Realz Casino - 本人確認の問題により、プレイヤーの出金が遅延しています。

I tried to withdraw for the first time on 7.3.2026, the casino did not require account verification. A week later the casino required account verification. I have sent the documents several times. The address information is no longer available, the casino has been checking for a week now, and I have not received any response other than that the accounting department is still checking the address information. Why is such an unreliable casino classified as reliable on your sites?

Yritin nostaa ensimmäisen kerran 7.3.2026, casino ei vaatinut tilin vahvistusta. Viikon päästä kasino vaati tilin vahvistuksen. Olen lähettänyt dokumentit useaan kertaan. Enään osoite tieto puuttuu, casino on nyt viikon verran tarkastellut, enkä ole saanut vastaukseksi muuta kuin että tiliosasto tarkastelee osoite tietoja vielä. Miksi tämmöinen epäluotettava casino on luokiteltu luotettavaksi teidän sivustoilla?

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.

Dear Pakar84,

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

Please understand that KYC (Know Your Customer) is a very important and essential process. During this procedure, the casino ensures that funds are sent to the rightful owner. As casinos cannot physically verify players and their identification documents, this process is necessary to complete verification. All reputable and licensed casinos take KYC seriously, and it may take a few working days to complete.

Regarding our rating on our website, please note that it is influenced by many factors and is updated regularly. We strive to provide only verified and trustworthy casinos; however, occasional issues may arise.

To clairfy your case, could you please provide the following information:

• Which documents have you already submitted, and when did you send the most recent one?
• Have you provided all the required documents in the correct format and as promptly as possible?
• Did you play with bonus money or free spins?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

I have sent my ID, address, bank details, card details. The address is still not confirmed. I sent another certificate on March 18, 2026 and it has not been checked yet. The VIP manager always says that he will send a message to the accounts department. I try to ask about the situation every day. I have €1500 in withdrawal and there is still €6800 in the account. You published that the customer has been waiting for his money for two weeks, after all, it will be three weeks on Saturday.

Olen lähettänyt henkilötodistuksen, osoitetiedot, pankkitiedot, kortintiedot. Osoitetieto on edelleen vahvistamatta. Lähetin toisen todistuksen 18.3.2026 ja sitä ei ole vielä tarkastettu. Vip manageri sanoo aina että lähettää viestiä tiliosastolle. Yritän kysyä tilannetta, joka päivä. Minulla on 1500€ kotiutuksessa ja tilillä on vielä 6800€. Julkaisitte, että asiakas on odotellut kaksiviikkoa rahojaan, siitähän tulee lauantaina jo kolmeviikkoa.

Thank you for your reply and for providing the previous details, Pakar84.

• Could you please advise us on the current status of your withdrawal and verification status? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of them here in this thread.
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi, today my account was confirmed. No more documents are required. The casino deposited €500 into my account. Now we wait for the rest of the money.

Moi, tänään tilini vahvistui. Enään ei vaadita dokumentteja. Casino kotiutti tililleni 500€. Nyt odotellaan loppuja rahoja.

Hi, today I received €800. The casino has started paying, but really slowly.

Moi, tänään sain 800€. Casino on alkanut maksamaan, mutta todella hitaasti.

Dear Pakar84,

Thank you for your reply and for providing the previous details.

• Could you please confirm whether you have received all of your withdrawal requests and if there are any updates regarding your case?
• May I now close your complaint as resolved in our system?

Thank you again for your cooperation.

Dear Pakar84,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru