Thank you for keeping us up to date. I can also see it is now the casinos' turn to join in the complaint and explain the matter clearly.
I hope for a fast response because it has been quite some time for you to be dragged into such unfavorable events.
Dear Radka,
Dear CasinoGuru Team,
I would like to provide a brief update and clarification regarding the current situation.
This is now the 7th round of KYC-related verification requested by the casino in relation to the same withdrawal. The withdrawal has been pending for 43 days as of today.
Each verification step on the casino’s side has taken between 4 and 9 days, despite all requested documents being submitted by me promptly.
Importantly, Martin* has already reviewed the December bank statement in original PDF format, which the casino is currently requesting again, and confirmed that there are no issues preventing its use for verification purposes.
At this point, the repeated requests for the same documentation, combined with long internal review times, appear disproportionate and are causing further delay without clear justification.
I am mad, am tired, but I am fully cooperative and remain available for any clarification, however I kindly ask for your guidance on how to proceed, as all requested documents have already been provided multiple times.
Kind regards
Hello.
I can't even imagine how demanding such a situation must be for you. Just to be clear, I did not review the bank statement; the mediator did. I see the casino representative has somehow responded to Martin's question, but I can't see the details.
Hopefully it will end soon.
The casino responded today by quoting general T&C clauses without addressing the concrete issues raised (7 KYC rounds, repeated document rejections, mediator-reviewed December PDF). The verification remains unresolved after 44 days.
I spot that this is a copy of a post from the complaint thread and both you and Martin have progressed further, so I'll leave that, since it is outdated, I reckon.
Update:
The casino has now initiated a 7th KYC round, requesting additional data related to BLIK transactions and a second bank account, despite multiple bank statements already being provided and reviewed.
The withdrawal was requested on 20 December 2025 and remains unpaid as of today (over 45 days).
All requests are being fulfilled; however, verification requirements continue to be expanded instead of concluded. I am awaiting the casino’s response following the ADR deadline.
Just an hour or so ago, Martin specifically asked the casino representative to explain the following:
"What is the reason for further verification requests? Are there any concrete issues which need to be addressed?"
Update for other players:
As of today, 53 calendar days have passed since I requested my withdrawal on 20 December 2025, and I still have not received the funds.
During this time, I have undergone seven separate KYC verification rounds, providing all requested documents promptly each time.
The case is currently under mediation, but the withdrawal remains unpaid.
I am sharing this purely as factual information for transparency.
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