Kirgo Casino - Pelaajan kotiutus viivästyy tilin vahvistusongelmien vuoksi.

On the 8th November 2025, I signed up to Kirgo and made two deposits initially. One for $700 and another for $660. I played these funds and then received an email offering me a bonus on my third deposit - which I took and deposited $500. I played these funds and managed to take them to a decent amount, before I then had to wager a certain amount of the bonus (of which I completed)

I then attempted three withdrawals - one for $4980, one for $740 & one for $1400. Within 30 minutes I received an email requesting kyc… this is understandable, it’s a decent amount and I should probably have to go through KYC for it.

I complied, sent thru video of me holding my id nodding my head up and down, proof of address, etc etc. I was then told I needed to show ownership of the wallet used to deposit and withdraw… now, I use Trust Wallet, which as you’ll know is self custodial.. they don’t send confirmation emails for transactions (they do not even hold email addresses for people who use their app)

kirgo casino are still requesting emails as confirmation of the deposits .. these do not exist and could never exist.

fast forward and I’m requested to send a video of me holding my id and with the trust wallet app open on my phone and showing the wallet used to deposit (and withdraw) they are one of the same… so anyway, I comply and I do as they ask - and still this doesn’t appear as if it’s good enough for them.

I have tried to comply with the requests for kyc as I understand the need for it, however at this point, it looks to be delay tactics and requests for things which are unreasonable (as they don’t exist)

i would like to request casino guru to get involved with this & hopefully for the casino to provide some answers.

it seems as though their current processes restrict those who use Mifi and have control over their wallets themselves…. Isolating a whole market right there. They accepted the deposits in the first place, they should proceed with withdrawals to the same address used for deposit, regardless of its custodial status!

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kirgo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi, thanks for the reply - I have access to the account and they say that my KYC documents have been approved but then haven’t released my withdrawals.

im going to try and forward you the transcripts with them to your email. Thanks again for your help.

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

Dear Rpuller,

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,

Tomas