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My account was fully verified. Then they are asking for a ridiculous amount of information:-

1. Photo of Bank Card: A photo of the bank card used for the deposit, with a selfie showing the card.

2. Photo with Passport (or ID): A photo of you holding your passport (or ID card) near your face, ensuring all data is clearly visible.

3. Passport (or ID): A clear photo of your passport (or ID card) with personal details visible, along with another personal document of your choice (such as tax certificate, insurance certificate, driver’s license, birth certificate, etc.).

4. Source of Wealth: Payslips or documents showing the origin of the deposited funds, such as a letter from your employer or business.

5. Gaming Account ID: The ID from your gaming account, usually found in the upper right corner under the "Personal Account" button.

6. Utility Bill: A recent utility bill (electricity, gas, etc.) with your name and address, issued within the last 30 days.

7. Bank Statement: A recent bank statement with your name and address, issued within the last 30 days.

8. Proof of Address: A document verifying your current residential address (e.g., lease agreement, government letter, or a recent bank statement).

9. Selfie with ID: A selfie of you holding your official identification document (passport, ID card, etc.) to confirm the ID is yours.

10. Proof of Income: Documents like tax returns, payslips, or employment verification letters showing your source of income.

11. Transaction History: A screenshot or document showing recent transaction history from your bank or gaming account, supporting your deposit or withdrawal activity.

I feel this is totally unacceptable, unnecessary and it's just a way for them to delay paying out.

They are saying even after this, they will take up to an extra 15 working days.

Martin

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Dear martkindred,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing.

I understand your concerns regarding the extent of the verification process. While casinos may request additional documents in certain cases (especially for enhanced due diligence), we would like to better understand the context of your situation.

Could you please clarify the following:

• Have you already completed standard KYC verification before this request? If yes, what documents were previously approved?
• Were you given any specific reason for requesting this extended set of documents (e.g., large withdrawal, security check, AML requirements)?
• Have you already submitted any of the requested documents? If so, which ones, and what was the casino’s response?
• Are you currently still able to access your account, and is your balance intact?

Requests such as proof of income or source of wealth can sometimes be part of regulatory requirements, especially for higher amounts, but we will assess whether the scope of the request is proportionate in your case.

If you have any relevant communication or documents, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I did send a follow up email as was unable to add to this thread.

I was fully verified. I sent ID, proof of address, I offered to send a selfie with my ID but they declined at the time. The withdrawal was for £250, as they cap withdrawals at 250% of lifetime deposits, so the max I could withdraw on a £100 deposit was £250 (I previously asked to withdraw £300 which was rejected very quickly).

They have now closed my account and are going to refund my deposits totalling £100. Which is a victory of sorts, whilst not the original winnings.

This is the rule they've used: This decision was made by management, in accordance with term and condition 3.1. The Company reserves the right, at its sole discretion and at any time, to: Refuse to open an account and/or close an existing one without explanation.

I mean basically says they can do what they want really.

They also limit withdrawals to 250% of deposits, so, you can't win/withdraw a decent amount anyway.

They've said it can take up to 15 working days, so should I leave this case open until they've paid that or should this be closed.

They are an awful casino, and I wouldn't want others to get caught up by them.

Many thanks

Martin

Hi martkindred,

Thank you very much for your detailed update, I truly appreciate it.

I understand that the casino has referred to clause 3.1 from their Terms & Conditions, particularly the part stating that they reserve the right to close an account at their own discretion without providing an explanation.

• Could you please confirm whether this was the exact clause they used to justify both the account closure and the confiscation of your winnings?

While it is true that such clauses exist, they should not be used arbitrarily to withhold legitimate winnings—especially in cases where the player has already passed verification and no clear breach of terms has been demonstrated. Therefore, I would like to better assess whether their actions were justified in your specific case.

• Additionally, could you please let me know what type of games you were playing (e.g., slots, live casino, etc.)? This information may be relevant for our evaluation.

Regarding the refund of your deposits, I would recommend keeping the complaint open until you have actually received the funds. Once the refund is completed, we can reassess the situation and determine the most appropriate outcome.

Thank you.