Casea Casino - El reintegro del jugador se ha retrasado.

Hello,

I would like to file a complaint regarding an issue with my account at Casea Casino.

I deposited, played, and completed all wagering requirements associated with my bonus. The bonus was successfully released and my balance was converted into real money.

After that, I requested withdrawals, but they are currently blocked with the message "withdrawals are restricted by the provider."

I contacted support and they asked for a screenshot, which I provided, but I have not yet received a clear explanation of why my withdrawals are blocked or what is required to resolve the issue.

At the moment, I still have funds in my account, but I am unable to withdraw them.

I am willing to provide any verification documents if needed, but I would like clarification on the reason for this restriction and assistance in resolving the issue.

Thank you.

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 nickjoey,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Yes, my problem is that I get this message when making withdrawals and it doesn't let me make any, this is not normal. Also, the amount is now 6800 euros and the account inside says that it doesn't want verification.

Ναι το προβλημα μου ειναι οτι μου βγαζει αυτο το μυνημα στις αναληψεις και δεν με αφηνει να πραγματοποιησω καμια , δεν ειναι κατι νορμαλ αυτο . Επισης το ποσο ειναι πλεον 6800ευρω και ο λογαριασμος μεσα γραφει οτι δεν θελει επαληθευση

Good afternoon, I spoke with their support and they told me that my account will need verification, I'm waiting for them to send me what documents they need, the amount is 7000 euros, I'm also attaching a screenshot.

Καλησπερα μιλησα με το support τους και μου ειπαν οτι θα χρειαστει επαληθευση τελικα ο λογαριασμος μου , περιμενω να μου στειλουν τι εγγραφα χρειαζονται , το ποσο ειναι στα 7000ευρω,παραθετω και screenshot

Hello,

Thank you for your response.

I understand that withdrawals may take some time, however in my case the issue is not just a delay.

My withdrawals are completely blocked with a message saying that they are restricted by the provider, and I am currently unable to even submit a withdrawal request.

Also, I have not yet received any clear instructions or request for verification documents from the casino.

Therefore, I would appreciate it if you could proceed with contacting the casino, as this appears to be more than a normal withdrawal delay.

Thank you.

Hello,

I would like to provide an update regarding my case.

The issue is still ongoing, and my withdrawals remain blocked with the same restriction message. I am still unable to submit a withdrawal request.

I am attaching a screenshot showing the current status of my account and the restriction.

Also, my balance has increased since my initial report, however the problem remains exactly the same.

I have not received any clear instructions or request for verification from the casino so far.

I would appreciate your assistance in contacting the casino and helping to resolve this issue.

Thank you.

Hello,

I would like to provide another update regarding my case.

Unfortunately, I have still not received any response from the casino, despite sending multiple emails and waiting for several days.

The issue remains unresolved, as my withdrawals are still completely blocked and I am unable to submit any withdrawal request.

At this point, the lack of communication is very concerning, and I would appreciate your assistance in contacting the casino directly, as this situation is not improving.

Thank you.

Hello,

I would like to provide another update.

The casino keeps sending me the same response repeatedly, stating that my case is under review, but there has been no progress at all.

I have not received any specific explanation, no request for verification documents, and my withdrawals are still completely blocked.

This situation has now been ongoing for several days without any real update.

I am attaching a screenshot of the repeated response I received.

At this point, I would kindly ask you to step in and contact the casino directly, as I am not getting any meaningful response from their support.

Thank you.

"Update on my case: Even though the casino has not officially requested specific documents through their platform, I have taken the initiative to send a complete verification package to their support email (support@casea.com) today.

I have provided them with my ID, my official bank statement (March 2026), a utility bill for address confirmation, and my card photos. I have done everything possible from my side to prove my identity and I expect my 8,900€ withdrawal to be processed immediately without further delays."

"Update on my complaint: Following my direct email to the support team, I received a response from 'Anh' at Casea.com. In the email, they apologized for the delay and stated that my request is now a 'top priority' and that they are working to expedite the process.

While this is a positive step, I am still waiting for the final confirmation of my verification and the approval of my 8,900€ withdrawal. I will keep this thread updated until the funds are safely in my bank account. Thank you for the ongoing support."

"Update on my complaint: I would like to inform you that my current balance is now 10,850.98€. I have stopped playing entirely to ensure the funds remain intact for withdrawal.

Despite the email I received from support promising 'top priority' because it is Monday, I have still not received any confirmation that my account is verified or that my withdrawal is being processed. I am providing this update so the total disputed amount is correctly recorded. I am still waiting for the casino to take action."

The casino finaliy opened the verification fields and my documents are now 'Under Review'. I am waiting for an immediate approval so I can proceed with my 10,850€

withdrawal

"I am providing an update on my case.

My balance is currently €14,000 (Real Balance).

Regarding the verification, the page has changed status and although it says 'Verification required', there is no option to upload new documents. This indicates that my previous files are likely under final review.

I am attaching the necessary screenshots to prove the balance and my account details. I expect the casino to finalize the process immediately so I can proceed with my withdrawals."

Subject: Complaint regarding KYC delays and lost winnings - Casea Casino

"I am writing to share my experience with Casea Casino and seek your assistance.

Recently, I had a balance of €14,000 and requested a withdrawal. I submitted all the required KYC documents immediately to complete the process. However, the casino kept the verification pending for days without any clear explanation.

Unfortunately, the frustration and the psychological pressure caused by this long delay led me to continue playing, and I eventually lost the entire balance.

I understand that I am responsible for my gameplay, but I feel it is very unfair for a casino to accept deposits in seconds and then stall a significant withdrawal for days. If the KYC had been processed in a reasonable timeframe, this would not have happened.

I want to bring this to your attention because I believe that using verification delays as a way to keep a player's winnings in the account is not a fair practice. I hope my experience serves as a warning to others about how this casino handles large withdrawals."

Dear nickjoey,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately, the withdrawal was never received. Due to the excessive verification delays (stall tactics) by the casino, the psychological pressure led me to play back and lose the entire balance. The casino's failure to verify me in a reasonable time is the reason for this outcome."

Dear nickjoey, thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Karla