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Hello, on February 6th, 2026, I deposited €500 and played with it as real money, winning €2485. After wagering the real money, I was able to request a withdrawal of €497. This was paid out to me in four installments of €497 each. Since February 18th, 2026, I've had €497 in my account, but for two months I've had to constantly verify my account, even though some of the funds had already been paid out. My verification was initially accepted and then revoked. They kept requesting new documents, which I submitted, but now they're claiming the documents aren't valid and demanding the exact same ones, even though they are original documents. Now I'm being asked to upload documents in my profile under the "Verification" tab. Unfortunately, I can't upload any more documents because it doesn't show me what or where to upload them. I only see a white screen that says I need to upload documents. I have contacted the casino several times and pointed out the error, but unfortunately I am constantly told to wait and will receive an answer. Now two months have passed and nothing has changed.

That's why I played the last €497 today, as I'd given up on the chance of the casino responding to me. I simply played because I didn't want to risk losing it anymore. Now I've won again and finally want the money paid out. I want the casino to finally respond, help me, and pay out the balance. It can't be right that I've been struggling for over two months to verify my account.

Please provide feedback and help, dear CasinoGuru team.

Thank you and best regards.

DD

Hallo ich habe am 06.02.2026 500€ eingezahlt und mit diesem echtgeld gespielt und gewonnen 2485€ konnte ich nach dem umsetzen des echtgeld zur kasse beantragen ich habe 497€ beantragt und diese wurde mir 4mal also 4x497€ wurden ausgezahlt. nun habe ich seit dem 18.02.2026 auf meinem konto 497€ und habe 2 Monate ständig mein Konto verifizieren müssen obwohl die gelder schon teilweise ausgezahlt wurden sind. Meine verifizierung wurde akzeptiert und dann wiederrufen man forderte ständig neue dokumente und diese habe ich eingereicht und nun sind die dokumente nicht in ordung und man verlangt genau das selbe obwohl es original dokumente sind. Nun werdde ich aufgefordert dokumente hochzuladen in meinem Profile unter dem reiter (Verifizierung) leider kann ich keine Dokumente mehr hochladen weil mir nicht angezeigt wird was und wo es ich hochladen soll es wird mir nur ein weißer bildschirm angezeigt wo daraufsteht das ich dokumente hochladen soll. Ich habe das casino schon mehrfach kontaktiert und auf dem fehler angesprochen leider wird mir ständigt gesagt ich soll warten und bekomme eine antwort nun sind 2 monate vorbei und es hat sich nichts verändert.

Aus diesem grund habe ich heute die letzen 497€ gespielt da ich meine chance aufgebene habe das mir das casino antwortet einfach gespielt da ich es nicht mehr wollte. da ich es verspielen wollte und nun habe ich wieder gewonnen und möchte das geld endlich ausbezahlt bekommen. Ich möchte das mir das casino endlich antwortete mir hilft und das guthaben ausbezahlt . Es kann doch nicht sein das man über 2 monate schon darum kämpft sein konto zu verifizieren

bitte um rückmeldung hilfe liebes team von casinoguru.

Danke mit freundlichen grüßen

D.D

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 Jonamia, thank you very much for submitting your complaint. I am sorry to hear about your problem.

I completely understand how frustrating this must feel. However, I would also like to kindly remind you to remain patient during this process and to avoid gambling with any available funds in your account - if the balance is lost through gameplay, we may no longer be able to assist you.

To better understand your current situation, could you please confirm the following details?

• Could you please clarify how you previously submitted your documents for the KYC verification? Did you complete the submission through your account, or did you send the documents via email?
• Has the casino indicated that there might be a problem with approving specific documents?

I look forward to your reply.

Best regards,

Attila

Hello, I understand.

Thanks for the quick reply.

Yes, I uploaded the documents to the website.

No, I have no information about any potential problems.

The funds were partially paid out and then suddenly stopped.

Unfortunately, I cannot upload any further documents to the website because it does not show me what is being requested.

The casino doesn't reply to my emails; I'm just supposed to wait.

Best regards

Hallo, ich habe verstanden.

Danke für die schnelle antwort.

Ja ichhabe die Dokumente auf der webseite hochgeladen.

Nein ich habe keine informationen über möglicherweiße vorhanden probleme .

Die gelder wurden teilweiße ausgezahlt und dann plötzlich nicht mehr.

