The player from Finland had requested a withdrawal less than two weeks prior to submitting that complaint. Their money hadn't been received at that time. The player had had issues with the casino's KYC team not accepting his official bank statements. After submitting the complaint, the casino had finally verified the documents and started paying out his winnings gradually. The player had confirmed receiving the full amount, expressing gratitude to the Complaints Team for their help. The issue had been successfully resolved and was marked as such in our system.
Simple Casino - Player believes that their withdrawal has been delayed.
Amount: €9,254
Simple Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.9
Simple Casino has a Safety Index of 5.9, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Hello Casinoguru, Simple casino asked me to send them 1 month bank statement from my bank where is my IBAN my name and Bank name visible, I sent them the official statement downloaded from my bank and they just don't want to accept it because I think they try to stall and not to pay my money, I have asked from my bank and there is no any other document that could be downloaded because this is the official from them. Please help me i have read Simple casino used to steal lot of money from people. Additionally, earlier maybe - year ago they paid my small winnings of couple hundred euros. Now when i won 9254e they are trying everything in their power to refuse the payment.
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6 months ago
Dear Mikkolaitala,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
Dear guru, tge problem is not with the withdraw time, but with the casino KYC team they are not accepting official bank statements downloaded from my bank. They are stalling and not answering to my emails. I have sent them 27 pages of my bank statement and they dont accept it and dont answer to me. Its big money so they trt to withold the money so that i sould play it instead of getting my payment
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6 months ago
Dear gurus, simple casino has finally verified the official document from my bank and is paying my wins little by little now
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6 months ago
yes i received the full withdraw finally. It was good that we made this complaint so they paid the money. I hereby say thank you so much to casinoguru by helpong me with this!
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6 months ago
Dear Mikkolaitala,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
