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Hello! I have 13,850 HUF real money in my account. The casino completely rejects and blocks my withdrawal on the platform and refuses to verify my identity (KYC) because it requires me to deposit to the site first. The minimum card deposit is 8,700 HUF, which I am not willing to risk, since my winnings are completely legitimate. In addition, the system also asks for an upfront transaction fee of 1,553 HUF in the withdrawal window. The casino completely ignores my email inquiries. I ask the casino to manually check my documents and transfer the remaining 13,850 HUF real money without forcing me to make any further deposits.

Üdvözlöm! 13 850 Ft valódi pénz van a számlámon. A kaszinó teljesen elutasítja és megakadályozza a kifizetésemet a felületen, valamint megtagadja a személyazonosságom (KYC) hitelesítését, mert azt követeli, hogy először fizessek be az oldalra. A minimális kártyás befizetés 8700 Ft, amit nem vagyok hajlandó megkockáztatni, mivel a nyereményem teljesen jogos. Ráadásul a kifizetési ablakban egy 1553 Ft-os előzetes tranzakciós díjat is kér a rendszer. A kaszinó az e-mailes megkereséseimet teljesen figyelmen kívül hagyja. Arra kérem a kaszinót, hogy manuálisan ellenőrizze a dokumentumaimat, és utalja ki a megmaradt 13 850 Ft valódi pénzemet anélkül, hogy további befizetésre kényszerítene.

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Dear RubiDomcsi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• When did you make your first deposit and what payment method did you use?
• What payment method are you currently using for withdrawals?
• I understand that KYC requires you to make a deposit. Could you please clarify for which payment method did the casino asks to make a deposit from?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Jean!

Thank you for your help. I will post the answers to your questions below:

Active bonus: I won the 14,000 HUF from a no deposit (free) bonus/spin, I fully fulfilled the wagering requirements, so it became real money. Later, during the withdrawal problems, the casino credited another 7,000 HUF bonus. I accidentally accepted this and made three spins with it. That's when I noticed that the casino deducted this 150 HUF bet not from the bonus, but from my REAL MONEY balance. In the meantime, this bonus has completely disappeared from my account, so I currently have no active bonus.

First deposit: I have never deposited a single forint on the site. The winnings come entirely from the free starting bonus.

Payment method: I tried to request the money via bank transfer (SEPA), as the system offers this method for amounts over 4,000 HUF, commission-free.

Requested deposit method: The system completely blocks my identity (KYC) verification on the interface until I make my first deposit. For card (Visa/Mastercard) deposits, the minimum required amount that I would have to deposit is 8700 HUF in order to be able to authenticate myself at all.

I am attaching a screenshot that proves that after the bonus disappeared, my remaining balance (13,850 HUF) is still listed in the system as Real Cash, but the payout is still not allowed.

Best regards, Kitti

Kedves Jean!

Köszönöm a segítséget. Alább küldöm a válaszokat a kérdéseire:

Aktív bónusz: A 14 000 Ft-os nyereményt egy befizetés nélküli (ingyenes) bónuszból/pörgetésből értem el, a játékfeltételeket teljesen teljesítettem, így lett belőle valódi pénz. Később, a kifizetési problémák közben a kaszinó jóváírt egy újabb, 7000 Ft-os bónuszt. Ezt véletlenül elfogadtam, és tettem vele három pörgetést. Ekkor vettem észre, hogy a kaszinó ezt a 150 Ft-os tétet nem a bónuszból, hanem a VALÓDI PÉNZ egyenlegemből vonta le. Időközben ez a bónusz teljesen eltűnt a számlámról, így jelenleg nincs aktív bónuszom.

Első befizetés: Soha, egyetlen forintot sem fizettem be az oldalra. A nyeremény teljesen az ingyenes kezdő bónuszból származik.

Kifizetési mód: Banki átutalással (SEPA) próbáltam meg kikérni a pénzt, mivel a rendszer ezt a módot felajánlja 4000 Ft felett, jutalékmentesen.

Kért befizetési mód: A rendszer a felületen teljesen blokkolja a személyazonosságom (KYC) hitelesítését mindaddig, amíg nem hajtok végre egy első befizetést. A kártyás (Visa/Mastercard) befizetésnél 8700 Ft a kötelező legkisebb összeg, amit be kellene fizetnem ahhoz, hogy egyáltalán hitelesíthessem magam.

Mellékelten csatolom a képernyőképet, amely bizonyítja, hogy a bónusz eltűnése után a megmaradt egyenlegem (13 850 Ft) a mai napig tisztán Valódi pénzként (Real Cash) szerepel a rendszerben, de a kifizetést továbbra sem engedik indítani.

Üdvözlettel, Kitti

Now they wrote this:

Most ezt írták:

Thank you for the detailed clarification. Based on what you described, your winnings were generated from a no-deposit bonus, and you have never made any deposits on this account.

It is standard practice in casinos that after completing a no-deposit bonus—especially for new players—they require a small first deposit before allowing withdrawals. This first deposit serves two purposes: it links a verified payment method to your account, and it ensures the casino can safely send the winnings to the correct person. This requirement is not unusual and is commonly included in no-deposit bonus conditions.

To proceed, you may check with the casino which payment methods they accept for the first deposit and choose the one that suits you best. The minimum required deposit depends on the payment option you select, so the casino can clarify the available alternatives.

You can also review a detailed explanation of how no-deposit bonuses typically work here:

https://casino.guru/guide/no-deposit-bonuses-guide#types

If you can confirm which payment methods are available for you and whether the casino provided any alternatives to the card deposit, I can review the next steps and keep guiding you through the process.

Dear Jean!

I understand your point. My problem is that the minimum amount for card deposits is very high (8700 HUF), which I don't want to risk at such an uncertain casino. Apart from the card, the only cryptocurrency (Bitcoin, USDT, Litecoin) deposit options available to me on the platform, but unfortunately I don't have a cryptocurrency wallet, so I can't use them.

Please help: can you get the casino to provide an alternative deposit method with a lower limit (for example, a smaller SEPA bank transfer for verification) or allow manual KYC verification based on documents without a deposit?

Kedves Jean!

Megértem az álláspontját. A problémám az, hogy a kártyás befizetés minimum összege nagyon magas (8700 HUF), amit nem szeretnék megkockáztatni egy ilyen bizonytalan minősítésű kaszinónál. A kártyán kívül a felületen kizárólag kriptovalutás (Bitcoin, USDT, Litecoin) befizetési lehetőségek érhetőek el számomra, de sajnos nem rendelkezem kriptovaluta-pénztárcával, így ezeket nem tudom használni.

Kérem a segítségét: el tudja érni a kaszinónál, hogy biztosítsanak egy alacsonyabb limitű alternatív befizetési módot (például egy kisebb összegű SEPA banki utalást a hitelesítéshez), vagy engedélyezzék a manuális KYC ellenőrzést dokumentumok alapján, befizetés nélkül?

I understand your concerns regarding the minimum deposit amount. However, the available deposit methods, their minimum deposit limits, and any alternative verification procedures are entirely determined by the casino. As an independent third party, we do not have any control over which payment methods the casino offers or the conditions attached to them.

I look forward to hearing an update to any improvements of your issue in a week. Thank you in advance.

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

Dear RubiDomcsi,

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,

Jean