I didn't have any KYC verification, I was told that the amount was paid out.

What amount is involved in your case?

700

In my case it is about 3000€

Did KYC approve the documents?

I didn't have to submit any documents

This can't be. If your account is not verified, they won't pay anything.

I didn't receive an email about KYC, and my withdrawal function was blocked for 14 days. After the casino representative here on Casino Guru responded to my complaint, I saw that my withdrawal function was available again. I've made three withdrawals. I can understand two withdrawals of €1,000 each, but the third withdrawal isn't listed anywhere in the history, with no time or any history at all. Support responded that this €1,000 withdrawal had been paid out. I've already waited 48 hours and don't see any money in my bank account. Support now says it's being thoroughly investigated.

I've been fighting for three withdrawals of €1,000 each since May 27, 2025. According to support, one withdrawal was supposedly transferred on June 16, but there's no receipt, no transaction number, and no entry in the withdrawal history. The money hasn't arrived in my bank account to date.

Two more payouts have been visible in the history for days, but with the status "processing" – with no progress or feedback.

At one point, my withdrawal function was blocked for over two weeks due to a so-called "fairness review." This was never officially confirmed or explained. Only after I made the case public on Casino Guru was the function suddenly enabled again – without any explanation.

Support only provides evasive answers, no evidence, no clarity, no solution. Everything is dragged out, and transparency is completely lacking.

I have now secured all evidence

Hello, I apologize, but I believe this thread will provide you with a clear understanding of your options. I can discuss the events with you but I can't help you by any means ??. No one can; the casino has decided this is the way they approach players.

The complaint will tell us more eventually. I wish I could do something more.

From my understanding of the current situation, the casino and others in the group typically do not initiate the KYC process promptly; instead, a thorough investigation, often referred to as the game provider's investigation, follows, leading to yet another delay. ??

I’m honestly deeply disappointed and sad.

I have deposited hundreds of euros and cryptocurrencies into my account, trusting this platform to handle my funds responsibly.

But now, after 22 days, I am still waiting for my withdrawal – and all I receive are excuses, vague replies, and no results.

One withdrawal of €1,000 was allegedly "processed" on June 16, but there is no transaction ID, no confirmation, and the money never reached my bank account.

Two more withdrawals are still shown as "pending" for days with no progress.

Every time I ask support where my withdrawal is, I'm disconnected from live chat. This is not only unprofessional, but also extremely suspicious. A reputable casino doesn't treat its players this way. I feel ignored and cheated.

Dear Casino Guru Team,

I'm truly surprised and disappointed that this casino has such a high security rating with you. There are numerous players—myself included—who are very dissatisfied with the casino's behavior.

Payouts are delayed or not processed at all, support requests go unanswered, and basic transparency – such as receipts or payout history – is often lacking.

I therefore ask you to critically examine this casino's rating and consider whether the current security rating is still justified. In my opinion, it does not reflect the actual situation of many players.

Thank you for your attention and your work in the interest of player protection.

They did same with me just now ....said henceforth they will respond via email & blocked my chat option. Its scam casino.

I don't understand the high security index, I have already filed a complaint with GamingControl Board (GCB) along with all screenshots.

I would be too and as you can see in this thread, or even in the other ones, this is just how those casinos aim to act.

It would be beneficial if we could obtain concrete proof that all those procedures form a part of a "plan." As I was trying to explain, Safety Indexes rely on proven facts; however, we still find ourselves categorized under a negative user experience because the casino keeps paying. However, I and my colleagues are aware of the aspects surrounding many of those cases. The point is to get a reasonable statement from the casino or eventually reconsider the Safety Index. Sadly, such things take a lot of time, and I empathize with all the players who feel something has been wrong.

I have not been paid my $1000 withdrawal for about 2 months. Like everyone else, it started with a game provider check, KYC verification, and then it was all dragged out and now I'm a Japanese player and they're asking me to submit a bank statement in English, which is crazy...

It's a scam casino run by a group of crazy people.

I have already filed complaints with CGA and am trying to get my money back through debt collection. Apart from that, I would like to ask you to honestly publish a review on Trustpilot.

€1000 was simply deducted from my player account without any follow-up. Support assured me on June 16th that the money would arrive within 48 hours, but I have not received anything to date.