Realz Casino - プレイヤーの出金処理が遅延しています。

I deposited €50 on December 29, 2025, and after using the first deposit bonus, I had a balance of €3400.

So far, the casino has paid out €350 after the initial KYC verification. The KYC process was extremely cumbersome and often took 1.5 weeks to receive a rejection.

After that, I tried to withdraw €500 each day from March 5th, 6th and 7th, 2026 (daily limit), but so far without success or feedback from the casino.

On March 13th, I then saw by chance that a second KYC was requested for my wallet and deposit.

On March 16th, this had been processed and no further KYC was pending.

Since then there have been no payouts or feedback; the chat only contains standard answers. Money will come soon.

Ich habe am 29.12.2025 50€ eingezahlt und hatte nach dem umsetzen des ersteinzahlerbonuses 3400€ Balance.

Bisher hat das Casino 350€ nach der ersten KYC ausgezahlt. Die KYC war extrem umständlich und hat oft 1,5 Wochen gedauert um eine Absage zu erhalten

Danach habe ich ab 05ten, 06ten und 7ten März 2026 jeweils 500€ auszahlen wollen (Tageslimit) jedoch bisher ohne Erfolg oder Rückmeldung vom Casino.

Am 13ten März habe ich dann durch Zufall gesehen, dass eine Zweite KYC für meine Wallet und Einzahlung gewünscht wurde.

Am 16ten März war diese verarbeitet keine weitere KYC war offen.

Seitdem gab es weder Auszahlungen noch Rückmeldung, im Chat nur Standard Antworten Geld kommt bald.

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 sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you let us know how long did your last successful withdrawal took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

The last successful and only payout of €350 lasted from February 14, 2026 to March 6, 2026.

Yes, I have always chosen to pay with Litecoin, both deposits and withdrawals. KYC verification for the deposit was completed.

The profits were made using the welcome bonus.

best regards

Die letzte erfolgreiche und einzige Auszahlung von 350€ hat vom 14.02.2026 bis 06.03.2026 gedauert.

Ja ich habe immer Zahlungen mit Litecoin gewählt, Einzahlung wie Auszahlung. KYC über die Einzahlung wurde durchgeführt.

Die Gewinne wurden mit dem willkommensbonus erzielt.

beste Grüße

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I replied to them by email.

Ich habe ihnen per Email geantwortet

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello OnlyLetters, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Realz Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is requiring second KYC? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

The second KYC for the crypto payment and wallet was completed on March 16th, but no further payments have been received.

Die 2te KYC für die crypto Zahlung und wallet ist seit dem 16ten März erledigt, trotzdem kamen keine weiteren Zahlungen.

Dear OnlyLetters,

Thank you for bringing this to our attention.

We would like to reassure you that we are currently looking into your case. We have requested a detailed update from our relevant department regarding the status of your account verification and your pending withdrawals to provide you with the most accurate information.

Please be assured that we are closely following up on this matter to ensure everything is being processed accordingly. We will provide you with an update here as soon as we receive further information from the specialized team.

Thank you for your continued patience and cooperation.

Best regards,

Realz Casino Team

Dear OnlyLetters,

We would kindly like to inform you that all previously pending withdrawal requests were successfully processed yesterday, totaling 1,500 EUR.

Regarding the two current requests visible on the account, these were submitted after the previous batch was cleared, and our team is already working on processing them.

We appreciate your continued patience while we finalize these remaining transactions.

Best regards,

Realz Casino Team

Thnk you very much for the update, Realz Casino, much appreciated. Please, let us know once the last requests are processed, so we can close the complaint. Thank you.

While waiting for the money to be transfered, dear OnlyLetters, can you please confirm if the above mentioned two withdrawals are the last ones required, if all the withdrawals together will make 3,050 EUR as indicated in disputed amount by yourself, and whether it would mean the complaint is resolved to your satisfaction? Thank you very much.

Hello Matej, I can confirm receipt of the 3 x €500 = €1500.

The daily limit in this casino is €500 and you can have 3 open requests at the same time.

Therefore, I have again commissioned €500 each day for the last 3 days, totaling €1500.

Furthermore, there is still €50 in my casino account, as I can only request this from tomorrow at the earliest, once one of the last 3 withdrawals has been processed.

Hallo Matej, ich kann den Eingang der 3x500€ = 1500€ bestätigen.

Das Tageslimit in diesem Casino sind 500€ und man kann gleichzeitig 3 offene Anfragen haben.

Deshalb habe ich die letzten 3 Tage wieder jeweils 500€ =1500€ beauftragt.

Außerdem sind noch 50€ auf meinem Casino Konto, da ich diese erst frühestens ab Morgen beantragen kann, wenn eine der letzten 3 Abhebungen bearbeitet wurde.

That is some grat news, OnlyLetters, thank yo ufor the update. Please, let me know once you have all the money withdrawn and whether you are satisfied with the outcome. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear OnlyLetters,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej