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Delaying tactics during verification after major win

I have played at this casino before and received payouts, albeit often with delays. However, since I had a larger win, the casino has been blocking the payout under the pretext of account verification.

The problem:

Although I have submitted all the required documents multiple times via the portal and by email, my account still shows the status "not verified" (red marker). The system prompts me to upload them, but no longer lists any missing documents.

Previous communication:

I've been contacting support via chat and email for weeks. I keep getting standard replies saying the process "still needs time." Since no concrete information is missing and my submissions are being ignored, I see this as a deliberate stalling tactic.

I am requesting support from Casino Guru because the casino is delaying the payout of my rightful winnings without any comprehensible reason.

Thank you in advance.

Hinhaltetaktik bei Verifizierung nach Großgewinn

​Ich habe bereits zuvor in diesem Casino gespielt und Auszahlungen erhalten, wenn auch oft verzögert. Seit ich jedoch einen größeren Gewinn erzielt habe, blockiert das Casino die Auszahlung unter dem Vorwand der Kontoverifizierung.

​Das Problem:

Obwohl ich alle erforderlichen Dokumente mehrfach über das Portal und per E-Mail eingereicht habe, zeigt mein Konto weiterhin den Status „nicht verifiziert" (rote Markierung). Das System fordert mich zum Upload auf, listet aber keine fehlenden Dokumente mehr auf.

​Bisherige Kommunikation:

Seit Wochen kontaktiere ich den Support per Chat und E-Mail. Ich werde ständig mit Standardantworten vertröstet, dass der Prozess „noch Zeit benötigt". Da keine konkreten Informationen fehlen und meine Einreichungen ignoriert werden, sehe ich darin eine gezielte Hinhaltetaktik.

​Ich bitte Casino Guru um Unterstützung, da das Casino die Auszahlung meines rechtmäßigen Gewinns ohne nachvollziehbaren Grund verzögert.

Vielen Dank im Voraus

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.

Hello,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

With reference to your inquiry, I can confirm that I have already submitted all the required documents – specifically my identity card, proof of residence and confirmation of the bank account – several times and in the correct format.

First, I uploaded these documents directly via the corresponding upload function on your website. Afterwards, it also indicated to me that the documents were already being reviewed.

Since the status remained unchanged for several weeks, I also contacted your chat support. They advised me to resubmit the documents via email as a precaution, which I did immediately. I sent the last document on March 2, 2026.

Since I fulfilled all requirements as quickly as possible, I assume that everything is now complete. I have also been repeatedly assured, upon inquiry, that everything has arrived. And that the case is of the highest priority.

Sincerely,

Bezugnehmend auf Ihre Anfrage kann ich bestätigen, dass ich sämtliche geforderten Unterlagen – konkret meinen Personalausweis, den Wohnsitznachweis sowie die Bestätigung des Nachweiskontos – bereits mehrfach und im jeweils korrekten Format eingereicht habe.

​Zunächst habe ich diese Dokumente direkt über die entsprechende Upload-Funktion auf Ihrer Website hochgeladen. Dort wurde mir im Anschluss auch angezeigt, dass sich die Unterlagen bereits in der Prüfung befinden.

​Da sich der Status über mehrere Wochen hinweg nicht änderte, habe ich mich zusätzlich an Ihren Chat-Support gewandt. Dort wurde mir geraten, die Dokumente sicherheitshalber noch einmal per E-Mail einzureichen, was ich umgehend erledigt habe. Das letzte Dokument wurde von mir am 02.03.2026 versendet.

​Da ich somit alle Anforderungen schnellstmöglich erfüllt habe, gehe ich davon aus, dass nun alles vollständig vorliegt. Mir wurde auch mehrfach nach Nachfragen versichert, das alles angekommen sei. Und der Fall oberste Priorität

​Mit freundlichen Grüßen

Good afternoon, I would like to inform you that about two hours ago I was suddenly able to see directly on the website what still needs to be uploaded. Subsequently, proof of address was requested again. I have, of course, uploaded this immediately as a PDF document. I assume this is due to your efforts and the communication through you, for which I would like to express my sincere thanks.

Guten Tag, ich möchte Sie darüber informieren, dass ich vor etwa zwei Stunden plötzlich wieder direkt auf der Seite einsehen konnte, was noch hochgeladen werden muss. Daraufhin wurde erneut ein Adressnachweis angefordert. Diesen habe ich selbstverständlich umgehend als PDF-Dokument hochgeladen. Ich vermute, dass dies auf Ihre Bemühungen und die Kommunikation über Sie zurückzuführen ist, wofür ich mich herzlich bedanken möchte.

Dear Player, thank you for your response. Could you please explain what kind of document you sent to the casino for verification of your address? Have you received any communication indicating the status of your latest document submission?

Thank you for your patience and cooperation.

Dear aalleexxaannddeerr,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru