The player from Australia won $300 after depositing $75 but faced issues withdrawing her winnings due to KYC verification. Despite explaining her situation during a move and having an expired license, her account was shut down, and she was informed that she would not receive her winnings.
Royal Reels Casino - Player’s account has been closed.
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6d 22h 19m 36s
Royal Reels Casino
Safety Index 8.3 HighCase summary
Discussion
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2 days ago
I deposited $75 and won $300. Ive not had problem withdrawing before but ive had to verify my identity in KYC verification process.
Ive explained to the casino I was in the middle of a move from one town to another, due to severe domestic
Violence and id only had my old license card what had only expired a couple days beforehand.
After weeks of stress, I finally received mt new licence card in the mail and they shut my account down and said they decided i was unable to get winnings and it was final and I had to just take it.
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1 hour 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 hour ago
Dear Silla83,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help us investigate and expedite the process, could you please provide the following details:
- Do I understand correctly that you already have the new ID? Have you provided it to the casino?
- Have you submitted any other documents to verify your identity, and have they all been approved?
Thank you in advance for your reply and cooperation.
Best regards,
Kristina
