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I am submitting this complaint due to an unreasonably delayed withdrawal and a verification process based on incorrect assumptions and requests for impossible documentation.

Timeline of events:

January 4th, 2026 – I requested a withdrawal of CHF 1,500

January 6th, 2026 – The casino requested verification documents

The documents were rejected, despite being listed as acceptable in the casino’s own terms

Since then, I have been repeatedly informed that each verification step takes up to 48 hours, but in practice the waiting time has consistently been 60–70 hours or more, without resolution

Verification issues:

Paysafecard deposit proof

The deposit was made using a Paysafecard voucher (PIN) purchased with cash

This payment method is anonymous by design

The receipt provided shows the date, amount, serial number and PIN

The deposit was successfully credited to my casino account

Despite this, the casino requested:

A screenshot of a Paysafecard card with my name visible

A Paysafecard account statement

These documents do not exist for a cash Paysafecard voucher.

Incorrect assumption by the casino

The casino claimed that my payment was made via a registered Paysafecard / myPaysafe account

This is factually incorrect

I provided official evidence (screenshots and video) from my.paysafecard.com clearly showing no transactions and no registered account activity

Bank statement request

After validating my proof of address, the casino requested a bank statement

No banking method was used for the deposit

No clear explanation was provided regarding the regulatory purpose of this request

This appears unrelated and disproportionate to a cash Paysafecard deposit

Current status:

Proof of address: validated

Paysafecard proof: rejected despite being the only possible proof

Withdrawal of CHF 1,500: still pending

Verification ongoing with no clear deadline

I have cooperated fully and provided all existing and technically possible documentation. The casino continues to delay the process based on incorrect assumptions and requests for documents that cannot exist.

I am requesting Casino Guru’s assistance in reviewing this case and helping reach a fair resolution.

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 Frankieeee,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your payment method seems to be the only issue?
• Which other documents have you already provided? Have they all been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello Kristina,

Thank you for your message and for reviewing my case.

To answer your questions:

1) Yes, that is correct. At this moment, verifying the payment method (Paysafecard) is the only remaining issue preventing my account from being fully verified and my withdrawal from being processed.

2) Documents already provided:

Proof of identity (approved)

Proof of address (approved)

Paysafecard purchase confirmation / voucher screenshot (rejected)

Bank statement (PDF) submitted as proof of address (approved)

The main problem is that the casino is requesting a Paysafecard card showing my name, which is not applicable, since I did not use a Paysafecard account or card. I used a Paysafecard voucher (PIN code) purchased separately.

I have also provided evidence showing that there are no transactions in my Paysafecard account, which confirms that no Paysafecard account or card was used for the deposit.

Despite this, the casino continues to request documents that cannot exist, which is causing repeated delays. The casino states that verification takes up to 48 hours, but in practice each step has taken 60–70 hours or more.

I am fully cooperative and willing to provide any reasonable and applicable documents, but I am unable to provide documents related to a Paysafecard card/account that was never used.

Thank you for your assistance in helping resolve this matter.

Kind regards,

Mauro

Hello Kristina,

I would like to inform you that the verification process has now been completed and my withdrawal request has been accepted by the casino.

I would like to thank you and the Casino Guru team for your support and assistance during this process. Your involvement was very helpful in bringing clarity and resolution to the situation.

Despite the delays and misunderstandings during verification, I would like to say that my overall experience with the casino has been positive. The casino offers a wide variety of games, attractive bonuses, good opportunities to play, and a generally enjoyable platform.

I appreciate that such verification procedures are part of security requirements, and I am glad that the matter has now been resolved. I would not hesitate to recommend this casino to other players, especially for its game selection and promotional offers.

Thank you once again for your assistance.

Kind regards,

Mauro

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

Dear Frankieeee,

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,

Kristina