Run4Win Casino - Player’s withdrawal has been delayed.

For a week now I have been trying to withdraw money after previously making several successful withdrawals. The problem is the verification process which at different times has asked for: a picture of my credit card. a copy of a bank statement, a copy of an online credit card, a picture of my bank card, and various requests for a copy of several individual deposits on different days.

i have now uploaded over a dozen documents and they keep asking for something else. Just today they asked for a copy of the bank statement with my name, four digits of my card, and transaction — even though that doc was already uploaded.

And because they want photos of actual credit cards with 10 digits showing this feels like a real security issue as well.

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 Vancouverqqq,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Just counted how many times I’ve I uploaded documents as they keep asking for something else: 16.

Yes, I’ve uploaded 16 documents and they will undoubtedly ask for more. How is this reasonable?

Hello Casino Guru Team,

 

Thank you for reaching out regarding the player's complaint concerning their withdrawal of 500.00 CAD. We completely understand the player's initial hesitation when it comes to sharing sensitive financial documents online, and we appreciate the opportunity to clarify our verification procedures and provide an update on this case.

 

Here is a breakdown of our regulatory requirements and the resolution of the player's account verification.

 

While we understand the player's reluctance to provide financial documents, rigorous Know Your Customer (KYC) verification is a strict requirement mandated by gambling authorities to comply with anti-money laundering (AML) laws and prevent financial fraud. As a licensed operator, we are governed by our regulatory authority, and we must implement and enforce robust AML, KYC, and transaction monitoring procedures.

 

To maintain our Anjouan gaming license, the regulatory authority has fully reviewed and approved our casino’s Terms & Conditions, which act as the binding regulatory standard we must follow. For reference, these are the applicable clauses:

 

8.4. As part of our Know-Your-Customer (KYC) process, we may request additional documentation or conduct a phone call to verify your identity. Withdrawal requests will remain pending until all required verification steps are completed. If we are unable to reach you by phone or email within two (2) weeks of your withdrawal request, your account will be locked and your withdrawal will be canceled.

 

9.5. To confirm your identity, we may request the following documents in Latin or Cyrillic script: Government-issued photo ID (passport, driver’s license); Proof of address (utility bill, bank statement); Proof of payment method (credit card front/back, e-wallet screenshot).

 

11.2. We reserve the right to verify your identity before processing any withdrawals. If you submit false or incomplete KYC documents, we may refuse your payout and terminate your account notification will be sent via email. Additionally, we may report suspicious activity to the relevant regulatory authorities.

Required Identification Documents (at minimum): A copy of a valid government-issued photo ID (e.g., passport, driver’s license); Proof of address (utility bill, bank statement); Any additional documentation we request to confirm your identity or payment method.

 

Under these approved procedures, we are strictly obligated to verify the ownership of every individual payment method used to deposit or withdraw funds on our platform. This is specifically to avoid third-party payments, prevent identity theft, and ensure that malicious actors cannot launder money or exploit the system using stolen financial information.

 

We absolutely do not want to put any player's financial data at risk. In fact, standard industry practice dictates that players should mask sensitive information on their cards. To verify a payment method safely, we request the following:

 

Bank Card Photo: A clear photo of the front of the bank card used for deposits. For security, we always advise players to cover the middle 8 digits of the card number (leaving only the first 6 and last 4 digits visible). The cardholder's name and expiry date must be clearly readable. If we require the back of the card, the 3-digit CVV code must be covered. We will never request full card details.

Bank Statement: A recent bank statement that clearly shows the player's full name, account details, and the specific deposit transactions made to our platform. We require this to verify the source of the funds and confirm account ownership.

Transaction Screenshot: At times, we may need a transaction screenshot in case a deposit is made through Apple Pay, Google Pay, or other masking systems in order to fully determine the origin and validity of the transaction.

Please rest assured that all personal and financial information transmitted to us is protected by strict encryption protocols.

 

We pride ourselves on the speedy document and transaction reviews we provide to our players. After the player successfully uploaded the required, safely redacted documents, we were able to review them in less than 20 minutes and approved the 500.00 CAD withdrawal within 25 minutes.

 

We hope this clarifies why these checks were an unavoidable step in securing the player's account and maintaining a legitimate gaming environment. We are glad that everything has been fully resolved on our end and that the funds have been successfully processed.

 

Best regards,

Team Run4Win

Withdrawal received. Thank you. Some advice. I was asked to verify three different sources of deposits and multiple different transactions and it was never clear which docs were approved and which weren’t. The verification history should show an identifier of approved versus not approved that is better than a number reference. Requests were also vague. For example, I’d be asked for a bank statement but they really meant a statement of a virtual credit card. Finally, when trying to resolve issues in chat, the chat would close if I took a moment to find some info. Going forward a simple email or a message in the site clearly showing the title of a doc approved and the title of a doc to be approved would make this a lot easier.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Vancouverqqq,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla