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 The winnings accumulated to be withdrawn amounted to €2025 and I submitted the requested documents for identification.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.