But if you have to verify the payment method, it would seem to me that you are not yet verified. Sometimes the casino also asks for additional verification, so if it's not all right, you won't get the money. 

So did you send them the document or what email are you waiting for now?

Same happened to me. I specifically requested casino to never ever open my account even if requested by me. Then after a month or so I requested to reopen my account and it was reopened. Lost nearly 2000 EUR.

This is extremely unfair and disgusting behaviour by the casino. It should be banned and not promoted on CasinoGuru.

I'm waiting for the email from KYC.

Well, there is a little bit of a word game there, whether the player asked for a closed account or self-exclusion, that makes a big difference for us. 

Of course it is also very important how he did it and how you asked for it. If the player has a gambling problem, it is always necessary to mention it and the casino should act without any question to open the account again. 

It is also important if the player has made a real effort to tell the casino and has used various channels such as live chat, support, email, etc if they are not responding or try to ingnore it. 

So how was it for you? These cases are hard to generalize because even one small thing can make a big difference. 

That's why I always ask to know if it would be possible to help or not.

So you are not yet verified or the additional verification is not completed. 

If this case is dragging on for 14 days, we will try to help. If they don't answer you, please also let me know and we can try to assist you.

Personally I strongly DISCOURAGE this site, why? Because in addition to having a thousand problems!!! It seems a bit like a scam site!!! Apart from the fact that I tried to turn in a 100 euro win to the bank, I couldn't do it, I was for 2/3 weeks without knowing where those 100 euros had ended up, the assistance was more of a mess because to check they asked me for a thousand data, when I managed to get them back they returned to the game account and I had to play them again obviously losing them, a simple operation, it took a month and it didn't go well, well.... Until

yesterday I had 90 euros in my game account, today I open it and I find 40, why??? In fact a bonus disappeared, why?

play 20 cents at a time and lose 50 euros without receiving a bonus, in fact the game seems to be taking the piss out of you, not recommended

put together, mix and it turns out to be an experience not to be recommended

I totally agree with you, RTP in this casino is just weird. I think I got some evidence that casino games are manipulated. I will submit a complaint and we will see how it goes.

I wonder if they found out that you didn't meet the wagering requirements and that is why they returned the money to your account and asked you to finish it first. ??

Did you receive any explanation about this?

Also, have you checked if the bonus hasn't expired by any chance?

In this way it would be the reason why your money from the bonus was not there, you know.

Please provide some more details regarding all this, and maybe our complaint team could check it out by contacting the casino, if you wish.