Ezz.Casino - Pelaajan kotiutuspyyntö viivästyy ja hylätään.

This case has clearly escalated to a situation of non-payment.

The withdrawal was first marked as pending and subsequently denied without any email notification.

Later, the casino claimed "No verified Skrill account," which is false. A valid Skrill account exists, and screenshots were sent as proof. After requesting documentation that had already been provided, the casino stopped responding altogether.

Key facts:

Deposits of approximately €1,800 were made by credit card.

The casino does not allow withdrawals by card.

The casino requires withdrawals to be made exclusively via Skrill or cryptocurrencies.

Skrill's withdrawal was denied using a false technical excuse.

No verification issues were ever reported before allowing deposits and play.

Support ignored the emails and only offered automated responses in the chat.

A human agent was contacted, but no solution was offered.

Finally, the casino conditions payment exclusively on the use of cryptocurrencies, an option I rejected.

The casino allowed deposits and losses without any restrictions, but blocked withdrawals using contradictory and retroactive excuses.

This demonstrates a clear pattern of deliberate delay, imposition of cryptocurrencies, and refusal to pay.

I consider this case UNRESOLVED and a CASE OF NON-PAYMENT.

ste caso ha escalado claramente a una situación de no pago.

El retiro fue primero marcado como pendiente y posteriormente denegado sin ningún aviso por correo electrónico.

Más tarde, el casino alegó "No verified Skrill account", lo cual es falso. Existe una cuenta de Skrill válida y se enviaron capturas como prueba. Tras solicitar documentación que ya había sido aportada, el casino dejó de responder por completo.

Hechos clave:

Se realizaron depósitos por aproximadamente 1.800 € mediante tarjeta de crédito.

El casino no permite retiradas por tarjeta.

El casino obliga a retirar únicamente mediante Skrill o criptomonedas.

La retirada por Skrill fue denegada usando una excusa técnica falsa.

Nunca se comunicó ningún problema de verificación antes de permitir los depósitos y el juego.

El soporte ignoró los correos y solo ofreció respuestas automáticas en el chat.

Se llegó a contactar con un agente humano, pero no se ofreció ninguna solución.

Finalmente, el casino condiciona el pago exclusivamente al uso de criptomonedas, opción que rechacé.

El casino permitió los depósitos y las pérdidas sin restricción alguna, pero bloqueó la retirada utilizando excusas contradictorias y retroactivas.

Esto demuestra un patrón claro de dilación deliberada, imposición de criptomonedas y negativa al pago.

Considero este caso NO RESUELTO y un CASO DE NO PAGO.

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 alliure,

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

It's important to understand that the casino doesn't have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn't necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.

• Could you please specify if you passed the full KYC verification at this casino?
• Have you made any deposits with Skrill?
• Has the casino customer support offered you only crypto as an alternative method to withdraw your winnings?
• Have you made any successful withdrawals from this casino before?

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

Veronika

Dear Veronica,

Thank you for your response and for your attention to the case. Below, I will answer your questions clearly:

KYC Verification:

Yes, I completed the KYC verification process requested by the casino. At no point was I informed of any verification issue preventing me from withdrawing funds before I requested the withdrawal.

Deposits with Skrill:

No, I haven't made any deposits with Skrill. The deposits were made by credit card.

It is important to note that the casino does not allow withdrawals by card, so it forces the player to use alternative methods (Skrill or cryptocurrencies) only at the time of withdrawal.

Withdrawal methods offered:

Yes, the casino's customer service has only offered cryptocurrencies as an alternative, after denying the withdrawal via Skrill citing technical reasons that I consider incorrect (Skrill account supposedly invalid).

I declined the use of cryptocurrencies, as it was not the method used to deposit and was not presented as the only option before playing.

Previous withdrawals at this casino:

No, I have not made any successful withdrawals at this casino before.

I consider it relevant to point out that:

The withdrawal was initially marked as pending for several days.

It was subsequently denied without email notification.

The reason given ("No verified Skrill account") was only communicated afterwards, even though deposits and unrestricted play were permitted.

After providing the requested documentation, the casino stopped responding.

From my point of view, the problem is not the generic availability of payment methods, but rather the casino:

accepted deposits without warning of actual withdrawal limitations,

It did not allow withdrawals using the same method.

and finally conditioned the payment exclusively to cryptocurrencies.

I am available to provide any additional documentation you may deem necessary.

Thank you so much for your help.

Sincerely,

Alliure

Estimada Verónica,

Gracias por su respuesta y por la atención al caso. A continuación respondo de forma clara a sus preguntas:

Verificación KYC:

Sí, he completado el proceso de verificación KYC solicitado por el casino. En ningún momento se me indicó que existiera un problema de verificación que impidiera retirar fondos antes de solicitar el retiro.

Depósitos con Skrill:

No, no he realizado depósitos con Skrill. Los depósitos se realizaron mediante tarjeta de crédito.

Es importante destacar que el casino no permite retirar por tarjeta, por lo que obliga al jugador a utilizar métodos alternativos (Skrill o criptomonedas) únicamente en el momento del retiro.

Métodos ofrecidos para el retiro:

Sí, el servicio de atención al cliente del casino solo ha ofrecido criptomonedas como alternativa, tras denegar la retirada por Skrill alegando motivos técnicos que considero incorrectos (cuenta Skrill supuestamente no válida).

He rechazado el uso de criptomonedas, ya que no fue el método utilizado para depositar y no fue presentado como única opción antes de jugar.

Retiros previos en este casino:

No, no he realizado ningún retiro exitoso previamente en este casino.

Considero relevante señalar que:

El retiro fue primero marcado como pendiente durante varios días.

Posteriormente fue denegado sin notificación por correo electrónico.

El motivo alegado ("No verified Skrill account") se comunicó solo después, pese a que se permitió depositar y jugar sin restricciones.

Tras aportar documentación solicitada, el casino dejó de responder.

Desde mi punto de vista, el problema no es la disponibilidad genérica de métodos de pago, sino que el casino:

aceptó depósitos sin advertir limitaciones reales de retiro,

no permitió retirar por el mismo método,

y finalmente condicionó el pago exclusivamente a criptomonedas.

Quedo a su disposición para aportar cualquier documentación adicional que consideren necesaria.

Muchas gracias por su ayuda.

Atentamente,

Alliure

Have you contacted the casino’s live chat support to ask whether your Skrill withdrawal would be approved if you first made a verification deposit? When a payment method is used for the first time, players are usually required to make a small deposit to verify ownership of the payment method.

Additionally, please forward all communication between you and the casino’s customer support regarding the issues with your withdrawal to veronika.f@casino.guru. Thank you for your cooperation.

Dear alliure,

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.

Thank you for your message.

At no point did the casino inform me beforehand that a "verification deposit" via Skrill was required in order to withdraw. This requirement only appeared after I requested a withdrawal and after I had already deposited and played, without any prior warning.

If that verification had been mandatory, it should have been communicated before allowing deposits or at the time of adding the withdrawal method, not after denying the withdrawal.

Furthermore, the casino did not clearly propose this procedure as a real solution; in practice they insisted on the use of cryptocurrencies as the only alternative after claiming that the Skrill account was not valid.

As requested, I will forward to the indicated address all conversations held with casino support where the following is shown:

the withdrawal marked first as pending,

subsequently denied,

the excuse about Skrill,

and the insistence on cryptocurrencies.

I remain at your disposal should you require any further information.

Sincerely,

Gracias por su mensaje.

En ningún momento el casino me indicó previamente que fuera necesario realizar un "depósito de verificación" mediante Skrill para poder retirar. Esta condición solo apareció después de solicitar el retiro y tras haber depositado y jugado sin ninguna advertencia previa.

Si esa verificación hubiera sido obligatoria, debería haberse comunicado antes de permitir depósitos o en el momento de añadir el método de retiro, no después de denegar la retirada.

Además, el casino no propuso claramente este procedimiento como solución real; en la práctica insistieron en el uso de criptomonedas como única alternativa tras alegar que la cuenta de Skrill no era válida.

Tal como solicitan, reenviaré a la dirección indicada todas las conversaciones mantenidas con el soporte del casino donde se muestra:

el retiro marcado primero como pendiente,

posteriormente denegado,

la excusa sobre Skrill,

y la insistencia en criptomonedas.

Quedo a su disposición si necesitan cualquier otra información adicional.

Atentamente,

Hello alliure,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for the clarification.

As I already explained in one of my previous replies, casinos are allowed to change or restrict their available payment methods at any time. The availability of deposit and withdrawal methods depends on multiple factors, and these options can differ between deposits and withdrawals. Even if a method was available at one stage, the casino is not obligated to keep it permanently available. As a player, you must select from the payment methods that are currently offered in the cashier for withdrawals.

Since you deposited by credit card and card withdrawals are not supported by the casino, the remaining available withdrawal methods are those displayed in your account (such as Skrill or cryptocurrencies). If Skrill requires prior verification through a deposit to confirm ownership, this is a standard anti-fraud procedure used by many operators.

Therefore, I need to ask you clearly:

• Have you made a small verification deposit using a method that is currently available for withdrawals in order to verify it?

If you are not willing to use any of the currently available withdrawal methods, including completing a verification deposit where required, then unfortunately, we will not be able to assist you further in this case. The casino cannot be forced to process a withdrawal via a method that is not supported in their system.

Please let me know how you wish to proceed.

Dear Veronica,

Thank you for your response.

I understand that casinos can change the available payment methods. However, the problem in this case isn't simply the availability of withdrawal methods, but rather how the casino handled my withdrawal request.

I would like to clarify the following points:

Verification deposit with Skrill

The casino only mentioned the need for a verified Skrill account after my withdrawal was marked as pending for several days and subsequently denied. This requirement was not communicated before I started playing or when I requested the withdrawal.

Furthermore, when I tried to use Skrill, the casino indicated that my Skrill account was invalid, so in practice this option was not really offered as a functional solution.

Use of cryptocurrencies

After rejecting Skrill, customer service insisted that I use cryptocurrencies as the only alternative, a method I did not use to deposit and which was never presented as a necessary condition before playing.

For this reason, I do not consider it reasonable that the payment be conditioned exclusively on cryptocurrencies.

Account closure

Additionally, the casino subsequently closed my account, which now prevents me from accessing the cashier or performing any further verification within the platform.

Therefore, even if I wanted to complete a supposed verification deposit, I currently do not have access to my account to do so.

In summary, the problem is not the availability of payment methods itself, but rather:

Deposits were accepted without warning of actual withdrawal limitations,

The withdrawal was initially marked as pending and then denied,

Skrill was rejected as a valid method,

The focus was solely on cryptocurrencies,

and finally my account was closed.

I would appreciate it if the casino could provide a reasonable solution that allows the pending withdrawal to be processed.

I remain at your disposal for any further information.

Sincerely,

Alliure

Estimada Verónica,

Gracias por su respuesta.

Entiendo que los casinos pueden modificar los métodos de pago disponibles. Sin embargo, el problema en este caso no es simplemente la disponibilidad de métodos de retiro, sino la forma en que el casino gestionó mi solicitud de retiro.

Me gustaría aclarar los siguientes puntos:

Depósito de verificación con Skrill

El casino mencionó la necesidad de una cuenta de Skrill verificada únicamente después de que mi retiro fuera marcado como pendiente durante varios días y posteriormente denegado. Este requisito no fue comunicado antes de jugar ni al momento de solicitar el retiro.

Además, cuando intenté utilizar Skrill, el casino indicó que mi cuenta de Skrill no era válida, por lo que en la práctica esta opción no fue realmente ofrecida como solución funcional.

Uso de criptomonedas

Tras rechazar Skrill, el servicio de atención al cliente insistió en que utilizara criptomonedas como única alternativa, método que no utilicé para depositar y que nunca se presentó como condición necesaria antes de jugar.

Por este motivo no considero razonable que el pago quede condicionado exclusivamente a criptomonedas.

Cierre de la cuenta

Adicionalmente, el casino cerró posteriormente mi cuenta, lo que ahora me impide acceder al cajero o realizar cualquier posible verificación adicional dentro de la plataforma.

Por lo tanto, incluso si quisiera completar un supuesto depósito de verificación, actualmente no tengo acceso a mi cuenta para hacerlo.

En resumen, el problema no es la disponibilidad de métodos de pago en sí, sino que:

se aceptaron depósitos sin advertir limitaciones reales de retiro,

el retiro fue inicialmente marcado como pendiente y luego denegado,

Skrill fue rechazado como método válido,

se insistió únicamente en criptomonedas,

y finalmente mi cuenta fue cerrada.

Agradecería que el casino pudiera proporcionar una solución razonable que permita procesar el retiro pendiente.

Quedo a su disposición para cualquier información adicional.

Atentamente,

Alliure

When exactly was your account closed? Please forward me the communication between you and the casino regarding the closure of your account.

What was the real-money balance in your account at the time the casino closed it?

Dear Veronika,

Thank you for your message.

My account was closed shortly after I requested a withdrawal. This occurred around the beginning of February 2026. I received no prior notification or explanation regarding the account closure.

At the time the account was closed, the real money balance in my account was approximately $25 USD.

I'd also like to point out that I sent several emails to the casino requesting clarification and assistance, but none of them were answered. The only responses I received were through live chat support.

Attached is the communication I received from the casino's support team regarding the problem.

Please let me know if you need any further information.

Sincerely,

Xavier

Estimada Veronika,

Gracias por su mensaje.

Mi cuenta fue cerrada poco después de que solicitara un retiro. Esto ocurrió aproximadamente a principios de febrero de 2026. No recibí ninguna notificación previa ni explicación sobre el cierre de la cuenta.

En el momento en que la cuenta fue cerrada, el saldo de dinero real en mi cuenta era de aproximadamente 25 USD.

También me gustaría destacar que envié varios correos electrónicos al casino solicitando aclaraciones y ayuda, pero ninguno de ellos fue respondido. Las únicas respuestas que recibí fueron a través del chat de soporte en vivo.

Adjunto la comunicación que recibí del equipo de soporte del casino sobre el problema.

Por favor, indíqueme si necesita cualquier información adicional.

Atentamente,

Javier

Dear alliure

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you alliure for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ezz.Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear alliure, the casino representative has contacted me, stating that they made multiple attempts to process the requested withdrawal via Skrill. However, according to their payment provider, your Skrill account is restricted and unable to receive funds. Despite your claim of having a verified Skrill account, their repeated transaction attempts have all failed on the recipient's end, for which the casino has provided me with a transaction receipt. Have you tried to contact the Skrill support directly about this issue? Despite the account being shown as verified, there might be some internal measure on your account that prevents you from receiving payments.

The casino has also offered a gesture of goodwill, and in the interest of resolving this matter, they are willing to send the $25 USD via cryptocurrency. Let us know if you are satisfied with this resolution, and I can let the casino representative know. Thank you!

Thank you for your response.

Regarding the casino's statement, I want to clarify that my Skrill account is verified and operational, and I have not received any notification from Skrill indicating restrictions that would prevent the receipt of funds.

Therefore, I consider it insufficient for the casino to claim multiple failed attempts without providing verifiable technical evidence or specific details of these transactions (such as attempt IDs, dates, or specific errors). This lack of transparency is concerning.

It should also be noted that the problem lies not only in the payment method, but also in the casino's handling of the case: deposits were accepted without limitations, the withdrawal was subsequently rejected without a clear justification, and the account was blocked without prior formal communication.

Regarding the proposed cryptocurrency payment method, I don't reject it outright, but I believe it doesn't adequately address the identified issues. Before accepting any solution, I request a full and documented explanation of the alleged problems with Skrill.

Therefore, I would appreciate it if the case remained open until the casino provides a detailed and verifiable explanation.

I await your comments.

Sincerely

Gracias por su respuesta.

En relación con lo indicado por el casino, quiero aclarar que mi cuenta de Skrill está verificada y operativa, y no he recibido ninguna notificación por parte de Skrill indicando restricciones que impidan la recepción de fondos.

Por ello, considero insuficiente que el casino alegue múltiples intentos fallidos sin aportar pruebas técnicas verificables ni detalles concretos de dichas transacciones (como IDs de intento, fechas o errores específicos). Esta falta de transparencia resulta preocupante.

Asimismo, cabe destacar que el problema no radica únicamente en el método de pago, sino en la gestión del caso por parte del casino: se aceptaron depósitos sin limitaciones, el retiro fue rechazado posteriormente sin una justificación clara, y la cuenta fue bloqueada sin comunicación formal previa.

En cuanto a la propuesta de pago mediante criptomonedas, no la rechazo, pero considero que no resuelve adecuadamente las irregularidades detectadas. Antes de aceptar cualquier solución, solicito una aclaración completa y documentada sobre los supuestos fallos en Skrill.

Por todo ello, le agradecería que el caso se mantuviera abierto hasta que el casino proporcione una explicación detallada y verificable.

Quedo a la espera de sus comentarios.

Atentamente