Winshark Casino - Player’s withdrawal is delayed due to KYC demands.

There are 2 pending withdrawals since the morning of February 7, 2026.

KYC verification required documents from me.

I downloaded it immediately, then didn't hear anything for two days.

Then they asked me for documents again, a second time from my Mifinity account. I uploaded a bank statement, and after three days I received another email; that's not enough.

The bank statement contains all the numbers, transaction number, account number, etc.

Furthermore, my winnings were generated when I made a purchase using Paysafe via Dundle. You have accepted this document.

Somehow I have the feeling that they are just dragging everything out in the hope that I will cancel the payouts again.

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.

Dear luonghoefli, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Attila

Hi Attila

The payment has been received, thank you very much.

Just FYI

Yes, I have not submitted any further documents.

I sent in my Apple Pay and it was accepted.

PayPal payment sent via Dundle was accepted (the winnings were also included with this deposit)

Mifinity screenshots as requested, complete bank statements, statements of individual payments.

They always wanted something different there.

Are the screenshots from the bank statements? Are they screenshots from when I submitted the bank statements?

After two more request emails from you and no response from me, it suddenly worked.

(surely thanks to your help 🙂 )

However, I have now asked the VIP manager to self-exclude.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear luonghoefli,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila