward it to me at michal.k@casino.guru for review.

I strongly recommend that you never submit altered, fabricated, or otherwise inauthentic documents to any operator in the future, regardless of the circumstances.

Best regards,

Michal

Casino Guru