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Hello dear Casino Guru Team,

On March 13, 2026, I deposited €171 for an 88% up to €150 casino bonus.

Real money and bonus funds are separate at this casino. I was able to make a profit with my real money. I then cancelled the bonus.

While trying to apply for money, I discovered that

All payout options are blocked.

After contacting email support, I was informed that I needed to upload documents. On March 16, 2026, I uploaded all the requested documents to the verification page.

The support email also stated that the process could take up to 10 days and that I would be notified by email.

Since I still haven't been verified after 11 days and haven't received any notification, I've decided to file a complaint with Casinoguru. I hope they can help me resolve this issue.

Best regards,

Michael

Hallo liebes Casino Guru Team,

Am 13.3.2026 habe ich 171€ für einen 88% bis zu 150€ Casino Bonus eingezahlt.

Echtgeld und Bonus sind in dem Casino voneinander getrennt. Mit meinem Echtgeld konnte ich dann einen Gewinn erzielen. Den Bonus habe ich storniert.

Beim Versuch Geld zu beantragen habe ich festgestellt, das

alle Auszahlungsmöglichkeiten gesperrt sind.

Auf Nachfrage beim Email-Support habe ich erfahren, das ich Dokumente hochladen muss. Am 16.3.2026 habe ich dann alle angeforderten Dokumente auf der Verifizierungsseite hochgeladen.

In der Support-Email stand auch, das der Prozess bis zu 10 Tage dauern kann und ich per Email benachrichtigt werde.

Da ich nach 11 Tagen immer noch nicht verifiziert bin und nicht benachrichtigt wurde, habe ich mich entschlossen bei Casinoguru eine Beschwerde zu eröffnen. Ich hoffe sie können mir bei der Klärung dieses Falls weiterhelfen.

liebe Grüße,

Michael

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 Popy71,

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

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you made any successful withdrawals before?

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

Best regards

Petra

Hello Petra,

Here are the answers to the questions:

Could you please tell me which documents you have already submitted and when exactly you sent the last document?

I uploaded the following documents to the casino's verification page on March 16, 2026:

• the proof of identity
• the requested transaction history
• proof of my e-wallet (token)
• A selfie photo with ID in hand and the casino's website open in the background.

Have you submitted all the required documents as quickly as possible and in the correct format?

Yes

Have you ever successfully made a withdrawal?

Yes, a withdrawal via Mifinity was possible in 2025. However, the Mifinity payment method has been deactivated. Therefore, I made my last deposits via my Jeton e-wallet.

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On June 27, 2026, I noticed that the verification page requires documents, but it doesn't specify which documents are needed. An upload button is also missing, as can be seen in the following screenshot:

When I contacted support on March 27, 2026 (I attached this screenshot to the email), I was told that my account was currently undergoing a standard verification process. Why then does the verification page say that documents are still missing?

kind regards,

Michael

Hallo Petra,

hier die Antworten auf die Fragen:

Könnten Sie mir bitte mitteilen, welche Dokumente Sie bereits übermittelt haben und wann genau Sie das letzte Dokument gesendet haben?

Folgende Dokumente habe ich am 16.3.2026 auf der Verifizierungs-Seite vom Casino hochgeladen:

• den Identitätsnachweis
• den angeforderten Transaktionsverlauf
• den Nachweis meiner E-Wallet (Jeton)
• ein Selfie Foto mit Ausweis in der Hand und im Hintergrund die geöffnete Webseite vom Casino.

Haben Sie alle erforderlichen Dokumente so schnell wie möglich und im korrekten Format eingereicht?

Ja

Haben Sie schon einmal erfolgreich Auszahlungen vorgenommen?

Ja, eine Auszahlung über Mifinity im Jahr 2025. Die Zahlungsmethode Mifinity wurde aber deaktiviert. Deshalb habe ich die letzten Einzahlungen auch über meine Jeton E-Wallet getätigt.

-------------------------------------------------------------------

Am 27.6.2026 habe ich gesehen, dass auf der Verifizierungs-Seite Dokumente benötigt werden, aber keine Angaben darüber gemacht werden, welche Dokumente. Ein Button zum Hochladen fehlt auch, wie auf dem folgenden Screenshot zu sehen ist:

Auf Nachfrage beim Support am 27.3.2026 (diesen Screenshot habe ich in der Mail mit angehangen), wurde mir geantwortet, das mein Konto gerade ein standardmäßigen Überprüfungsprozess durchläuft. Warum steht dann aber auf der Verifizierungs-Seite, dass noch Dokumente fehlen?

lieben Gruß,

Michael

Hello Popy71,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra 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 Petra 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 providing the previous details, Popy71.

• Can you confirm if the email you received regarding the document request mentioned any specific timeframe for the verification?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Additionally, could you provide the communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello Petra,

Can you confirm whether the email you received regarding the document request mentioned a specific timeframe for the review?

Yes, support informed me that the verification process could take up to 10 days and that I would be notified by email. This message was sent to me by support on April 15, 2026, and is now almost four weeks old.

Could you please inform us about the current status of your withdrawal request? Is it marked as pending or already processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

As already mentioned and as can be seen in the screenshot, it is currently not possible to request a payout, as all payouts are blocked.

Could you also send me all communication with the casino? This can include screenshots, emails, or chat logs. You can send all documents to the following address: petra.h@casino.guru Or post your screenshots in the thread.

I will forward all conversations with casino support to them via email and the chat transcript in a separate email.

kind regards,

Michael

Hallo Petra,

Können Sie bestätigen, ob in der E-Mail, die Sie bezüglich der Dokumentenanforderung erhalten haben, ein bestimmter Zeitrahmen für die Überprüfung genannt wurde?

ja, der Support hat mir geschrieben, das der Prozess der Überprüfung bis zu 10 Tage dauern kann und ich per Email benachrichtigt werde. Diese Nachricht wurde mir am 15.4.2026 per Email vom Support geschrieben und ist mittlerweile schon fast 4 Wochen her.

Könnten Sie uns bitte über den aktuellen Status Ihrer Auszahlungsanfrage informieren? Ist sie in Ihrem Casino-Konto als ausstehend oder bereits bearbeitet gekennzeichnet? Falls möglich, laden Sie bitte einen Screenshot Ihrer Auszahlungshistorie direkt in diesen Thread hoch.

Wie schon geschrieben und wie auf dem Screenshot zu sehen, ist es im Moment nicht möglich eine Auszahlung zu beantragen, da alle Auszahlungen blockiert werden.

Könnten Sie mir außerdem die gesamte Kommunikation mit dem Casino zukommen lassen? Dies können Screenshots, E-Mails oder Chatprotokolle sein. Sie können mir alle Dokumente an folgende Adresse senden: petra.h@casino.guru Oder poste deine Screenshots im Thread.

Ich leite ihnen per Email alle Konversationen mit dem Casino-Support weiter und in einer separaten Email den Chat-Transkript.

lieben Gruß,

Michael

Dear Popy71

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 Hadi (hadi.a@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,

Petra

Dear Popy71,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from RomiBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear RomiBet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear Popy71,

We are writing to you regarding your pending withdrawal requests. Upon reviewing your account, we have identified that further verification is required in order for us to proceed with the transactions.

To assist you as quickly as possible, we have escalated the matter for priority review. The relevant department is currently checking the matter, and we are monitoring the status closely. As soon as we receive a definitive update from the internal team, we will inform you immediately.

We appreciate your cooperation and patience.

Best regards,

RomiBet Casino Team

Dear Popy71,

We are pleased to inform you that your account verification process has been successfully completed, and your account is now in full standing.

You can now proceed with submitting your withdrawal requests.

Please be aware that processing times may vary depending on the specific payment provider you choose.

Best regards,

RomiBet Casino Team

Dear Popy71,

The casino has confirmed that your account verification is now complete and you can proceed with your withdrawal. Please let us know once you have received the funds.

Dear RomiBet Casino,

Thank you for the update. We are glad to hear the verification has been completed and that the player can now proceed with their withdrawal.

Best regards,

Hadi

Hello Hadi, hello Romibet Casino team,

I have now requested a payment of €500 each on April 27, 2026, April 28, 2026 and April 29, 2026.

A payment has not yet been made. As soon as a payment is made, I will inform you here.

kind regards,

Michael

Hallo Hadi, hallo Romibet Casino Team,

Nun habe am 27.4.2026, am 28.4.2026 und am 29.4 2026 jeweils 500€ zur Auszahlung beantragt.

Eine Auszahlung erfolgte noch nicht. Sobald eine Auszahlung stattfindet, werde ich sie hier informieren.

lieben Gruß,

Michael

Dear Popy71,

We are writing to inform you that all of your pending withdrawal requests have been successfully processed and paid out. You should see these funds reflected in your account shortly, depending on your financial institution's processing times.

Regarding your remaining balance, please feel free to proceed with your final withdrawal request at your earliest convenience.

Best regards,

RomiBet Casino Team

Hello Hadi, hello Romibet Casino team,

On April 3, 2026, 3 x €500 were paid out.

As soon as new payments are received, I will inform you here.

kind regards,

Michael

Hallo Hadi, hallo Romibet Casino Team,

Am 3.4.2026 sind 3x 500€ ausgezahlt worden.

Sobald neue Auszahlungen eingehen, werde ich sie hier informieren.

lieben Gruß,

Michael

Hello Hadi, hello Romibet Casino team,

(Correction to my message of May 4, 2026.)

There was a typo. The payments were not made on April 3, 2026 , but on May 3, 2026 .

Yesterday, May 4, 2026, another payout of €500 was made. A total of €2000 has been paid out so far. €2890 is still outstanding.

As soon as new payments are received, I will inform you here.

kind regards,

Michael

Hallo Hadi, hallo Romibet Casino Team,

(Korrektur zu meiner Nachricht vom 4.5.2026.

Es hat sich ein Schreibfehler eingeschlichen. Die Auszahlungen waren nicht am 3.4.2026 sondern am 3.5.2026.)

Gestern, am 4.5.2026 wurde eine weitere Auszahlung von 1x500€ getätigt. Insgesamt wurden bisher also 2000€ ausgezahlt. Offen sind noch 2890€.

Sobald neue Auszahlungen eingehen, werde ich sie hier informieren.

lieben Gruß,

Michael

Dear Popy71,

Thank you for the update. I'm glad to hear the payments are coming through. Please keep us posted as the remaining balance is paid out.

Best regards,

Hadi

Hello Hadi, hello Romibet Casino team,

Five payments of €500 each have been made in the last few days. A total of €4500 has been paid out so far. One final payment of €393 is still pending. I will inform you here as soon as it arrives.

kind regards,

Michael

Hallo Hadi, hallo Romibet Casino Team,

In den letzten Tagen wurden 5x500€ ausgezahlt. Insgesamt bis heute 4500€. Offen ist eine letzte Auszahlung von 393€. Sobald diese Auszahlung eingehet, werde ich sie hier informieren.

lieben Gruß,

Michael