Realz Casino - Igrač se suočava sa kašnjenjem u isplatama i problemima sa verifikacijom.

I am filing this complaint regarding serious concerns about delayed withdrawals and inconsistent verification communication from Realz Casino.

Issue Summary:

I deposited approximately $2,000 AUD before winning.

I won approximately $70,000 AUD.

I have only received $1,200 AUD so far.

My remaining balance is still pending.

Verification Issues:

I submitted all required KYC documents weeks ago.

I was initially told my documents were accepted.

Later, I was told my account is "fully verified."

However, the verification tab still shows a red indicator.

I was then told the "relevant department is doing a final sweep."

There has been no clear explanation of what is missing or what is being reviewed.

Communication Issues:

I have sent multiple emails to support@realz.com with no reply for several days.

Live chat repeatedly gives generic responses such as:

"We understand your frustration"

"Your funds are safe"

"The relevant department is handling it"

No clear timeframe is provided.

No specific reason for the delay is given.

Concerns:

The withdrawal process appears to be stalling without justification.

Verification status appears inconsistent.

Support responses are repetitive and non-specific.

There is no transparency regarding when funds will be released.

I am requesting:

A clear written explanation of my account status.

Confirmation of full verification.

A definite timeline for withdrawal processing.

Release of my remaining funds without further delay.

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.

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Bazzibanx,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?
• Which documents have you already submitted, and when did you send the most recent one?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

• Last successful withdrawal:

My last successful withdrawal — and the only one to date — was on 07/02/2026. It took approximately 5 days to be processed.

• Payment method:

I used bank withdrawal, as this is the only method that has worked successfully for me. I have not changed my withdrawal method.

• Documents submitted:

I submitted my passport, the Visa card used for deposits, and a Centrelink Government Income Statement as proof of address.

The Centrelink document was provided because my previous proof of address was not approved due to it not showing an issue date. I sent the updated Centrelink document 7 days ago.

• Bonus status:

All winnings were accumulated solely using my own deposited funds. No bonuses were active at any time.

I have many screen shots as well if you like I can send them all

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

Dear Bazzibanx,

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,

Kristina