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Delayed KYC verification and withdrawal obstruction

I am filing this complaint against Don.ro due to an unjustified delay in the KYC process and the blocking of my funds totaling 6,099 RON (5,379 RON in balance + 720 RON in pending withdrawals).

Chronology:

Activity: I deposited 3,500 RON and placed bets only on major basketball leagues.

Initial Request (April 30th): The casino requested card photos, a bank statement for April, and a specific selfie with my ID and the website visible. I sent all documents on the same day.

The Delay: For 4 days, I received no response. On May 4th, I contacted support via live chat. The agents refused to provide official explanations, gave me canned responses, and abruptly ended the chat session.

Repeated Requests: Immediately after the chat, I received a new email from support (Eva) asking for the exact same documents already provided, claiming they need different angles or lighting.

My Position: This is a clear stalling tactic. The bank statement is an original PDF from the banking app, and the photos are high-resolution. I have already complied with every request, yet my withdrawals remain blocked without any valid reason other than "verification in progress."

I have also filed a formal complaint with the Romanian regulator (ONJN). I am asking Casino Guru to mediate this dispute and help me receive my legitimate winnings.

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.

Dear gghiocell,

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

Dear Karla,

Thank you for your response.

However, I would like to clarify that my issue is NOT related to standard withdrawal processing time.

The real problem is the KYC verification process itself.

I have already submitted all requested documents multiple times, including:

ID photos (several different pictures, different angles and lighting)

bank statement (original PDF from my banking app)

selfie with ID and requested details

Despite fully cooperating, all my documents keep getting rejected or re-requested without any clear or specific explanation.

The support team only provides generic responses like "upload a different photo" or "verification in progress", without telling me what exactly is wrong (quality, reflection, missing detail, etc.).

This makes it impossible for me to complete the verification process.

So this is not a normal delay — this is an ongoing obstruction of the KYC process, where:

I comply with all requirements

but the casino keeps rejecting everything without justification

Additionally:

I already submitted everything multiple times

the same documents are being requested again and again

no concrete reason for rejection is provided

I kindly ask you to take this into consideration and not treat this case as a standard withdrawal delay, but rather as a KYC abuse / verification obstruction issue.

I am ready to provide all screenshots and proof of the repeated submissions.

Thank you.

Dear gghiocell,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear gghiocell, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Karla,

Thank you for your follow-up. Here are the exact answers to your questions, including important updates on the situation:

Have you made any successful withdrawals before? No, I have never made a successful withdrawal before. I only deposited my own funds into the account.

Could you please confirm that you have passed the KYC verification? No, I have not passed it. I sent the newly requested documents on May 4th, and for 12 days straight, my account section has shown that the documents are still "In Progress / Pending". I have received absolutely no updates or emails from them since then.

Did you accumulate your winnings with or without an active bonus? Without any active bonus. I played strictly with my own deposited cash.

Did you play casino games or bet on sports? I bet strictly on sports, focusing only on major basketball leagues.

Additional details and communication: My pending withdrawal of 720 RON has been frozen since 30.04.2026 at 11:43:06. The rest of my balance (up to 6,099 RON total) is also stuck. When I try to contact them, they completely ignore my emails. When I use the Live Chat, the agents refuse to give any real information and just repeat the same script: "You must wait, the department is reviewing it."

Waiting 12 days for a simple document review while keeping my funds blocked is a clear stalling tactic. I kindly ask Casino Guru to intervene now, as the 14-day frame is long gone and the casino is completely ghosting me.

Thank you, Mihaita

Dear gghiocell,

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,

Karla Mayfly

Hello gghiocell,

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

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear gghiocell,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the National Office for Gambling Romania - ONJN (https://onjn.gov.ro/) and submitting a complaint to them. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S