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I originally withdraw $1901.90 which was rejected due to checking bank details. I withdraw again after being advised to. I received payments individually for $201.90, $250 and $50. When I asked about the $1400 as I hadn't received it, I was asked what payment/ Amount I have already received.

I was then sent recipients of all payments including $1400 saying successfully transferred. ($1400 receipt had a spelling error, which i mentioned, my name spelt wrong).

A few days went on and I was told to wait 1 more day, then another day then they couldn't do much as it was the weekend and banks were closed and they will call there bank on Monday.

I followed up on Monday and was told the transfer was successful and should have it soon.

Next day followed up again and was asked to sent my bank statement to verify, I did this.

For the past week I have sent more then 30 bank statements as they kept finding issues with it :

- dates were wrong ( but they weren't)

- wrong format

- should be longer then 1 page

- looks fake

- not in correct order (only 1 page)

- I edited it

- incorrect statement

- all information not on the statement

They then said sorry we can not complete your request.

Please help me!!!

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Dear Kez2, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise whether the bank statement was submitted in the required PDF format? Have you received any communication indicating the status of your latest document submission?

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, 

Attila

Hi Attila,

I have sent multiple bank statements over the past week and a half and each time they would come back with a different reason not to except it (wrong or no date, it looked fake as it was only one page - new account, needed the full month of January-can't be done, not arranged correctly).

The last thing they said is if I dont send the correct document they can not help with my inquiry.

I even got my bank to sent me a copy of my bank statement and showed them.

I've asked them to follow up with their bank as transfers should not take longer then 3 weeks and they refused.

Still have not received my withdrawal since 6.1.26.

Dear Kez2, thank you very much for your reply. Could you please advise whether the bank statement was submitted in the required PDF format?

Thank you for your patience and cooperation.

Yes i did on a number of times. Sometime they would except the link and other time I would get reasons that they could not except it like: no dates on statement, wrong format, looked fake, needed the whole month even though we are not in February yet, and get statement from the the bank which I did twice.

This is the receipt they sent me.

Spelling of my name is incorrect and I advised them of that however they said payment was still successful.

Dear Kez2, Thank you for your response. I appreciate your communication; however, I am a bit unclear about your last message. Could you please clarify if there has been a misspelling of the name on the document you submitted to the casino? Thank you for your assistance.

Hi,

Sorry for not being clear. The payment receipt for $1400 my first name is spelt incorrect. They have my name as kieran however all other receipts were correct spelling, keiran.

It just doesn't make sense. It's been over a month and it's am still waiting for the transfer.

Dear Kez2,

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, Barbora (barbora.p@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,

Attila

Hello Kez2,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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.

Ok so if rhe complaint is clised i loose my winnings?

Dear Kez2,

I completely understand your concern.

If the complaint is eventually closed as "unresolved," it does not mean that you automatically lose your winnings. It would simply mean that the casino failed to cooperate with us during the resolution process.

At the moment, however, the casino still has time to respond, and we will wait for their official reaction before taking any further steps.

Please keep in mind that we are an independent mediator. We do not have the authority to force the casino to process payments, but we do our best to facilitate communication and aim for a fair resolution. If the casino responds at any point, even after closure, we can reopen the complaint.

For now, let’s wait for their reply within the given timeframe.

Ok no problem. I will wait and hope they reply.

Thanks

I have had some contact withem and they are not willing to do anything. They keep saying it's my banks fault but I have spoken to them multiple times and they can not see the transaction.

Dear Kez2,

Thank you for the update and for your patience throughout the process.

Unfortunately, despite several attempts to contact the casino, we have not received any cooperation or response from their side. Without the casino’s participation, there is very little we can achieve through our mediation.

Additionally, this casino operates without a valid license and does not refer to any official ADR (Alternative Dispute Resolution) service, which means there is no regulatory authority we can escalate this case to.

For these reasons, I will now mark this complaint as "unresolved" in our system. I understand that this is not a satisfactory outcome. However, unresolved complaints negatively impact the casino’s rating and may encourage them to reconsider their approach in the future.

Please note that if the casino decides to respond at any point, we can reopen the complaint, and you will be notified by email.

For future reference, I strongly recommend choosing casinos based on their reviews and ratings. This particular casino currently holds a very low rating on Casino Guru, which reflects various risk factors identified during our evaluation.

I am truly sorry that we were not able to assist more effectively in this case.

Best regards,

Barbora