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I won a bet of around €17,000 with around €20 they started paying me with cryptocurrencies quickly now it's been 2 weeks since I asked for a small withdrawal of €350 but nothing!!

I'm afraid I won't get any more money from them if they make up excuses

ho vinto una schedina di circa 17000€ con circa 20€ hanno iniziato a pagarmi con criptovalute in maniera veloce ora sono 2 settimane che ho chiesto un piccolo prelievo di 350€ ma nulla!!

ho paura di non ricevere più soldi da loro inventandosi delle scuse

Important notice:

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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 Tomax26,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please specify how many days ago was your withdrawal requested?
• Was your account, including the payment method, successfully verified?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you.

Thank you in advance.

Best regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

"Dear Casino Guru Team,

Thank you for your feedback. I'd like to clarify one key point: my dispute does not concern the outcome or settlement of a sports bet. The bet has already been declared a winner, and the balance (€16,650) has been properly credited to my gaming account.

The issue is solely related to the withdrawal. As of today, 16 days have passed, and the request is still pending verification.

Since this is a financial issue involving a failure to meet the payment deadlines stated on the site (and not a dispute regarding a sporting event), I kindly ask you to proceed with mediation. My account is fully verified, and I have followed all the required procedures.

I look forward to your help in unblocking this situation.

Best regards."

"Gentile Team di Casino Guru,

vi ringrazio per il riscontro. Vorrei chiarire un punto fondamentale: la mia disputa non riguarda l'esito o il calcolo di una scommessa sportiva. La scommessa è già stata refertata come vincente e il saldo (16.650 €) è regolarmente accreditato sul mio conto gioco.

Il problema è esclusivamente relativo al prelievo (withdrawal). Ad oggi sono passati 16 giorni e la richiesta è ancora ferma in 'Verifica'.

Poiché si tratta di un problema di natura finanziaria e di mancato rispetto delle tempistiche di pagamento dichiarate dal sito (e non di una contestazione su un evento sportivo), vi chiedo cortesemente di procedere con la mediazione. Il mio account è pienamente verificato e ho seguito tutte le procedure richieste.

Resto in attesa di un vostro aiuto per sbloccare questa situazione.

Cordiali saluti."

Dear Tomax26, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Have you passed the KYC verification in this casino?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Thank you for your support. Here are detailed answers to your questions to clarify my situation with Realz Casino:

• Previous Withdrawals: Yes, I have made small withdrawals in the past that were processed successfully in about 2-3 days. This proves that my payment method and account have already been verified and accepted by the casino.

• KYC Verification: Yes, my KYC verification has been successfully completed and my account is fully active and in good standing.

• Bonus Information: The total winnings are from a multiple bet on sporting events. As you can see from the attached betting slip, a boost was applied to the odds, but the funds have already been converted and credited to my Real Balance. There are no active wagering requirements (rollover); the casino has already officially validated the winnings in my balance.

• Casino Communications: I've contacted support numerous times via chat and email. They keep giving the same generic excuse: "high request volume." However, my withdrawal has been blocked since March 1st (over 20 days), which violates their own terms of service.

I sent all sensitive screenshots (slip, balance, and payment proof) exclusively via email to Attila's address."

La ringrazio per il supporto. Ecco le risposte dettagliate alle sue domande per fare chiarezza sulla mia situazione con Realz Casino:

• Prelievi precedenti: Sì, ho già effettuato piccoli prelievi in passato che sono stati elaborati correttamente in circa 2-3 giorni. Questo dimostra che il mio metodo di pagamento e il mio account sono già stati verificati e accettati dal casinò in precedenza.

• Verifica KYC: Sì, la mia verifica KYC è stata completata con successo e il mio account risulta pienamente attivo e in regola.

• Informazioni sul Bonus: La vincita totale deriva da una scommessa multipla su eventi sportivi. Come si vede dalla schedina che allego, è stata applicata una maggiorazione sulla quota (boost), ma i fondi sono stati già convertiti e accreditati nel mio Saldo Reale. Non ci sono requisiti di scommessa (rollover) attivi; il casinò ha già ufficialmente convalidato la vincita nel mio saldo.

• Comunicazioni con il casinò: Ho contattato l'assistenza molte volte via chat e via email. Continuano a dare la stessa scusa generica: "alto volume di richieste". Tuttavia, il mio prelievo è fermo dal 1° marzo (oltre 20 giorni), il che viola i loro stessi termini di servizio.

ho inviato tutti gli screenshot sensibili (schedina, saldo e prove di pagamento) esclusivamente via email all'indirizzo di Attila."

Dear Tomax26, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· 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?

· Could you please update us on the current status of your withdrawal request? Is it still marked as pending in your casino account?

Thank you once again for your patience and cooperation

Best regards,

Attila

Dear Attila, here are the precise answers:

• Last withdrawal processing time: The last completed withdrawal of €600 was requested on February 24th and paid out on March 1st (5 days waiting time). A previous withdrawal had been completed in just 2 days (confirmed on February 25th).

• Payment method chosen: I chose TRX (Cryptocurrency). It's the same method I've already used successfully for withdrawals in late February/early March. I made deposits with Mastercard and also received a withdrawal to my card on February 22nd. I switched to TRX because the site supports it and I find it more convenient and faster.

• Current status: The current €350 request from March 1st is still in the "Processing" status. Exactly 30 days have passed.

My total balance is €16,650. The casino stopped processing payments as soon as the amount became large, even though TRX had already been verified and used for previous payments.

Gentile Attila, ecco le risposte precise:

• Tempo di elaborazione dell'ultimo prelievo: L'ultimo prelievo completato di 600€ è stato richiesto il 24 febbraio e pagato il 1° marzo (5 giorni di attesa). Un prelievo precedente era stato invece completato in soli 2 giorni (conferma il 25 febbraio).

• Metodo di pagamento scelto: Ho scelto TRX (Criptovaluta). È lo stesso metodo già utilizzato con successo per i prelievi di fine febbraio/inizio marzo. Ho effettuato i depositi con Mastercard e ricevuto anche un prelievo su carta il 22 febbraio. Sono passato ai TRX perché il metodo è supportato dal sito e lo trovo più comodo e veloce.

• Stato attuale: La richiesta attuale da 350€ del 1° marzo risulta ancora in stato "Elaborazione". Sono passati 30 giorni esatti.

Il mio saldo totale è di 16.650€. Il casinò ha smesso di elaborare i pagamenti non appena la cifra è diventata importante, nonostante il metodo TRX sia già stato verificato e usato per i pagamenti precedenti.

Dear Tomax26,

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, Stefan (stefan.m@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

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello Tomax26,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Tomax26,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Realz Casino to join this conversation and assist in addressing the complaint.

Dear Realz Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Realz Casino

Hi Stefan, I'm updating you because today I received a new verification request from the casino and I immediately uploaded all the necessary documents through their official system. Specifically, I sent:

• Identity Document: Photo of the front and back of my document for identity verification.

• Official Bank Statement (PDF): A bank document in my name that officially confirms my current residential address.

• Payment card photo (front and back): Photo of the card used for deposits, with the central digits and CVV obscured as per protocol.

• Biometric Verification: I have successfully completed the required facial recognition (selfie) in real time.

All documents have been uploaded and are now awaiting approval.

Ciao Stefan, ti aggiorno perché oggi ho ricevuto una nuova richiesta di verifica dal casinò e ho provveduto immediatamente a caricare tutto il materiale necessario tramite il loro sistema ufficiale. Nello specifico ho inviato:

• Documento d'Identità: Foto fronte e retro del mio documento per la verifica dell'identità.

• Estratto Conto Bancario ufficiale (PDF): Un documento bancario a mio nome che conferma ufficialmente il mio attuale indirizzo di residenza.

• Foto della carta di pagamento (fronte e retro): Foto della carta utilizzata per i depositi, con le cifre centrali e il CVV oscurati come da protocollo.

• Verifica Biometrica: Ho completato correttamente il riconoscimento facciale (selfie) richiesto in tempo reale.

Tutti i documenti sono stati caricati e sono ora in attesa di approvazione.

Dear Realz Casino,

Could you please provide us with an update on the situation? Has the player passed the KYC?

I look forward to your response.

Hi Stefan,

I'm writing to update you because the casino rejected the statement I previously sent.

To solve the problem once and for all, I just uploaded my official Certificate of Residence, downloaded from the Ministry of the Interior's national portal (ANPR), to their website.

This is a government document that formally certifies my address and features a QR code for instant verification of its authenticity. In Italy, this is the most authoritative document for proving your residency.

Ciao Stefan,

ti scrivo per aggiornarti perché il casinò ha rifiutato l'estratto conto che avevo inviato in precedenza.

