The player from Austria faces issues with withdrawing funds due to repeated requests for the same document and difficulties in the verification process. She has canceled her withdrawal and attempted to use a previously verified bank account, but payouts continue to be delayed, and live chat support is unhelpful.
Simsinos Casino - Player's withdrawal is being delayed.
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Current status
Waiting for Casino Guru to reply
1d 0h 20m 8s
Simsinos Casino
Safety Index 4.5 LowCase summary
Discussion
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4 weeks ago
Translation
Hello, I tried to withdraw money for the first time around September 1st. I received several emails to verify my new account and uploaded all the documents immediately.
I was asked four times to send the SAME document (current bank statement of my new account).
I was informed in the live chat that this document is missing and that I should upload it again. However, it's not possible to upload a document again using the last email address, as this is only possible once.
I cancelled the withdrawal on August 9th and had the money paid out to my old, fully verified bank account. These withdrawals also supposedly cannot be processed.
Although I was otherwise always able to withdraw smaller amounts to this account without any problems.
I have the feeling that the payouts are being deliberately delayed, as the same documents are repeatedly requested. I even had to go to the bank to get official proof of my account AND my home address, and yet my account still hasn't been verified for about two weeks.
It is not possible to provide help via live chat, and the chat is usually ended immediately.
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3 weeks 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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3 weeks ago
Dear Eskimee,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we have received many complaints about delayed withdrawals from this specific gambling establishment. Despite the many cases submitted, the casino decided to take a no-response policy toward all our attempts to negotiate any issues.
I can only imagine how frustrating it must be to wait for your money without any feedback on when you’ll receive it, and I genuinely hope that your winnings will be sent to you eventually.
- Could you please forward a screenshot of your withdrawal request to tomas@casino.guru?
Thank you in advance for your cooperation and reply.
Best regards,
Tomas
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3 weeks ago
TranslationGood day,
I have now received a request to send in a bank statement including my home address.
Although the casino itself repeatedly emphasizes and communicates that for EU citizens a bank statement showing name, IBAN and BIC is sufficient. (See photo)
I would now have to request an additional document from the bank, and this takes approximately 7 working days and also costs something.
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3 weeks ago
TranslationI just hope I don't have to request and pay for this document for nothing.
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2 weeks ago
Thanks for the explanation.
Did the casino approve your documents since your last reply?
Were your winnings paid out?
Looking forward to your reply.
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2 weeks ago
TranslationHello, I am now waiting for a new verification link.
Since I had to request the document from the bank specifically, it has expired.
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1 week ago
Hello Eskimee,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 week ago
TranslationI had to upload the required document MULTIPLE TIMES. After that, part of my payments were processed and disbursed. The other half of my payments still haven't been disbursed, and yesterday I was asked AGAIN to upload the same document. This has been going on for a month now!
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1 week ago
Thanks for the update.
Could you please upload a screenshot of your payout request as it appears in the casino records as evidence?
You may include the screenshot of a payout recently processed as well Send the information to my email at tomas@casino.guru or post screenshots here.
Thanks in advance for your cooperation.
