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Subject: Repeated withdrawal cancellations and payment verification delays – Bananjia Casino

CASINO USERNAME:

K*********** M*****

CASINO EMAIL: [email hidden by Casino Guru]

Dear Casino Guru Team,

I need your help with Bananjia Casino, where my withdrawals keep being cancelled and my payment documents are repeatedly rejected without clear reasons. From the bottom of my heart I would like to thank you cause we are talking about 1400 euros. Attached you will find what I have sent in relation to my bank card as PDF as they said to confirm that I am the owner and the deposits were made through this card.

I opened my account in mid‑August 2025 and made several deposits via Apple Pay from my Eurobank card. My first withdrawal (bank transfer to the same Eurobank account) was successful. After depositing around €300–€400 more, my next withdrawal was cancelled after 3–4 days. They then asked for:

• A selfie with my ID

• Proof of address

• Proof of payment (bank statements showing deposits to the casino) and an image of the card with my name and the first 6 / last 4 digits visible.

I sent all requested documents. After another 3 days, they cancelled the withdrawals again and rejected the documents with no specific explanation. I re‑uploaded everything, including more detailed bank statements and card images. This time, only the proof‑of‑payment was rejected; they claimed the card might not be the "correct" one because I used Apple Pay.

Important points:

• With Apple Pay, I cannot see or provide the real 16‑digit card number; only a virtual number is shown.

• I can, however, show all transactions in my Eurobank app and provide my physical Eurobank card (name + first 6 / last 4 digits), which matches the account used for the first successful withdrawal.

• I have now sent around 10 proof‑of‑payment documents (PDFs and screenshots) clearly showing my Eurobank account, IBAN, all deposits, and my physical card.

• Yesterday I also made a new deposit directly with my physical Eurobank card (not via Apple Pay), which is the same card I’ve already documented.

Support replies only every ~3 days and does not work on weekends. With a €500/24h withdrawal limit and about €1,400 in my account, each cancellation pushes the process into the next week. I’m worried I may ultimately lose access to my funds despite fully cooperating.

I kindly ask you to:

• Open a ticket/case with Bananjia Casino on my behalf

• Help clarify exactly what is missing or incorrect in my payment verification

• Assist in expediting the process so I can withdraw my funds

I can provide all email correspondence, uploaded documents, and deposit/transaction screenshots in this thread.

Thank you very much for your help.

Kind regards,

Konstantinos M.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted the casino's customer support and asked them to guide you through the process of verifying the Apple Pay payment method, given that the documents you have provided so far have apparently not been sufficient?
• Could you please let us know whether you are able to provide a screenshot from your Apple Wallet showing the card you used to make the deposits and the last four digits of its Apple Pay Device Account Number?
• Has the casino approved the screenshot from your Apple Wallet showing the card you used for the deposits and the last four digits of its Apple Pay Device Account Number?
• Has the casino approved any of the documents you have submitted for your account verification so far?
• Please also provide the correspondence in which the casino specifically explained why your proof of payment was rejected, if available. This will allow us to assess whether the casino has provided you with reasonable and sufficiently clear instructions regarding the documents required for verification. My email address is veronika.f@casino.guru.

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

Dear Veronika and the Casino Guru team, thank you very much for taking the time to handle my complaint. Your support gives me real encouragement and confidence, especially as I believe the casino is trying to withhold my €1,400 unfairly.

 With your help, I feel much stronger and motivated to resolve this issue.

I will answer to your questions one by one. 

• Yes, I have contacted the casino about Apple Pay verification. I explained that, since Apple Pay uses a tokenized Device Account Number, the only way to prove ownership is via a screenshot from my Apple Wallet showing the card and the last four digits (0630). I have also provided full bank transaction records (PDF) with my name and IBAN, confirming all deposits to the casino were made by me. The casino does not accept screenshots, but for Apple Pay there is no alternative electronic verification method. If needed, I can obtain an official letter from my bank confirming that this Apple Pay token is registered in my name and that the casino transactions were made via Apple Pay for security reasons.( I am not sure if I can get it I must contact the bank if needed)

• Yes, I am able to provide a screenshot from

My Apple Pay showing the last 4 digits. I will attach it in this email. At this point I would like to add and inform you that I have also made a last deposit (20 euros) directly through my physical Eurobank card that I have lastly sent pdf with all the transactions to the casino and the personal details they have requested. ( this is still under approval from Wednesday) I did that so they don’t have excuses that I cannot deposit money from this card or it does not belong to me.

• Regarding Apple Pay, the casino informed me (as you will see in the attachments showing the communication via email) that screenshots are not accepted—only PDFs or official originals. However, in Apple Wallet there is no PDF option; the only possible proof is a screenshot from the wallet, or potentially an official letter from my bank. As of today, this is the third business day they are reviewing the latest Apple Wallet screenshot I sen with the last 4 digits-along with the full bank transaction PDF showing all deposits to the casino, my name, IBAN, and card details. Previously, they rejected bank screenshots showing the transactions; the PDF is still under review.

• Yes. The casino has approved my identity documents (both sides of my ID card). Although my initial selfie with the ID was rejected, I re-uploaded it with additional photos and it was subsequently approved. They also approved my proof of address immediately (utility bill). The only remaining item is proof of payment, which is where the main verification issue arises. it has been rejected twice without a clear explanation and the communication via chat support is awful. Both email and chat support are keep sending the same I information over and over again. 

•The casino’s replies are generic and automated, and they do not accept that some documents (e.g. Apple Pay) can only be sent as screenshots. I have already sent full payment proofs showing my name, address, IBAN and card number. For Apple Pay, I sent a screenshot showing the last four digits; it states (in Greek) that for security reasons Apple Pay creates a separate number. Today is the third business day for these documents to be processed. I am awaiting approval of the full transaction PDF, a bank letter confirming I am the cardholder, and additional screenshots showing casino transactions and that I control the Apple Pay token. I will attach the most important emails from the casino. They cancel withdrawals and verifications on Thursdays/Fridays, so weekends do not count, turning each cancellation into a new week; we are now in the third week. I can send any further screenshots you need immediately.

I would like to close by sincerely thanking you for your efforts to help me. This is an amount I am entitled to, and I have always acted properly towards the casino: I made my deposits normally, have been detailed in all my messages, and have sent everything they requested. I truly appreciate Casino Guru and Veronika for the support you are providing.

I’d like to add something very important. I uploaded my documents for verification on Wednesday, 26/08. They are still under review, and despite the many emails I’ve sent them, I received an invalid email stating that they do not accept screenshots or edited photos—even though I sent them PDFs. This is the ultimate scam! I need your help.

I would like to correct

something and sorry for my mistake.

i think you have already noticed from

the screenshots, that the name of the casino is Bananzia and not banajia with J.

that’s the link

https://bananzia777.com/el/transactions

hello and I am really sorry to annoy you but I would like to confirm if you are still investigating my case and if you have anything useful to share with me. The casino said by latest tomorrow they will respond to the documents and they will check them. Meaning 8 days after I submitted them. They also claimed that because I accidentally cancelled the 1st withdrawl that I was waiting since last Wednesday again, the documents process with go with the new time meaning until tomorrow. This situation has destroyed my and I need you.

Dear Kostaras21

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, Lucia (lucia.s@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,

Veronika

You cannot imagine how grateful I am. I have been trying a lot from my side to complete everything they asked for. I am really tired bur I have still a lot of patience and with your great support I am not going to give up.

I remain at your disposal in case you need something from my side.

wishing you all the best

Hello Kostaras21,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Hi Lucia and nice to meet you!

Thank you very much for replying and for taking over my case. I’m really glad to have you on my side!

I’ll be available every day; I check my messages and emails regularly and will respond promptly to any information that can help resolve this issue.

I’ve been very cooperative and patient with the casino. Since last Wednesday I’ve submitted 10 different documents. Some are screenshots (which they don’t accept), but the two most important ones are PDFs showing:

• all my payments to the casino,

• my full name,

• my IBAN,

• the card I used for the deposit,

• and all the necessary details.

Despite this, my withdrawal is still "under processing". On Monday, 31 August, I accidentally cancelled my first pending withdrawal, and now they’re telling me the delay is because of that and that the documents are being examined "in combination".

However, today is the last business day of the estimated timeframe in which the withdrawal should have been credited. So even if the document processing is completed now, the delay is already beyond what’s reasonable.

I’ll send you a brief summary of their last two email replies and what I answered, so you have a full picture. If needed, I can also send you the two PDFs by email, so you can see that what I’ve submitted is 100% valid. There is therefore no objective reason for further delay in a matter that has already lasted about three weeks, but the fact that they are replying in a professional way like like nothing happened may confuse third parties but the reality is completely different.

I remain at your disposal for anything you need from my side.

* i will forward the PDFs to your email

Kind regards,

Unfortunately the cancelled the withdrawals and the documents for 4 time. They are keep asking for me to verify the Apple Pay card which is tokenised meaning that even me don’t have access. If I go to my wallet i can find the card but not the 16 digits or the CVV. And I got this information directly from the bank. This is ridiculous. I am forwarding the email the sent me and I will translate it you you as well.

email translation

Hi [Redacted]!

Congratulations on your recent win — we’re glad to have you with us and truly appreciate your trust. 🤗

Before we proceed with your withdrawal, we simply need to complete a quick account verification check. This is a standard security procedure to protect your funds.

To complete the verification, please send the following:

💳 Photos of Your Card (expires 06/30)

• First 6 and last 4 digits

• Expiration date

• Cardholder’s full name

Please cover the CVV and the middle digits for security reasons.

Are you using an online/virtual card? You may send a bank statement showing the card details and your personal information.

📄 Copy of Card / Bank Statement

Please send a bank statement showing:

• Card number

• Cardholder’s full name

• All deposits made to our service from 12.08 to 26.08

Once we receive these documents, we will review them and proceed with processing your withdrawal as soon as possible.

Thank you for your understanding and cooperation.

UPDATE !!!!

i sent them an email about the Apple Pay again and now I checked my documents and everything shows verified !!! Check the screenshot.

Sorry for the back to back messages. They changed the status again to unverified.

they are playing with me. They have find this big excuse with the Apple Pay card. Even the bank cannot provide me with the card.

i thjnk it’s impossible to get this information.

The issue remains with the Apple Pay. unfortunately the only screenshot I can provide is the one I will attach in the message and I will try with the e statement again.

This is the card number they are requesting

Dear Kostaras21,

Thank you for the updates and for providing the additional information.

At the moment, we need to wait for the casino to respond and clarify the matter from their side. Once we have sufficient information from both parties, we will be in a better position to properly assess the situation and continue working toward a resolution.

Thank you for your patience and cooperation.

Dear Lucia,

I would like to update you on my case. The main issue Bananzia Casino raises concerns my Apple Pay deposits.

As we know, Apple Pay uses a secure, tokenized system, making it technically impossible for anyone to provide the full details (like first 6 digits or expiry date) of this virtual card, except for the last 4 digits visible in the Apple Wallet.

To resolve this and facilitate the process, I even made my latest deposit using my physical card to ensure 100% verification.

I have already provided the casino with official bank documents proving my ownership of the physical card and the linked IBAN. Unfortunately, they keep rejecting everything, which feels like an intentional excuse to delay my payout.

Standard practice dictates that withdrawals should be processed via the last verified deposit method. However, to exhaust every single option and prove my good faith, I have scheduled an appointment at my bank (Eurobank) this Monday to request a specific document linking the Apple Pay token to my physical card.

If they still refuse to pay out my rightful winnings after this, I am seriously considering filing an official complaint with their licensing authority (Anjouan Gaming).

I truly appreciate your ongoing help with this matter.

Hello again I am happy to repot that I found something very useful. Please check the screenshot attached showing that my Apple Pay card is connected with my physical Eurobank card. I have uploaded the screenshot to the casino verification field as well.

Good morning and happy new week. I would like to update you on my issue. First of all I visited my bank today so I could a proof stating that my Eurobank card is connected with the Apple Pay. Unfortunately for me this document cannot be provided as they are not in the position to confirm if I have actually connected my account to Apple Pay. On the other hand they have given me the e statement for the specific dates that the casino requested, to show them the 17 transactions that were made to their casino. If you also check the last message that I sent you, it clearly shows the Apple Pay number and my name. Also it says exactly what the Apple Pay rules say, that The 16 digits Apple Pay number the expiry date and the name cannot be provided to any Apple Pay user. And for a last time I have provided so far a PDF with all the transactions showing the IBAN the name and the card name, also I have provided an official pdf proving the account ownership. I mean I have nothing else to send, I requested today to complete the verification using my Eurobank physical card as they accepted deposits from thus card and I have also made an withdrawal directly to this card also what they are doing the last 3 weeks in unacceptable and unprofessional. If I don’t find a soluruin this week I will dispute the 17 deposits made to their casino with total amount 490 euros.

once again thank you for your support and I am also waiting for your answer if we have updates

Hello Kostaras21,

Thank you for the update.

Unfortunately, we have still not received any response from the casino. I will continue trying to get in touch with them and will let you know as soon as there are any developments.

Thank you for your patience.

Good morning. Unfortunately they are unreliable and unprofessional and they are not going to reply back.

now they have transferred me and my case to the security team.

To be honest with you I have lost hope and I think the only solution now is to dispute the 17 deposits with me bank and see where it will go

Hello I would like to update you on the situation. Yesterday they accepted my documents and approved my first withdraw of 150 euros but not the 2 others 500+500 euros that we expect to be approved today

we are in a good way now what is left is to see if they will create more issues with the big amounts

Dear Kostaras21, thank you once again for providing the update. Please keep me informed of any new developments.

Hello dear

they have accepted my documents and processed my refunds as well.

thank you for the support I am very proud that I made it and for one month I didn’t give up

Dear Kostaras21,

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,

Lucia S

Casino Guru