Per risolvere il problema definitivamente, ho appena caricato sul loro sito il mio Certificato di Residenza ufficiale scaricato dal portale nazionale del Ministero dell'Interno (ANPR).

Si tratta di un documento governativo che certifica formalmente il mio indirizzo ed è dotato di un QR Code per la verifica immediata dell'autenticità. In Italia questo è il documento più autorevole in assoluto per provare la propria residenza.

"Hi Stefan,

I'll update you on the situation. I received a notification from the casino and an initial deposit of €350.

However, the total amount I owe is €16,650. Therefore, I kindly ask you to keep my claim open until I receive the full remaining amount.

I want to make sure the casino is processing all payments and not stopping at this small portion. I'll keep you updated as soon as I receive the next installments.

Thank you so much for your constant support."

"Ciao Stefan,

ti aggiorno sulla situazione. Ho ricevuto una notifica dal casinò e un primo accredito di 350 euro.

Tuttavia, il totale che devo riscuotere è di 16.650 euro. Per questo motivo, ti chiedo gentilmente di mantenere aperto il mio reclamo fino a quando non avrò ricevuto l'intero importo rimanente.

Voglio assicurarmi che il casinò proceda con tutti i pagamenti e non si fermi a questa piccola parte. Ti terrò aggiornato non appena riceverò le prossime tranche.

Grazie mille per il tuo supporto costante."

Dear all,

Thank you for contacting us.

We kindly advice you that your account is verified.

Kind regards,

Realz Casino

Dear Tomax26,

Thank you for your response and for the information provided.

Could you please confirm whether you have submitted all the required documentation to the casino for the verification process?

I look forward to your response.

Hi Stefan, I can confirm that I've submitted all the official documentation (including the residence certificate from the Ministry of the Interior) and the verification seems to have finally been approved.

In fact, after the first payment of €350, I just received another withdrawal of €500. Following this, I immediately made another withdrawal request for another €500.

The casino is processing small payments. Please keep the complaint open until I've cleared the full amount. I'll keep you updated on any future credits. Thank you.

Ciao Stefan, ti confermo che ho inviato tutta la documentazione ufficiale (incluso il certificato di residenza del Ministero dell'Interno) e la verifica sembra essere stata finalmente accettata.

Infatti, dopo il primo pagamento da 350 euro, ho appena ricevuto un altro prelievo di 500 euro. A seguito di questo, ho subito effettuato un'altra richiesta di prelievo per ulteriori 500 euro.

Il casinò sta procedendo con pagamenti di piccoli importi, ti chiedo di mantenere il reclamo aperto finché non avrò incassato l'intera somma. Ti terrò aggiornato su ogni prossimo accredito. Grazie."

Dear Tomax26,

Thank you for your response and for confirming the withdrawals.

We would like to kindly ask whether we may close the complaint as resolved for the time being. The casino appears to be processing the payments, and at this stage, there is no indication that they will not continue to do so. As the total amount is relatively large, it may take some time to complete all withdrawals.

Please note that if any issues arise, you will always have the option to request that the complaint be reopened, and we will intervene at our earliest convenience.

I look forward to your response.

I could ask you to leave it open for a few more weeks or at least until I have withdrawn a good part of the winnings

potrei chiederti di lasciarlo aperto ancora per qualche settimana o almeno fino a quando non avrò prelevato buona parte della vincita

Dear Tomax26,

Could you please provide us with an update on the situation? Specifically, we would like to know how much you have withdrawn so far and what amount remains to be withdrawn.

I look forward to your response.

So far, everything's going well! I'm able to withdraw 500 euros at a time. I still have 13,650 euros to go.

Per ora sta procedendo tutto bene! Riesco a prelevare 500 euro alla volta. Mancano 13.650 ancora

Dear Tomax26,

It appears that the casino is processing and paying the winnings accordingly. Under these circumstances, we would like to ask whether we may close the complaint as resolved for now.

Please note that if any further issues arise in the future, you will always have the option to request that the complaint be reopened, and we will gladly assist you again.

I hope we can come to a mutual agreement on this matter.

I look forward to your response.

Dear Tomax26,

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.

Hi Stefan, sorry for the delay. Anyway, we could close the case with the possibility of reopening the complaint if further problems arise. Thank you again for all the support you've given me.

ciao stefan scusami se non ho risposto. Comunque ok potremmo chiudere il caso con la possibilità di una riapertura del reclamo in caso di ulteriori problemi . Ti ringrazio ancora per tutto il supporto a me dato

Dear Tomax26,

We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru