Sushi Casino - Player’s winnings haven’t been received yet.

Hi, I won 194 euros, wagered the bonus and tried to verify the account. The casino verifies some documents such as ID and proof of address but does not want to approve my bank cards, and Jeton bank and bank account number.

which all other casinos accept at once.

They also wanted to see bank statements where money has been withdrawn to the casino like I did (see all attachments!)

Chat girl "Rena" can't help and just says the same thing that I should upload pictures of my bank card etc. which I have already done!

Dear BorisO,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello,

You can close the case, they have been changed immediately, I received the money, KYC was approved without me changing anything, the only thing I did was email the casino asking CasinoGuru to help me!

You are truly a good partner that most casinos care about!

Thanks CasinoGuru and keep up the good work!

Dear BorisO,

We're glad to hear that your issue has been resolved. We'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,

Dominika

Casino.Guru