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

​I submitted a withdrawal request for 14,000 HUF to my Skrill account. After a verification process, all my documents (ID, Address via official NAV document, and Revolut card) were officially MARKED AS APPROVED in the system, and my account status showed fully Verified.

​Support operator Jessie confirmed in live chat that my KYC was completely approved and set a deadline for the payment processing (02.09 at 00:01 UTC). However, shortly after, I received an email demanding proof that I was in Austria on 24.08.2026 while playing, threatening to void my winnings based on IP/geolocation rules.

​I am a resident of Hungary, provided legitimate Hungarian documents, and the casino fully approved my KYC AFTER the mentioned date. This is a clear bad-faith stalling tactic to confiscate/delay my legitimate 14,000 HUF withdrawal. I request Casinoguru's assistance to obtain my payout.

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 abo444,

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

Dear abo444

Please kindly provide the proof of gameplay from Austria (AT) on 24.08.2026 and the withdrawal will be approved in no time.

Kind regards

Dear Yep Casino,

Thank you for joining.

Dear abo444,

I'm sorry to hear about your problem in withdrawing your balance. Please allow me a few questions so I better understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Could you please specify if you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• If so, were there any advantages of using a VPN when accessing the casino website?

Thank you very much in advance for your reply.

Dear abo444,

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.

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,
Jean
Casino.Guru