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I would like to file a complaint regarding a delayed withdrawal and an unfair verification process.

I have completed all required verification steps and provided all requested documents, including identity verification and additional photos as requested by the casino.

After completing the verification, I was clearly informed by the support team that my withdrawal request would be approved within 2 hours.

However, after this time passed, my withdrawal was neither approved nor processed. Instead, I was suddenly informed that my account is now under "additional verification", which may take up to 31 days according to clause 10.4.

I find this situation very concerning and unfair, as:

I was given a specific timeframe (2 hours), which was not respected

No clear or specific reason has been provided for this additional verification

I have fully cooperated and submitted all requested documents

The casino is now referring to a general clause without explaining how it applies to my specific case.

I kindly request assistance in resolving this issue and ensuring that my withdrawal is processed without unnecessary delays.

Thank you for your help.

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 mselko,

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 mselko,

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.

Hello, thank you for your time.

No, the withdrawal request is still pending and has not been approved. I have completed full verification on my side and provided everything required; however, they refer to a rule that allows them not to process withdrawals for up to 31 days. I consider this absurd.

Dear mselko, 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 response.

Please find my answers to your questions below:

I have not had any successful withdrawals before.

I confirm that I have fully passed the KYC verification.

I did not use any bonuses to accumulate my winnings.

I placed sports bets and also played slot games.

I will send the screenshots of my communication with the casino to your email address: karla.m@casino.guru.

Thank you very much for your help. I hope this issue can be resolved as soon as possible.

Kind regards,

Dear mselko,

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, Kubo, (jakub.m@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

Dear mselko,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Gizbo Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Gizbo Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Kubo,

Player's account is subject due to addtitional verification according to the paragraph 10.04 of the Sportsbook Terms and Conditions

If the GIZBO Sports Platform suspects unfair play, it reserves the right to restrict withdrawals for up to thirty-one (31) calendar days to conduct an account verification. The methods and results of this verification process are confidential.

A player needs to wait until additional verification is completed.

Best regards,

Gizbo Casino

Dear Gizbo Casino,

Thank you for providing the additional information. I would be grateful if you could elaborate on the specific reasons behind the recent account verification process. Please feel free to share any relevant details by sending them to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

The player’s account was undergoing a standard verification procedure, which has now been completed.

We can confirm that the withdrawal request was approved on May 6.

Best regards,

Gizbo Casino

Dear Gizbo Casino,

Thank you for your update.

Dear mselko,

I would like to inform you that the casino has approved your withdrawal request. Could you please confirm once you have received the funds? Your feedback is greatly appreciated.

Thank you for your cooperation.

Dear mselko,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru