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Good evening, last Saturday, June 7th, I registered at Sushi Casino and made several deposits, totaling approximately €3,700, using my virtual N26 card. I didn't accept any bonuses and canceled them before playing. With my last deposit, I managed to obtain a balance of €7,700 and meet the required play level to withdraw the funds. I completed the KYC process and received a verification email indicating that I could now withdraw.

Following the terms and conditions, I started a first withdrawal of €700. I waited 72 hours and the casino has denied my withdrawal. They tell me that my account is not

verified. They request a card confirmation. N26 does not issue the exact confirmation that the casino requests, but it does issue a very similar document. N26 issues a confirmation certificate with the

Details of the card number. The casino says the document isn't correct because it doesn't indicate "card confirmation" on the certificate. My bank says it can't issue another certificate. I need help, please.

buenas noches, el pasado sábado día 7 de junio me registre en Sushi Casino, hice varios depósitos, por un total de 3700 euros aproximadamente con mi tarjeta virtual del banco N26. no acepte ningún bono y los cancele antes de jugar. con el ultimo deposito conseguí obtener un saldo a mi favor de 7.700 euros, y cumplir el nivel de juego requerido para poder retirar los fondos. Procedí a realizar el KYC, y recibí un correo de verificación ok y me indicaron que ya podía proceder al retiro.

Siguiendo con los términos y condiciones inicie un primer retiro de 700€ espere 72 horas y el casino ha denegado mi retiro, me indican que mi cuenta no esta

verificada. solicitan una confirmación de tarjeta. N26 no emite la confirmación exacta que pide el casino, pero si emite un documento muy parecido, N26 hace un certificado de confirmación cuenta con el

detalle de la numeración de la tarjeta, el casino dice que el documento no es correcto porque no pone en el certificado confirmacion tarjeta y mi banco dice que no puede hacer otro certificado. necesito ayuda porfavor.

Dear Loloman,

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 forward me the email from the casino you received after your confirmation from N26 Bank was not accepted for verification? My email address is [email protected].

Has the casino suggested any alternative ways to confirm this payment method, for example, a verification video from the app?

Have all your other documents been successfully approved during KYC?

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

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Good morning. The casino, aside from canceling my withdrawal, didn't provide any explanation via email. They told me via chat that they only accepted the document that N26 Bank can't issue (card confirmation). After insisting on the chat for over 8 hours, they sent me another email confirming I can make withdrawals this morning. This doesn't inspire much confidence, as I also received this verification confirmation a few days ago, and a few days later they canceled my withdrawals.

They also sent me an email with the contact information for a VIP manager, with whom I speak via WhatsApp. We'll see if I can get a withdrawal this time. I'll keep you updated.

Thank you very much for your help

Buenos días, el casino a parte de cancelar mi retiro, no me dio explicaciones por correo electrónico, por el chat me indicaban que solo aceptaban el documento que banco N26 no puede confeccionar ( confirmacion tarjeta). tras insistir mas de 8 horas en el chat esta mañana han vuelto a enviarme un mail de correcta verificacion, dicen que puedo hacer retiros, esto no me hace confiar mucho, por que hace unos dias tambien tuve esta confirmacion de verificacion y dias mas cancelaron mis retiros.

tambien me han enviado un mail, con el contacto de un gestor VIP, con el que hablo por whatsap. veremos si esta vez consigo obtener algun retiro. os ire informando

muchisimas gracias por vuestra ayuda

Today I was able to withdraw 1,400 euros in two authorized withdrawals of 700 euros each through my VIP manager. I still have over 6,000 euros in my casino account. I would appreciate it if you could accompany me throughout the entire process, until I complete the withdrawal of the entire amount.

Hoy he podido retirar 1400 euros en dos retiros autorizados de 700 cada uno a través de mi gestor vip, todavía tengo mas de 6000 mil euros en la cuenta del casino. os agradecere si podeis acompañarme en todo el proceso, hasta finalizar el retiro de todo el importe

Surprisingly, where everything was difficult before, everything now seems easy (for now). I have been able to make two new withdrawals totaling 1,400 euros. I still have 4,200 euros pending withdrawal. I will keep you posted.

Sorprendentemente donde antes todo eran dificultades ahora todo parece fácil ( de momento) he podido hacer dos nuevos retiros por importe total 1400 euros, tengo 4.200 euros pendientes de retiro todavía, seguiré informando…

Thank you for the updates. If you wish, we can keep this complaint open until you receive all your withdrawal requests. Please feel free to reach out with any new developments or updates—we’ll be here to assist further if needed.

Good morning, I'd appreciate it if we could keep the complaint open until I can withdraw the money. Today I was able to withdraw another 700 euros.

Buenos dias, os agradeceria si podemos mantener la queja abierta hasta que pueda retirar el dinero. hoy he podido retirar 700 euros mas

Hello, for the past 2 days, I've been told that withdrawals are not possible. They are updating the system and don't know when withdrawals will be possible again. Is this normal?

hola, desde hace 2 dias, me dicen que no se puede hacer retiros, estan actualizando el sistema y no saben cuando sera posible volver a retirar, es esto normal?

Thank you very much, Loloman, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Loloman,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Sushi Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Representative, could you please clarify the reason why the player is currently unable to proceed with their withdrawal?

Unless there is a valid and clearly communicated justification, I kindly urge you to process the payment as soon as possible.

Thank you in advance for your prompt attention to this matter.

Thank you very much, let's see if the casino responds and explains why they no longer want to manage my withdrawals.

Muchas gracias, a ver si el casino responde y nos explica por que motivo ya no quieren gestionar mis retiros

Update: I've been able to make a few more withdrawals, but it seems they're now very upset about my complaint and are no longer processing my withdrawals every 24 hours. They're now using the maximum timeframe according to their terms and conditions of 72 hours, which they never honor, since you have to complain after the time limit has elapsed for them to process the withdrawal. As pleasant as it could be to enjoy a bit of fun at a casino, they turn it into a very negative experience for the customer. I definitely don't understand how this casino has such a high rating.

actualización, he podido hacer algun retiro mas, pero parece que ahora estan muy molestos por mi reclamación, y ya no me procesan los retiros cada 24h. ahora utilizan el tiempo maximo segunnsus terminos y conciones de 72 horas, que nunca cumplen ya que tienes que reclamar pasado el tiempo para que procesen el retiro, con lo agradable que podria ser gozar de un rato de diversion en un casino, lo convierten en una experiencia muy negativa para el cliente, definitivamente, no entiendo como este casino tiene una puntuacion tan alta.

I am truly sorry that you have has such a negative experience with the casino.

Sushi Casino Team,

Can you please engage into this thread and let us know, why player´s withdrawals take such a long time?

Hello,

Thank you for the opportunity to provide a response to this matter.

We are pleased to inform you that the recent withdrawal request was approved by our relevant team, and the winnings should already be on their way to your banking account. We would also like to emphasize that the rest of the requests will be reviewed in the order they were received, in the business timeframes.

Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email, or your designated Account Manager.

We believe these actions demonstrate our dedication and openness to a user-friendly experience.

Thank you for your understanding and cooperation.

Best regards,

SushiCasino Team

Thank you Sushi Casino for good news:-)

Dear Loloman

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Good afternoon, what Sushi Casino said is correct. I've been able to continue making withdrawals. I still have 900 euros in the casino, and I'll use it to play. If I have any problems, I'll write to you. Thank you so much for your help. Without you, I don't think I would have been able to resolve this issue.

Buenas tardes, lo que comenta sushi casino es correcto, he podido seguir haciendo retiros, todavia tengo 900 euros en el casino y los dejare para ir jugando, si tengo algun problema os escribire, muchisimas gracias por vuestra ayuda, sin vosotros creo que no hubiera podido resolver este asunto.

Dear Loloman,

I'm so glad to hear that it is all going well! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru