Sushi Casino

Case summary

The player from Germany faced ongoing difficulties with withdrawing money from Sushi Casino, having sent numerous documents for verification. After finally receiving approval to withdraw €250, the process was canceled due to a new requirement for confirmation of his last deposit, even though he had already gone through extensive verification. After multiple attempts, he struggled to understand why his bank account details were an issue and sought assistance. The complaint was closed by us due to the player’s lack of response to requests for further information, which prevented any further investigation or resolution at that time.

Discussion

Public

Goldini

Bronze

Germany

Public

1 month ago

Original

Translation

So, I'm still completely beside myself. I made my first deposit at the Sushi Casino almost two weeks ago. During the night, I won some money that I wanted to withdraw. And then came the verification process. In the end, I sent them more documents than my bank advisor has on file. Ultimately, it came down to one document confirming my last payment. Since I had linked my Klarna account to Google Pay, this wasn't easy at all. I simply sent everything I had from my bank, Klarna, and Google Pay. But it wasn't enough for them. At some point, I couldn't take it anymore, slept on it, and tried again the next day. Then, all of a sudden, they said my account was now open for withdrawals. So, I immediately tried to withdraw €250. Now I had to wait three business days. Weekends don't count. Just before the deadline, they credited the money back to my player account, and the withdrawal process was canceled. The reason for this... After requesting a withdrawal, I deposited more money. And now they wanted confirmation of my last deposit, even though I'd already gone through a tedious verification process. Somehow, with great difficulty and a lot of frustration, I managed to provide the proof. I then made another withdrawal and contacted customer chat to ask if everything they needed for the withdrawal was actually there. I said I didn't want three days to pass only for them to tell me something was missing. They assured me it was, saying my account was now verified and nothing stood in the way of a withdrawal. Even just before I received another cancellation notice, the chat representative told me my account was definitely verified. I don't really know the reason this time. Apparently, there's something wrong with my bank account details. Even though I sent them my complete bank statements for a month, please help me. There were €380 in my account just a little while ago. Out of anger, I just gambled my balance down to €179. Please help me. Best regards.

So ich bin noch völlig außer Rand und Band. Habe im Sushi-Casino vor knapp 2 Wochen das erste Mal einbezahlt. Im Laufe der Nacht habe ich etwas Geld gewonnen was ich mit auszahlen lassen wollte. Und dann kamm der Verifizierungsprozess. Ich habe da am Ende mehr Dokumente hin geschickt als mein Bankberater Unterlagen von mir besitzt. Am Ende ging es um 1 Dokument wo ich die letzte Zahlung bestätigen sollte. Da ich in googlepay mein Klarna Konto verknüpft hatte war dies garnicht so einfach. Ich habe einfach von meiner Bank ,von Klarna und von googlepay alles was ich besessen habe dahin geschickt. Aber es hat ihnen nicht gereicht. irgendwann konnte ich nicht mehr, hab ne Nacht geschlafen und am nächsten Tag wieder gebohrt. Dann hieß es auf einmal mein Konto wäre jetzt für Auszahlungen frei gegeben. So habe ich direkt 250 Euro versucht abzubuchen. Nun musste ich 3Werktage warten . Wochenende zählt nicht dazu. Bis kurz vor der Deadline haben sie mir das Geld wieder aufs Spieler Konto gebucht, und der auszahlungsvorgang wurde abgebrochen.. Der Grund dafür. Nachdem ich eine Auszahlung beantragt hatte, hatte ich nochmal Geld eingezahlt. Und jetzt wollten sie wieder von meiner letzten Einzahlung die Bestätigung bekommen dass ich es eingezahlt habe . Obwohl ich ein langseligen Verifizierungsprozess durchlaufen bin. Irgendwie habe ich es mit großer Not und der Faust in der Tasche geschafft den Nachweis zu erbringen . Ich habe dann wieder eine Auszahlung gemacht , und im Kundenchat drauf hin gewiesen ob denn nun wirklich alles da ist was sie für meine Auszahlung brauchen. Habe gesagt ich möchte nicht dass jetzt 3 Tage vergehen und ihr mir dann damit kommt das irgendwas fehlt. Sie beteuerten das und meinten , mein Konto ist jetzt verifiziert, und einer Auszahlung steht nix im Wege. Sogar gerade kurz bevor ich wieder eine Stornierung meiner auszahlung erhalten hatte, sagte mir der Chatmitarbeiter ihr Konto ist save ferifiziert. Der Grund diesmal , weiß ich garnicht so genau . Diesmal soll wohl irgendwas mit meinen Kontodaten beim Girokonto nicht stimmen. Obwohl ich den für ein Monat meine kompletten Kontoauszüge geschickt habe bitte hilft mir. Es waren vorhin noch 380 Euro. Aus Wut habe ich mich gerade auf 179 Euro runter gespielt. Bitte helft mir . Besten Gruß

Edited by a Casino Guru admin

Automatic translation:

Public

Attila

Complaint Specialist

Public

1 month 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.

Public

Attila

Complaint Specialist

Public

1 month ago

Dear Goldini, thank you very much for submitting your complaint.

First of all, I completely understand how frustrating this must feel. However, I would also like to kindly remind you to remain patient during this process and to avoid gambling with any available funds in your account - if the balance is lost through gameplay, we may no longer be able to assist you.

To better understand your current situation, could you please confirm the following details?

Do you have any pending withdrawals at the moment?
Could you please confirm whether you have used the same payment method for both deposits and withdrawals?

Thank you for your patience and cooperation

Best regards,

Attila G.

Public

Goldini

Bronze

Germany

Public

1 month ago

Original

Translation

So I don't have the same deposit and withdrawal options.

I deposited using Google Pay, and withdrawals should now be processed through my bank account.

Best regards

Automatic translation:

Public

Attila

Complaint Specialist

Public

1 month ago

Dear Goldini, thank you for your response.

Do I understand correctly that the issue stems from the verification of your payment method? If so, could you please advise which documents were approved and which were not, to your knowledge?

Has the casino indicated that there might be a problem with approving specific documents?<

Thank you for your patience and cooperation.

Public

Attila

Complaint Specialist

Public

1 month ago

Dear Goldini,

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.

Public

Attila

Complaint Specialist

Public

3 weeks ago

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

Sushi Casino - Player’s withdrawal request is delayed.

Player stopped responding

Amount: €179

Case summary