Leider kann ich auch keine weiteren Dokumente hochladen auf der Webseite da mir nicht angezeigt wird was angefordert wird.

AAuf emails antwortet mir das casino ich soll einfach nur warten

mit freundlichen grüßen

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any messages you sent to the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I sent them a thank you.

Danke habe ich ihnen gesendet

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, Lucia (lucia.s@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,

Attila

Hello Jonamia,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casoola Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Thank you very much for your cooperation. Kind regards.

Danke sehr für die Mitarbeit mit freundlichen grüßen

Hello, I wanted to let you know that the image on the page has changed and verification is no longer required. I'm sending you a screenshot. I have now submitted a withdrawal request.

Thank you and best regards.

Hallo ich wollte mitteilen das Sich das Bild auf der Seite verändert hat und nun keine Verifizierung mehr erforderlich ist ich sende ihnen einen Screenshot. Ich habe nun eine auszahlungsanfrage gestellt.

Danke mit freundlichen grüßen

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 Jonamia,

thank you for the update.

We have tried to contact the casino multiple times; however, to this day, we have not received any response from them.

We will continue monitoring the situation and will let you know immediately if there are any updates. Please let me know if there is any development on your side.

Thank you for your patience.

Hello Jonamia,

May I ask if there have been any updates? Could you please confirm whether you have received any payment?

Hello, no, I haven't received anything yet. The payment request is still being processed. I'll get back to you as soon as I have any news.

Thank you, best regards

Hallo, nein ich habe noch nichts erhalten die auszahlungsanfrage ist noch in bearbeitung. ich melde mich sobald ich neuigkeiten habe .

danke mit freundlichen grüßen

Dear Jonamia,

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.

Hello, no, the payout request is still being processed. I don't know when it will be processed.

Hallo nein die auszahlungsanfrage steht noch in beaarbeitung ich weiß nicht wann diese bearbeitete wird

Hello Jonamia,

We will give the casino one more week to respond. If we do not receive any reply from them within that timeframe, we will unfortunately have to close the complaint as unresolved due to the lack of communication from the casino’s side.

In the meantime, please keep me informed and let me know if there are any updates or developments on your side.

Dear Jonamia,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with your withdrawal requests and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,   

Casoola Casino team.

Dear Casoola Casino Team,

Thank you for your response. We kindly request that you keep us informed of any developments regarding this matter. It would be greatly appreciated if you could prioritize this case.

Dear Jonamia,

We hope you find this message in good health!

We are pleased to inform you that your withdrawal of 497 EUR, has been successfully processed, and the funds were dispatched from our end on June 5, 2026.

The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

Please be advised that you are permitted to have a maximum of three (3) active withdrawal requests, each separated by a gap of 24 hours. For the fourth request, you will need to wait for one of the previously submitted three withdrawal requests to be processed. 

We look forward to your update.

Kind regards,

Casoola Casino team.

Thank you, I have received the money. I have submitted a new request. Please don't take as long as before. Thank you. Kind regards.

DD

Danke ich habe das Geld erhalten ich habe eine neue anfrage gestellt bitte lassen sich sich nicht wieder solange zeit wie bisher danke mit freundlichen grüßen

D.D

Dear Jonamia,

Please be advised that the pending withdrawals are currently being processed and will be completed as expediently as possible.

We will provide a further update regarding the status of these transactions at the earliest opportunity.

We would like to remind you that you are permitted to have a maximum of three (3) active withdrawal requests, each separated by a gap of 24 hours. For the fourth request, you will need to wait for one of the previously submitted three withdrawal requests to be processed. 

We sincerely appreciate your patience during this time. Thank you for your understanding.  

Kind regards,

Casoola Casino team.

Dear Jonamia,

Could you please inform me once you have received your funds? Thank you.

Hello, I have now received the money. I am submitting another withdrawal request so that it can be processed.

Thank you all, best regards

Hallo ich habe nun das geld erhalten. Ich stelle erneut eine auszahlungsanfrage damit diese bearbeitet wird .

danke an alle mit freundlichen grüßen

Dear Jonamia,

We are pleased to inform you that your withdrawal of 497 EUR, attempted on June 15, 2026, has been successfully processed, and the funds were dispatched from our end on June 16, 2026.

The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

We sincerely appreciate your patience during this time. Thank you for your understanding.  

Kind regards,

Casoola Casino team.

Dear Jonamia,

Since the withdrawals appear to be functioning correctly, we'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru