EGB Casino - プレイヤーの撤退が遅れています。

I made my first deposit of $49.99 on egb.com on 02/11/2025 and placed about two bets and won $177.46. I later tried to place a withdrawal for the full amount, the transaction was cancelled and i was asked to send my documents for verification which i submitted promptly, I was later asked to complete some wagering conditions which i did by playing caino games. After informing thwm that i have submitted my documents and completed the wagering requirements i have not heard from them since, i has been about 2 days now and no response, i submitted the identity documents on 03/11/2025 and further documents about the deposit i made on 05/11/2025. Attached is my initial bet i won, my conversation with egb and the documents i sent.

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.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

1. I have submitted my identity docuemnt(passport), my address document(bank statement), further verification douments such as my ewallet profile(binance) , my ewallet deposit transaction details and a picture of myself holding my identity documents and a note with a message they requested. 05/11/2025 at 10:13am GMT
2. YES
3. last they requested was the ewallet and picture with identity document.
4. Yes the identity documents i resubmitted on the 03/11/25 and have not received any message from their team regarding the submitted identity documents.

Thank you for your response.

Please forward me all communication between you and the casino regarding the verification of your account to veronika.f@casino.guru. Kindly include the documents you submitted for verification that have not yet been reviewed or approved by the casino’s relevant department.

I appreciate your patience and cooperation.

I have sent them

I submitted the documents requested to your email days ago but I have not received any reply from your team.

Dear mmlouis,

Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 1000 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite EGB Casino representative to join this conversation.

Dear EGB Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello.

We waiting an answer from user via email.

I have sent the response

They are asking for a video call to verify my account this is very roundabout and fishy when it is only my first time withdrawing this is the only casino I have seen do this

Dear player,

Thank you for the update.

Please note that some casinos may request a video-call verification as part of their security and identity-protection procedures, especially during a first withdrawal. This can be considered a legitimate step as long as it is handled through official channels and does not involve access to your device or accounts.

We will now request clarification from the casino regarding this requirement. Thank you for your cooperation.

Dear EGB Casino,

Thank you for your response.

The player has informed us that a video-call verification was requested. If there is a specific reason why this method is necessary in this case, please provide an explanation.

You may also send any details directly to barbora.p@casino.guru.

Thank you in advance.

Send you all detials via email.

Thank you for your update.

I confirm that I have received your email and have already replied to it.

Hello,

I had the zoom meeting with a representative of egg security team on 27/11/2025. I was told I would receive an email from them but till now I still have not received any response.

Thank you for the update.

I would like to confirm whether you have received any communication from the casino since completing the Zoom verification on 27/11/2025. If you still haven’t received any response, please let me know so that I can follow up with the casino once again.

Thank you for your cooperation.

I have not received any response from EGB.

Thank you for confirming. I’ve already contacted the casino via email regarding your verification status and will update you as soon as I receive a response.

I have received a message where they claim they are processing a $55.49 withdrawal to my account meaning they have stolen $113 because my balance was $168 at the time of filing a complaint and they are claiming I have engaged in illegal activity when I have not please do something about this.

Hello.

We've sent you an email with all the information regarding your case.

The decision has been made to close your account and return your deposit.

I lost some bets too are you going to return that money as well or it is only fitting you return the money that won bets.

Dear EGB Casino,

Thank you for your update.

The player has informed me that they received your email, however I have not received any information regarding the final decision on my side. To continue with the complaint, I kindly ask you to forward the details to barbora.p@casino.guru as well.

Thank you for your cooperation.

Dear mmlouis,

We would like to inform you that your recent activity on EGB has been found to involve Prohibited Practices, as outlined in Section 11 of the Terms and Conditions.

Following an internal investigation, it has been established that your actions constituted a serious violation of our platform’s fair use policy. In accordance with our Terms and Condition, your account has been permanently suspended.

Please note that only the amount of your initial deposit $55.49 will be refunded to the payment details provided:

All Сrypto (USDTB) 0******6

The remaining balance has been frozen pending further review, in line with our security and compliance protocols.

Best regards

what recent activity I only made two deposits on the same day and placed 2/3 bets and requested a withdrawls so explain to me what prohibited practices I indulged in.

Dear EGB Casino,

To continue with the complaint process, I kindly ask you to forward the full details of your investigation, including all evidence, explanations, and reasoning for the account closure and partial refund, directly to my email at barbora.p@casino.guru.

Thank you for your cooperation.

We can't provide any personal information or details about investigation.

We conducted an investigation, found violations, the account was closed and the deposit will be returned.

Dear EGB Casino,

Thank you for your response.

However, I must kindly remind you that in order for Casino Guru to properly evaluate your decision and complete the complaint process, we require supporting evidence regarding the alleged violation. This may include non-sensitive information, activity logs, or a general explanation clarifying which prohibited practices were identified.

Please note that if no evidence is provided, we will have to close the complaint as Unresolved due to insufficient cooperation, which may negatively affect the casino’s rating on Casino Guru.

You may send any redacted or general information to barbora.p@casino.guru.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello.

As I said above, we can't provide any private information regarding any verifications/other cases.

We cannot disclose this information; it is directly related to third parties, and we are not permitted to disclose it, according to our privacy policy.

Disclosure of this information may result in the revocation of our license, so we cannot provide it.

Dear all,

Thank you for your cooperation throughout this complaint.

As the casino has repeatedly declined to provide any supporting evidence or a sufficient explanation regarding the alleged violation of the Terms and Conditions, despite multiple requests, we are unable to properly evaluate the justification for the account closure and confiscation of funds.

Since no verifiable evidence has been submitted to support the casino’s decision, this complaint will be closed as Unresolved due to insufficient evidence and lack of cooperation from the casino.

This outcome will be reflected accordingly in the casino’s public record on Casino Guru.