Sushi Casino - Player’s winnings haven’t been received yet.

I have requested a withdrawal of 600 Euro. Every time my withdrawal is rejected. I have done my verification on ID and a bill that is approved. When it comes to the second verification at the bank with IBAN etc. it is never approved. Despite emailing customer service, there is something new that needs to be sent in. All documents have been submitted but are not approved and the money is returned to the gaming account again.

Dear Sassabrassa,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

But that's the problem, all the documents are submitted but they don't approve them.

Dear Sassabrassa, please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Have you submitted your bank statement fully in line with the casino’s requirements (e.g. showing your name, IBAN, bank logo, and recent activity)?

Is the bank statement the only remaining document needed for your verification, or have you been asked for anything else?

Did you use only payment methods registered in your name?

Do you currently have a pending withdrawal on your account? If yes, could you please upload a screenshot showing the amount, date, and status?

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

They write every time that there are missing documents from the bank. I have sent in what they are asking for. When I ask what is missing I get no answer, just the same email all the time. I have sent in account holder's name;

- date;

- amount deposited;

- merchant's name;

- IBAN (bank account number).

(If your name is not present in the statement, please, upload a separate document that reflects your name and IBAN such as: bank statement or a photo of your bank card)

I have tried 4 times to withdraw my money but it is rejected every time. I can't really get any help on what is wrong or missing.

Dear Sassabrassa, did you use a payment method registered in your name when making deposits and withdrawal requests?

In which language is your bank statement provided? If it's not in English, that might be one reason why the casino is struggling to approve it.

Have you received any new updates from the casino regarding the status of your verification or the specific documents that are still missing?

Dear Sassabrassa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.