Bananzia Casino - Pelaajan kotiutus on viivästynyt.

I have been trying to withdraw 500 pounds several times from the casino. Each time my withdrawl gets cancelled and they ask for documents for verification in send them in and still the withdrawl gets cancelled. It takes over 3 days to get a response. I speak to support, but they keep saying more verification needed or is under review.

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.

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Dear Goonergal9,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?

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

Karla M.

Yes I have sent in my ID, bank statements x 3, utility bill and an official letter. No issues reported by the casino.

Many thanks

Lisa

Dear Goonergal9,

Thank you very much for your reply.

Could you please send me copies of the documents you submitted to the casino for verification, as well as any relevant communication you have had with the casino regarding the verification process and your cancelled withdrawals, if available?

You may send the documents and communication to karla.m@casino.guru.

This will help us review the verification process and better understand why your withdrawal requests continue to be cancelled.

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

Karla M.

I have emailed you, could you please let me know if you have received it.

Many thanks

Lisa

Dear Goonergal9,

Thank you very much for your update.

Unfortunately, I am unable to locate your email in my inbox.

Could you please confirm the email address you used to send the documents to me?

Alternatively, could you please attach the documents and relevant communication directly to this complaint thread so I can review them here?

I apologize for the inconvenience and thank you very much for your cooperation.

Karla M.

Hi,

This is the email I sent you.

Dear Goonergal9,

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, Martina, (martina.b@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 Goonergal9,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about the issue you have with the casino.

I will now contact Bananzia Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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.

Does that mean I won't get the money i won ??

Dear Goonergal9,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, - I recommend you contact an approved ADR, info on those can be found here: https://anjouangaming.com/resources/authorized-adr-providers/.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.