Tuplaus Casino - Player's withdrawal is delayed.

I played the welcome offer at Tuplaus casino on 13.3.2026, from which I received a 100% bonus as normal and I wagered this as expected. The winnings accumulated to be withdrawn amounted to €2025 and I submitted the requested documents for identification. However, the casino has required additional documents for the bank transfers shown on the bank statement, which are transfers of funds from my own account. I have several accounts from which I deposit money for different purposes and in the payment chain in question I have three accounts.

They have been given the following documents in addition to proving their identity:

1. Proof of payment to their casino

2. Bank statement from S-Bank from the account where this payment appears

3.A statement from your S-Bank account showing the €1,000 transfer they requested.

4.A bank statement from which a payment of €1,000 has been made to the S-Bank account.

This has taken an unreasonably long time to process and I would like to get a solution to this!

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Dear pelipilleri91,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with the verification process and the withdrawal of your winnings.

Please note that casinos may request additional documents during KYC and Source of Funds verification, particularly when they need to verify the origin and movement of funds between different bank accounts.

I understand from your explanation that you have already provided the casino with several bank statements and supporting documents showing the transfers between your own accounts.

• Could you please confirm when you submitted the most recently requested document and whether the casino has requested any additional documents since then?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello!

I last submitted the requested documents about two months ago, but I did not receive any response to these documents. When asking on the website, they say they need the same document as those who asked before. The documents do show this requested information.

Dear pelipilleri91,

Thank you very much for your clarification.

To help us review the verification process in more detail, could you please send me copies of all the documents you submitted to the casino for verification, particularly the bank statements and documents related to the transfers between your accounts?

You may attach them directly to this complaint or send them to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

The attachments have been sent by email!

Dear pelipilleri91,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Tuplaus Casino representative to join this conversation.

Dear Tuplaus Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear CasinoGuru team and pelipilleri91,

Thank you for inviting us to comment on this case.

The player's account is undergoing a KYC review. This is a regulatory requirement applied to all players under the same criteria, and we are unable to release the pending withdrawal until it is complete.

Documents received:

- 19 May 2026 — payment receipt for a transfer dated 11 March 2026 to an account ending 1683

- 27 May 2026 — image file showing seven transactions dated 13 April 2026 from an account ending 3459

- 21 July 2026 — payment receipt for a transfer dated 13 March 2026

- 21 July 2026 — bank statement for an account ending 0990, covering 16 to 30 June 2026

All other requested documents have been received and verified.

Two requirements remain outstanding:

1. A bank statement in PDF format for the account from which the 11 March 2026 transfer to the account ending 1683 was made, showing the account holder's full name, the IBAN and the transaction list including that transfer.

2. A bank statement in PDF format for the account ending 0990, showing the deposit made to our casino and all transactions from 13 February to 13 March 2026.

The documents submitted so far do not satisfy these two requirements. Payment receipts confirm that individual transfers took place, but they are not statements and do not show the account holder's name, IBAN or transaction history. The file from the account ending 3459 concerns a different account and a single day in April 2026. The statement for the account ending 0990 covers June 2026 rather than the required period.

These reasons have been explained to the player by our support team on several occasions, most recently on 3 August 2026. We are additionally sending a written summary today restating both outstanding requirements, including the exact account, date range and required file format.

Once the two remaining documents are received, the review can progress and the withdrawal processed without delay once the review is completed.

Best regards,

Tuplaus Casino

Hello!

Thanks for the reply! This account statement from point 1 has been posted as an attachment on the website once! Regarding point 2, I have been contacted and told that this account statement cannot be obtained any further, as there are no account transactions for the period before that. The first account transaction is on 4.3, so I cannot provide the 13.2-13.3 you requested in more detail.

Dear Tuplaus Casino,

The player has clarified that the first transaction on the account was on 4 March 2026, so they are unable to provide a statement showing transactions for the period before that date.

Could you please confirm if the statement showing the transactions from 4 March onwards can be accepted, or alternatively advise if there is any other document the player could provide instead?