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​I had a balance of €1,495.89 and requested a withdrawal. I contacted customer support multiple times (speaking with 5 to 6 different agents) regarding my account verification. I explicitly informed them that I could not provide the standard proof of address document. One of the support agents assured me that they would resolve this manually and process the verification with the alternative valid document I provided.

​However, instead of resolving the issue, my withdrawal request was suddenly rejected. Shortly after, €1,395.89 was removed from my account balance without any valid reason or clear explanation. I was left with only €100 (which corresponds to my last deposit). The support team now claims I can only withdraw this €100 and that the remaining €1,395.89 cannot be returned because of the pending address verification—despite previously promising a manual resolution.

I also sent multiple emails regarding this issue, but I have received no response. It is completely unacceptable to confiscate my legitimate winnings simply because of a technical verification difficulty that support promised to handle manually.

​I request Casino Guru's assistance in mediating this situation so RetroBet restores my full balance of €1,495.89 and allows me to withdraw my money.

I have saved and documented all chat transcripts with your support agents, as well as every email I sent to RetroBet. While I cannot upload all of these files in this initial form due to attachment limits, I have full proof of every conversation and promise made by your team, which I will gladly provide upon request during the investigation.

Thank you!

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 qepurasg,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• What alternative valid document did you provide for the address verification?
• Did you successfully withdraw funds from this casino before?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

​Hi Karla,

​Here are the answers to your questions regarding my case:

​Document issues / Communication: The casino informed me that they do not accept my Revolut statement, even though it contains all the necessary details, including my address. I discussed this with them via live chat, and they mentioned they would look for a solution or possibly process it manually. However, no one has responded to my emails since then, and the chat support was ultimately unable to help me resolve the issue. I have explained to them that I do not have any other alternative document available besides this statement.

​Alternative document provided: I provided an official bank statement in PDF format issued by Revolut.

​Previous withdrawals: No, this is my very first withdrawal request at this casino.

Thank you for your help and assistance!

Dear qepurasg,

Thank you very much for your clarification.

To allow us to review the situation more closely, could you please provide me with all relevant documentation related to this case, particularly:

• The communication with the casino regarding the verification process and the alternative document you submitted.
• The communication in which you were informed that your winnings of €1,395.89 had been confiscated, including any explanation provided by the casino.
• If possible, a copy of the Revolut statement you submitted for verification.

You may attach the documents directly to this complaint thread or send them to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear qepurasg,

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,
Karla
Casino.Guru