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I am a vip player at this casino.

I am verified and withdrawals have always been fine.

If a withdrawal is under $100 it always has to be manual this has been the casino from day 1 due to the mastercard withdrawal option being blocked in Australia.

The document I verified my account with expired in October 2025, my drivers license, since then ive had multiple withdrawals, the latest one being 18th of may 2026.

For some unknown reason after winning $75 (maxium withdrawal) from deposit spins. I was told I need to show new ID.

Due to my known condition of Agoraphobia which I have already once explained to the casino, I cannot go outside to renew any form of photo ID or digital ID, in Australia, even with my doctors and psychologists certificate due to the laws in Australia.

They told me that was fine last time until 8 days ago.

Then they asked me for a birthday certificate, so I sent them my original, they have said that is all that is needed.

After doing this, nothing again, the finance team, actually told my vip manager that I could get a new photo ID and digital ID, which was quite offensive undermining my condition but also incorrect and assuming I was lying.

After 8 days and many conversations via email whatsapp and support all I keep being told is to "wait"

Now that I know that I cannot withdrawal I am not looking for the $75 aud withdrawal I want a refund of every deposit I made after october 2025 as any deposit after this has been redundant which is unfair and not right at all.

I understand if the casino cannot do withdrawals for me anymore even after the lies, but I certainly do expect my money to be compensated when I have been depositing without knowing that it was worthless.

I have asked for all my transactions and withdrawals for evidence for you and even that they said will take a few days.

I hope you guys will help me in this scenario, unfortunately mental conditions are only serious if you have to push for it against neglect, which is very unfortunate because i dont even like talking about it.

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Dear biginkedaussie,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you are experiencing. I appreciate that your situation is particularly challenging given the condition you have described, and I understand why repeated requests for your identification documents may be frustrating and distressing for you.

However, there are some important limitations regarding what we can ask the casino to do in this situation.

The verification of a player's identity is a fundamental requirement of the KYC process. If the identification document previously used to verify your account has expired, the casino may require you to provide a valid and current identification document in order to complete or renew the verification. Unfortunately, we cannot require the casino to accept an expired document or waive its KYC requirements simply because the document was accepted for previous withdrawals.

Similarly, the fact that you were able to make deposits and complete withdrawals in the past does not necessarily mean that the casino is required to continue accepting an expired identification document indefinitely. A casino may request updated documentation at a later stage, particularly when a withdrawal or another account review triggers an additional verification check.

Please therefore provide us with the correspondence in which the casino confirms what documentation is currently required from you, as well as any communication indicating that your birth certificate was accepted as sufficient. 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.

Kind regards,

Veronika

Good morning Veronika.

Oh that is terrible news. Unfortunately I am pretty sure the chat logs is the only option for the proof of when they said a birthday certificate would be enough. As you can imagine being locked out of my account during the manual withdrawal my hands are very tied. I may be able to figure out a way to get some of my conversation with my vip manager from whatsapp into evidence form to attach here, just need to figure out how. And just an update, I wrote my vip manager 24 hours ago no, word, I also went to chat, yesterday and was cut off and only asked to send my banking details. then when I asked if they realized the situation, I was cut off. anyway I will see what I can get together. thank you very much

UPDATE: Just received an email again asking for all my details for a manual withdrawal.

I went to chat to ask "why did I get this email if the finance department is still reviewing everything"

The questions were ignored a few times, the customer support agent, kept asking or me to respond via email.

So I did it with my hotmail address. After doing this, then the demand was to use my gmail app and respond there. I did this linked them and did the same, after continuing to ask why I cannot do it via whatsapp or about my vip manager and the situation, the questions were ignored. "Please now" use another gmail, to tell us all the same information asked from you and add the email, then the chat cut off, this is very odd, as normally you are told not to give out another email at casinos otherwise it's potential scam. Anyway this has been going on since 12th of August, without even speaking to them while I wait for my vip managers reply since last thursday I random got this email, as you can see in the screenshot the 23rd of august. It's becoming more and more strange.

Update: I have spoken to the customer support and my vip manager, I am told now that the finance team has said everything is fine with the documents and that he was sending my manual withdrawal details to the finance team, the withdrawal should appear soon as it's UTC time for banking hours, I will keep this open until I get the money to make sure, if I do I will make sure to press "Issue resolved" thank you

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear biginkedaussie,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika