Zodiac Casino - Pelaajan kotiutus viivästyy liiallisten KYC-pyyntöjen vuoksi.

Complaint Summary

I won 3,749.16 EUR at Zodiac Casino and requested a withdrawal on or before October 16, 2025. The casino confirmed processing in an email, stating a 2-business-day pending period. After that period passed with no payment,

I contacted support.

They then began an endless KYC loop, demanding:

Photo ID

Proof of address

Bank-generated PDF statements

Void check

Selfie with ID

A continuous, unedited video of me:

Holding my ID

Logging into my Skrill account on the same device I used to deposit

Navigating to show casino deposits

Despite providing all documents (including two videos), they rejected the videos without explaining what was wrong, only repeating: "single, continuous video with no edits or cuts."

When I asked for clear instructions or an example video, they ignored my emails for days, then sent vague one-line responses.

This is not standard KYC it is deliberate stalling. The requests are:

Excessive (video login to a third-party e-wallet?)

Unclear (no guidance on framing, lighting, or exact navigation)

Invasive (filming live login to a financial account)

I have never been asked for a video login in 5+ years of gambling. The money has been pending for over 2 weeks with no 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.

Hello,

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

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements and reasons for rejecting your submissions? 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

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Slots

Did you achieve your current balance with the help of a bonus?

Yes with bonus they give allot ofpromotion I think I deposited over 10.000 euro it's the only reason I play there.

Sent all the info. I just want them to help with my verification.

Hi are we going somewhere

Dear HANSVOG

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, Matej (matej.l@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,

Tomas

Hello HANSVOG, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Zodiac Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual and what are the issues with KYC? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi Matej

The player will need to follow the instructions outlined in the most recent email from risk management. The directions are clear.

Cheers

I would like to thank the Zodiac Casino for a quick response. Much appreciated. :)

Dear HANSVOG, have you received the aforementioned e-mail and if so, can you please let us know once it has been actioned? Thank you.

I received this. I sent them some stuff it didn't approve.

"Could you please provide a video of yourself showing your identity document clearly, followed by logging into your Skrill account on the device you use to access the casino. Please then navigate to the section of your Skrill account that displays your deposits made to the casino."

Could they send me an example or something clear what they mean. This has never been requested to be. It's not clear what is needed to be seen. I am happy to do everything what is requested. Only this is just an awkward request.

Dear HANSVOG, from my understanding the casino is asking for a video recording with visible credentials on the ID card and the proof of payment.

I would recommend making two video files - one where the camera is steady (ideally not held by hand) and you showing the ID card slowly, making sure all the card details and texts are readable. Then, slightly turning it sideways helps with watermarks, whose changing state would confirm legitimacy of the ID card. Next, you can make a screen recording of you logging into the Skrill account and showing the details of the deposit payment sent to the casino. Hope this helps, please let me know if you need further help or once the new video files are submitted to the casino.

In the meantime, if the Zodiac Casino can add additional information about how to submit proper video recording, feel free to do so. Thank you.

I did a video holding my id and a screenrecording they just replied with the same email if this how they want it I will provide it.

Not sure how do to do this all this is not a normal verification What are the standards for approving?

Hi there

This is not the most recent email sent from risk management. Please look at the most recent email they sent and follow the instructions.

"It cannot be a screen recording the video must show first you holding your identity document clearly, followed by footage of you physically logging into the device used to make the purchases and accessing your Skrill account."

I still need an example of this could you please show me how to make this a video from someone that doing this never in my life this has been asked I want to do it right.

The instructions are very clear.

The recording must show first you holding your identity document clearly, followed by footage of you physically logging into the device used to make the purchases and accessing your skrill account.

This must be one continuous video.

It cannot be a screen recording.

The video you sent did not follow these instructions.

Cheers

Dear HANSVOG, I would suggest you either put the recording device on a tripod, or prop it against something where it can stay still without the need to hold it. Start the recording, show the ID card and then reposition the device so the computer screen is visible, and log in. Hopefully that will be good enough to pass the KYC verification.

Dear HANSVOG,

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.

I am not sure how to do this. Can they send me an example I asked for multiple times.

Dear HANSVOG, from my understanding you have received a message with clear instructions of how to record the video. If you are still unsure, feel free to e-mail me both the instruction e-mail from the casino and your video file, so I can try to help by checking the issues and helping you rectify them. My e-mail is matej.l@casino.guru. Thank you.

Dear HANSVOG,

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.

Hey there

This player has failed to provide KYC as per risk management's directions. As such the player's account is closed.

Cheers

It is now completely unacceptable.

I have won €3,749.16 in real money (mostly from my own deposits exceeding €10,000), requested a legitimate withdrawal on or before 16 October 2025, and for almost two months I have cooperated with every single document request.

The latest demand a single continuous video showing me holding my ID and then physically logging into my Skrill account on the same device – is not a standard KYC procedure.

No regulated casino I have ever played at in over five years has required filming a live login to a third-party e-wallet. Despite multiple polite requests for an example or at least minimal guidance on framing/lighting/what exactly must be visible, the casino has refused to provide any help and simply repeats the same vague instruction.

Closing my account and confiscating my verified winnings because I supposedly "failed to provide KYC" after I submitted every document and multiple videos is nothing but a deliberate refusal to pay.

Hi

The player can contact ecogra if they are not happy with the decision.

Cheers

Dear Matej and Zodiac Casino representative,

The casino's latest response dismissing my legitimate concerns and closing my account without payment, while simply suggesting I contact eCOGRA is unacceptable and confirms deliberate stalling.

After nearly two months of full cooperation (submitting ID, proof of address, bank statements, selfie, multiple videos, and more), the refusal to provide even basic guidance or an example for the unusual video login request, followed by account closure and confiscation of my €3,749.16 real-money winnings, amounts to outright refusal to pay.

This invasive and non-standard KYC demand (filming a live login to my Skrill account in one continuous video) has been rejected repeatedly without specific feedback, despite my requests for clarification.

Zodiac Casino/Casino Rewards should reconsider and process my withdrawal immediately to avoid further escalation.

Thank you, Matej, for your assistance so far.

You can escalate by submitting a dispute to eCogra. We are bound by their decision and they are our official ADR.

Cheers

Dear HANSVOG, following this conversation, I have not seen anything out of the ordinary when it comes to the casino's video KYC request. I have also asked you to forward me the video that was rejected by the casino for evaluation, but so far I have not received anything. This way I can't confirm whether the casino refusal is justified. I have also provided a quick guide how to make the video requested by the casino to help you pass the verification.

If you are unable to provide either a video for the casino that can be accepted, or forward me the rejected file for evaluation, I will not be able to help you further.

Dear Zodiac Casino, to speed things up a little, would you be wiling to conduct a KYC video call with the player?

Hi Matej

I have replied to your email.

Cheers

I am fully willing to complete verification and have cooperated for over two months. The current request (continuous video showing my house/computer while logging into Skrill) is highly unusual, and the casino has ignored my repeated requests for guidance or an example (5+ times via email and chat).

I’m happy to join a video call at any time or to send you my latest video privately for review, as you offered.

Thank you for the confirmation, dear HANSVOG. Please, forward me the latest KYC video that you have sent to the casino - and which has been refused - to matej.l@casino.guru. I will check it, see if there is anything you could done differently to pass, and also I will see if the casino is willing to proceed with the video call. Thank you.

This is sent for you.

Please also see my emails to them asking for feedback and example how to do it.

Non replied or saying anything.

Thank you HANSVOG, now I understand why the KYC has been rejected. I will just reiterate my previous suggestion:

Position the camera in a spot so you don't have to hold it by hand. Ensure yourself and the passport are visible, and the document is as steady as possible when showing it to the camera. Then, take the camera and reposition it so it shows both your keyboard and the monitor, while you log into the Skrill account. Then for the last time either zoom or relocate the camera so it shows you are logged in the Skrill account connected to your casino account. Afterwards, do not forget to change your Skrill password, just to be safe.

The reason for refusal of the previous video is that while one shows you and the document, the video with the Skrill account shows too little to be a proof. It doesn't show how you logged in, and it is even impossible to see what kind of Skrill account it is. Since these days it is too easy to create a website resembling Skrill account (not saying this is the case), casinos request clear proof that the logging and showing the account is genuine. On your video I can't even tell who has made the video and who has logged into what kind of Skrill account. I believe if you can provide a single video file showing yourself, document and you logging into the account, the KYC process will be successful. Please, let me know once you resubmit the video and let's see how it goes. Thank you.

Thank you for reviewing my previous attempt and for the detailed guidance—this is very helpful and much clearer than anything I've received from the casino.

I am currently away for the holidays and will be back home in early January. As soon as I return, I will follow your instructions exactly and record a new single continuous video as described.

Before I do this, could you please confirm that, if the video meets the standards you have just outlined (showing me clearly with my ID, then repositioning the camera to capture me physically logging into my Skrill account on the same device, and finally showing the relevant deposit history), the casino will approve the KYC and process my €3,749.16 withdrawal without further delays or additional requests?

The casino has been very firm about not paying so far, and after two months I just want assurance that complying with this guidance will finally resolve the matter.

Thank you again for your support.

Dear HANSVOG, I can't speak for the casino, but they said the reason for payment being denied is because you have not passed the KYC verification. If you manage to send them an undisputable video proving "you are who you are", I hope the casino will release the funds. If not, I will request further details and a very good reasoning, but we'll cross that bridge if we get there.

I will swap the timer your way, once you send the video to the casino, please CC myself in the copy (matej.l@casino.guru) so I can confirm whether the video is adequate. Thank you very much!

Dear HANSVOG,

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,
Matej
Casino.Guru