Casea Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

The casino is still dragging out my account verification, I sent them everything from confirmation of account ownership, to a bank statement where they see the card number written in my name. And they still don't want to cooperate. I'm sending some documents that I sent them.

Kasino stále protahuje ověření mého účtu, zaslal jsem jim vse co šlo od potvrzení o vlastnictni účtu, přes vypis z uctu na kterém vidí číslo karty která je psaná na mé jméno . A stále nechtějí spolupracovat. Zasilam pár dokumentů co jsem poslal jim.

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 negative experience with Casea Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was restricted?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements and reasons to not accept your documents? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello, since last Wednesday I have been waiting for the verification of my player account, I sent the casino all the documents I need, they still can't understand that I am using a virtual payment card, I have not had any active bonuses. The casino keeps repeating that the financial department is handling this.

Dobrý den, od minulé středy cekam na ověření hráčského účtu, zaslal jsem casinu kompletní doklady co jdou, nedokážou stále pochopit ze využívám virtuální platební kartu , zadny bonus jsem neměl aktivní. Kasino neustále opakuje ze tk řeší finanční oddělení.

My opinion is that the casino does not want to release the amount won, the ID is stored in the game I played, and the video of how the win happened is also accessible from my account.

Můj názor je ten , že casino nechce uvolnit vyhranou částku, ve hře kterou jsem hrál je uložené id , je přístupné z mého účtu i video jak výhra proběhla.

New, support is no longer communicating.

Novinka , podpora už nekomunikuje.

Hello, can we please find out some information?? Thank you

Dobrý den, zjišťujeme prosim nějaké info ?? Děkuji

Dear Forest1989,

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, Samuel (samuel.s@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,

Tomas

Dear Forest1989,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casea Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casea Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello, a week ago a lady from the casino contacted me for verification, I opened a plastic payment card at the bank for the casino, I authorized it with them by deposit, but nothing happens. Support almost doesn't respond to my emails anymore.

I set a limit of 800,000 CZK, so I'm waiting to see how they behave, I've already lost 400,000 CZK back to them, I currently have 900,000 CZK in my gaming account, I can forward all the emails to you, more or less it's still being handled by another department, etc. I also sent an extract from the trade register to be sure that I am self-employed and about two invoices, in case they investigate the source of my income

Dobrý den, pred týdnem mě kontaktovala pani z casina kvůli ověření, kvůli casinu jsem si založil v bance plastovou platebni kartu, tu jsem u nich autorizoval vkladem , ale nic se neděje. Podpora už skoro nereaguje na mé maily.

Dal jsem si hranici 800.000 kc , tak cekam jak se zachovají, 400.000 kc uz jsem jim prohrál zpet , aktuálně mam na herním účtu 900.000 kc , mohu Vám přeposlat veškeré e-maily , více méně stále dokola řeší to jiné oddělení atd. Zaslal jsem i pro jistotu vypis z živnostenského rejstříku že jsem osoba samostatně výdělečně činná a asi dvě faktury , kdyby zkoumali zdroj mých příjmů

If Casino Casea starts communicating, it will be a success. 🤣

Jestli Casino Casea začne komunikovat bude to úspěch. 🤣

So I'm down to 800,000 CZK and I'm not playing anymore. No one has heard from the Casino at all.

Tak jsem na částce 800 000 kc a uz nehraju. Z Casina se neozval vůbec nikdo .

Hello Forest1989,

thank you for the update.

I appreciate you letting me know about the current situation. For the time being, I would strongly recommend not continuing to play with the remaining balance, as it could unnecessarily complicate the situation and potentially lead to further losses while this complaint is still being investigated.

I am currently trying to establish contact with the casino through additional communication channels, and I hope they will join the complaint soon. If they continue not to respond, I will inform you about any further options that may be available.

Thank you for your patience and cooperation.

No no, I set a limit and I don't gamble at all, I just looked around for a casino.

https://www.caseacasi.no/

Ne ne , dal jsem si hranici a nehraju vůbec, neco málo jsem si dohledal o casinu

https://www.caseacasi.no/

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.

Hi Samuel, I would like to update my case. I spoke to the live support agent Damon yesterday. He officially confirmed to me that all my documents are uploaded, are currently being processed, and that I have nothing to worry about (I am attaching screenshots from the chat as proof).

The casino has been deliberately dragging out this verification process since June 26. Furthermore, their terms and conditions state a daily withdrawal limit of only CZK 12,500, with approval of one request taking up to 3 days. With my real balance of CZK 800,000, withdrawing the entire amount under these conditions would take more than 6 months, which is completely unacceptable and predatory behavior.

​Given that my documents are complete and their receipt has been confirmed by support itself, I ask for your help not only in completing my verification, but also in ensuring a fair and faster payout method (for example, by direct bank transfer or significantly larger installments). Thank you and!

Ahoj Samueli, chtěl bych aktualizovat svůj případ. Včera jsem mluvil s agentem živé podpory Damonem. Oficiálně mi potvrdil, že všechny mé dokumenty jsou nahrané, momentálně se zpracovávají a že se nemám čeho bát (přikládám screenshoty z chatu jako důkaz).

​Kasino tento proces ověření záměrně natahuje už od 26. června. Jejich obchodní podmínky navíc uvádějí denní limit pro výběr pouze 12 500 Kč, přičemž schválení jedné žádosti trvá až 3 dny. Při mém reálném zůstatku 800 000 Kč by výběr celé částky za těchto podmínek trval více než 6 měsíců, což je naprosto nepřijatelné a predátorské chování.

​Vzhledem k tomu, že mé dokumenty jsou kompletní a jejich přijetí mi potvrdila i samotná podpora, tě prosím o pomoc nejen s dokončením mého ověření, ale také se zajištěním spravedlivé a rychlejší metody výplaty (například přímým bankovním převodem nebo výrazně většími splátkami). Děkuji!

This is the intention of the casino in my opinion.

Tohle je záměr ze strany casina dle mého názoru.

Hello, has anyone been able to withdraw funds from this casino's gaming account?

Zdravím, povedl se někomu výběr prostředků z herního účtu tohoto casina ?

Samuel, I am attaching further evidence of the casino's unwillingness to cooperate. Today I tried to contact their support again (see screenshot), but the agent Martina refused to provide me with any information and immediately ended the chat after my question. Again, she just referred me to 'email' without giving any reason for blocking my withdrawals or telling me a timeframe. It is absolutely evident that the casino is trying to avoid communication and is deliberately prolonging the verification process disproportionately. I ask for your intervention.

Samuel, here is proof straight from my official casino history for the last month (June 16th to July 16th). As you can see, the very last bets on my account were made on July 11th. Since then, I have strictly followed your advice, I have not played a single spin and have not touched my balance at all. My account has been completely inactive for 5 days now and the money remains untouched.

Samueli, přikládám další důkaz o neochotě kasina spolupracovat. Dnes jsem se znovu pokusil kontaktovat jejich podporu (viz screenshot), ale agentka Martina mi odmítla poskytnout jakékoli informace a chat po mé otázce okamžitě ukončila. Opět mě pouze odkázala na 'e-mail', aniž by uvedla jakýkoli důvod zablokování mých výběrů nebo mi sdělila časový rámec. Je naprosto evidentní, že se kasino snaží komunikaci vyhnout a proces ověření záměrně neúměrně prodlužuje. Prosím o vaši intervenci.

Samueli, zde je důkaz přímo z mé oficiální historie v kasinu za poslední měsíc (od 16. června do 16. července). Jak můžete sám vidět, úplně poslední sázky na mém účtu proběhly 11. července. Od té doby se striktně držím vaší rady, neodehrál jsem ani jeden spin a na svůj zůstatek jsem vůbec nesáhl. Můj účet je už 5 dní zcela neaktivní a peníze zůstávají nedotčené.

Samuel, I have some additional evidence to support my concerns about slow payouts. I contacted the casino's live chat and they confirmed that my account is at 'Level 2' with a withdrawal limit of a maximum of 250,000 CZK per month.

This means that with my balance of 800,000 CZK, I would have to wait over 3 months for a full withdrawal. Given that the verification process for my card has been taking over 2 weeks, I consider these restrictive conditions to be unfair and another way in which the casino is deliberately hindering access to my funds.

I am attaching screenshots from the chat as proof. Please, can you ask the casino to make an exception for me in this situation and pay out the balance at once or in an accelerated mode at?

Samueli, ještě doplňuji důkaz k mým obavám o zdlouhavém vyplácení. Kontaktoval jsem live chat kasina a tam mi potvrdili, že můj účet je na 'Úrovni 2' s limitem výběrů maximálně 250 000 Kč měsíčně.

​To znamená, že při mém zůstatku 800 000 Kč bych musel na kompletní vyplacení čekat více než 3 měsíce. Vzhledem k tomu, že proces ověřování mé karty trvá už přes 2 týdny, považuji tyto omezující podmínky za neférové a za další způsob, jakým kasino záměrně brzdí přístup k mým prostředkům.

​Přikládám screenshoty z chatu jako důkaz. Prosím, můžete kasino vyzvat k tomu, aby mi vzhledem k této situaci udělili výjimku a vyplatili zůstatek naráz nebo ve zrychleném režimu?

Samuel, I want to be completely transparent and update the status of my complaint. Due to the enormous pressure, with the casino refusing to verify my account and ignoring my plastic card since 26/06, I lost my temper in one weak moment and lost some of my money back to the casino.

​However, I have definitely stopped playing and my current casino balance is now 800,000 CZK. I would therefore like to ask you to adjust the amount in this complaint to 800,000 CZK.

​I now stand by this amount and will not play any more. The casino manipulated me into this exact situation by deliberately stalling, which only proves their unfair behavior, but I will not leave them the remaining 800 thousand. Thank you for the adjustment."

Samueli, chci být naprosto transparentní a aktualizovat stav své stížnosti. Kvůli tomu obrovskému tlaku, kdy mi kasino už od 26. 6. odmítá ověřit účet a ignoruje i mou plastovou kartu, jsem v jedné slabé chvíli neudržel nervy a prohrál část peněz zpět kasinu.

​Hru jsem ale definitivně utnul a můj aktuální zůstatek v kasinu je nyní 800 000 Kč. Chci vás proto požádat o úpravu částky v této stížnosti na 800 000 Kč.

​Na této částce teď pevně stojím a dál hrát nebudu. Kasino mě svým záměrným natahováním času přesně do této situace vmanipulovalo, což jen dokazuje jejich neférové chování, ale zbylých 800 tisíc jim už nenechám. Děkuji za úpravu."

Hello everyone,

thank you both for the updates.

Dear Forest1989,

I have received another update from the casino regarding your verification process.

According to their latest information, their KYC team is still reviewing your account verification and they require additional verification of the payment methods used on your account.

They have requested clear copies or photos of the following payment cards:

• Card ending in 5407
• Card ending in 0043

Please make sure that when submitting the cards, the middle 8 digits of the card number are covered, while the first 6 and last 4 digits remain visible. Your name and expiry date should also remain visible, and all four corners of the card should be shown clearly.

The casino advised that these documents can be uploaded through your account verification section. Once received, they will continue with the verification process.

Please let me know once you have submitted the requested documents or if there are any issues with providing them.

Thank you for your cooperation.

I don't even bother with the card ending in 5407 anymore because this card is virtual and they had a big problem with it, so I asked the bank to make a classic plastic card ending in 0043.

kartu s koncem 5407 uz ani neřeším jelikož tato karta je virtuální a měli s ní veliký problém, proto jsem požádal banku i vyrobení klasické plastové karty s koncovým číslem 0043

Hello Forest1989,

thank you for the additional information and for providing the screenshots.

I have now forwarded your latest update to the casino. In particular, I asked them to verify whether they have already received and reviewed the documentation for the payment card ending in 0043, which you state was sent on 8 July, and whether this documentation can be accepted for the verification process.

I also informed them that, according to your explanation, the card ending in 5407 is a virtual card, which is why you cannot provide a photo of a physical card. As you explained, you subsequently obtained a physical card ending in 0043 specifically for verification purposes.

I will now wait for the casino's response and clarification from their KYC team. Hopefully, this will help move the verification process forward.

Thank you for your patience and cooperation.

Hi Samuel, I really save everything on my phone, on June 30th, Ms. Andrea from Casino Case called me to verify my account, I really don't understand why it's taking so long. They have all the documents, even the ones they didn't want from me. I'm really frustrated about it and the casino is definitely playing on the fact that a lot of people can't stand this and lose money, I set a limit and I won't break it. Player account currently.

Ahoj Samueli, opravdu si ukládám v telefonu úplně vše, dne 30.6 mi volala z Casina Casea i paní Andrea kvůli ověření účtu, opravdu nechápu proč to trvá tak dlouho vše . Veškeré podklady i ty které nechtěli ode mne mají. Jsem z toho opravdu frustrovaný a casino na to určitě hraje že spousta lidi tohle nevydrží a penize prohraje , ja si dal hranici a tu neprolomím . Hráčský účet aktuálně.

Should I do what support wants me to do??

mám udělat co po mě chce podpora ??

No change in a month. 🙈🙈

Žádná změna za měsíc . 🙈🙈

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.

So the card was finally uploaded to the system normally, but the casino still wants something from me, I don't know what.

Tak karta se normálně konečně nahrála do systému ale ještě neco po mě casino chce , nevím co.

Maybe it's just a joke. I don't know anymore 🙈🙈

To už je snad jen sranda. Ja už nevím 🙈🙈

Today (August 3rd) I received an email from support stating that 'the relevant department is still verifying the documents'. In my profile, however, the system officially reports that the account does not require any documents and verification is complete. The casino is thus directly contradicting itself and is continuing to delay the payout.

Dnes (3. 8.) mi z podpory přišel e-mail, že 'příslušné oddělení stále prověřuje dokumenty'. V mém profilu přitom systém oficiálně hlásí, že účet žádné dokumenty nevyžaduje a ověření je kompletní. Kasino si tak přímo protiřečí a dál jen zdržuje výplatu.

Casino support confirmed to me in writing today that the account does not require any additional documents, but also claims that it is 'actively processing' the verification. This is an obvious contradiction and a deliberate delaying tactic in blocking 800,000 CZK.

The casino emailed me today requesting confirmation of the cardholder's card number ending in 5407. I had already provided them with this official document in the original PDF from Air Bank on July 31, 2026. I sent it to them again today as an email attachment. This is another clear proof of delaying tactics.

The verification form in the profile puts me in an endless loop. I have uploaded the original PDF from Air Bank via the button in the profile several times, but the system keeps rejecting the document without giving a reason and returning it to the 'Required' status. However, the chat support claims that it has the documents and is processing them. This is an obvious delaying tactic when it comes to paying out the winnings of 800,087 CZK.

Podpora kasina mi dnes písemně potvrdila, že účet nevyžaduje žádné další doklady, ale zároveň tvrdí, že ověření 'aktivně zpracovává'. Jde o evidentní rozpor a úmyslnou zdržovací taktiku pri blokaci 800 000 Kč.

Kasino po mně dnes e-mailem vyžádalo potvrzení o držiteli karty končící na 5407. Tento oficiální dokument v originálním PDF z Air Bank jsem jim přitom prokazatelně doložil už 31. 7. 2026. Dnes jsem jim ho v příloze e-mailu poslal znovu. Jde o další jednoznačný důkaz zdržovací taktiky.

Verifikační formulář v profilu mě staví do nekonečné smyčky. Originální PDF z Air Bank jsem přes tlačítko v profilu nahral již několikrát, ale systém dokument bez udání důvodu neustále zamítá a vrací do stavu 'Požadováno'. Podpora na chatu přitom tvrdí, že dokumenty má a zpracovává je. Jde o zjevnou průtahovou taktiku při vyplacení výhry 800 087 Kč.

I am providing another important update regarding the progress of my verification at Casea casino:

​Continuous goal shifting: I have been submitting verification documents continuously since June 26th. As soon as the casino finally approved the physical card (ending with the number 0043) after weeks, it immediately went back to square one and started blocking verification of my VIRTUAL card over and over again.

​Technically unfulfillable requirements: In live chat, support even asked me for "photos of both sides of the card". Despite my repeated reminders that it was a virtual card with no physical plastic, support insisted on a photo of both sides of a non-existent card.

​Rejection of official bank statements: The casino constantly rejects the original generated PDF confirmation from Air Bank, claiming that it is a "modified document". The security masking of the middle numbers with asterisks (514878******5407) is generated directly by the bank's system for security reasons.

​Proofing a direct screenshot from banking: To refute any of their other excuses, I have currently uploaded a direct screenshot from internet banking (ib.airbank.cz), where it is clearly visible:

My name as the cardholder (Tomáš Forejt)

Card type: Virtual

​Card number matching their requirements (514878******5407)

Visible official bank URL in the browser bar

This is an obvious delaying tactic on the part of the casino and an attempt to avoid paying out my winnings of CZK 800,087.43.

I am attaching all the screenshots of the conversation and a new screenshot from banking.

​předávám další zásadní update ohledně průběhu mé verifikace v kasinu Casea:

​Neustálé posouvání branek: Dokumenty k verifikaci dokládám nepřetržitě již od 26. 6. Jakmile kasino po týdnech konečně schválilo fyzickou kartu (zakončenou číslem 0043), okamžitě se vrátilo úplně na začátek a začalo opět dokola blokovat verifikaci mé VIRTUÁLNÍ karty.

​Technicky nesplnitelné požadavky: V živém chatu po mně podpora dokonce požadovala „fotografie obou stran karty". Přestože jsem je opakovaně upozorňoval, že jde o virtuální kartu bez fyzického plastu, podpora na fotografii obou stran neexistující karty trvala.

​Odmítání oficiálních výpisů z banky: Kasino neustále odmítá originální vygenerované PDF potvrzení z Air Bank s tvrzením, že jde o „upravený dokument". Bezpečnostní maskování prostředních čísel hvězdičkami (514878******5407) přitom generuje přímo systém banky z bezpečnostních důvodů.

​Doložení přímého snímku z bankovnictví: Abych vyvrátil jakékoliv jejich další výmluvy, nahrál jsem jim aktuálně přímý snímek obrazovky z internetového bankovnictví (ib.airbank.cz), kde je černé na bílém vidět:

​Mé jméno jako držitele karty (Tomáš Forejt)

​Typ karty: Virtuální

​Číslo karty odpovídající jejich požadavkům (514878******5407)

​Viditelná oficiální URL adresa banky v liště prohlížeče

​Ze strany kasina jde o evidentní průtahovou taktiku a snahu vyhýbat se vyplacení mé výhry ve výši 800 087,43 Kč.

​Všechny snímky konverzace i nový snímek z bankovnictví přikládám do přílohy.

Here I am providing screenshots of email communication with casino support (Dita), where you can see how the support contradicts itself - in one email they request a screenshot from banking and in another they reject it, saying that it is not an official document, or they request screenshots of 'both sides of the card' in the application for a virtual card.

Zde dokládám snímky e-mailové komunikace s podporou kasina (Dita), kde je vidět, jak si podpora sama protiřečí – v jednom e-mailu požadují snímek z bankovnictví a v dalším ho zamítají s tím, že to není oficiální dokument, případně požadují snímky 'obou stran karty' v aplikaci u virtuální karty.

Hello Forest1989,

thank you for the detailed updates and for continuing to provide all the supporting documentation. I have reviewed everything you have shared.

I must admit that I also find the length of this verification process concerning. The latest update I have received directly from the casino was on 29 July, when they informed me that they were still waiting for proof of ownership of the card ending in 5407 due to technical issues. Since then, I have not received any further update from their side.

Based on your recent messages, it appears that you have repeatedly provided the requested documentation, including the official confirmation from your bank. I will therefore await the casino's explanation as to why the verification has still not been completed.

If you prefer not to wait any longer, I can also proceed with closing this complaint as unresolved due to the casino's lack of meaningful progress in resolving the issue. Such an outcome would negatively affect the casino's Safety Index rating. In some cases, this also motivates casinos to re-engage with the complaint and request that it be reopened once they are prepared to properly address the outstanding issues.

Please let me know how you would like to proceed.

Thank you for your cooperation.

Hi Samuel, thanks for your advocacy. I sent the casino an ultimatum via email today. If I don't see any real progress in verification and payout by tomorrow morning, I would like to officially close the complaint as UNRESOLVED due to obstruction by the casino.

I don't know if they are communicating with you, of course I am frustrated by the length of this process, it's not about 1,000 Czech crowns. I will take your advice. I was lucky once in my life but I will probably never see the money. My opinion is that this is all the delay on the part of the casino so that I lose my balance (psychological games), it is clear to me that a considerable part of the players will do so. The casino will not work out for me.

Ahoj Samuele, děkuji za zastání. Poslal jsem kasinu dnešní ultimátum na e-mail. Pokud do zítřejšího rána neuvidím reálný posun v ověření a výplatě, prosím o oficiální uzavření stížnosti jako NEVYŘEŠENÉ z důvodu obstrukcí ze strany kasina.

Nevím zda komunikují s Vámi , samozřejmě jsem frustrovaný délkou tohoto procesu , nejde o 1.000 korun českých . Dám na vaše rady . Jednou v životě jsem měl štěstí ale asi peníze nikdy neuvidím. Můj názor je ze to je celou dobu zdržování ze strany casina abych prohrál svůj zůstatek ( psychologické hry) , je mi jasné že nemalá část hráčů tak učiní. U mě to casinu nevyjde.

A little news, we'll see what happens, I don't want to pay a higher amount. Anyway, I will wait until the withdrawal process is complete.

Malá novinka , uvidime co se bude dít, vyšší částku me to nechce pustit. každopádně, budu čekat dokud nebude dokoncen proces výběru prostředků.

I also sent an email to support as follows:

Hello, given that my game account was only verified yesterday after 6 weeks (from 26.6.2026) I hereby ask you to increase the limit for withdrawing funds according to the current plan, I was at level 2, with an amount of 800,000 CZK, during the time when you were not able to verify my account, I would withdraw an amount of 525,000 CZK with a limit of 12,500 CZK. Or feel free to make the first withdrawal of a higher amount, for example 250,000 CZK, then we can continue according to the plan, then it doesn't matter, max. 50,000 CZK per week.

Thank you for the positive response.

Tomas Forejt

We will currently wait to see if they start sending withdrawals from the account. Anyway, if the first payments arrive, I will have to hit the casino, because thanks to their long and pointless delay, I could have withdrawn over half of the balance.

Poslal jsem na podporu ještě takto mail :

Dobrý den, vzhledem k tomu že byl můj herní ucet ověřen teprve včera po 6.týdnech ( od 26.6.2026) Vás tímto žádám o navýšení limitu pro výběr prostředků dle současného plánu jsem byl na úrovni 2, při částce 800.000 kc bych za dobu kdy jste nebyli schopni ověřit můj účet, vybral částku 525.000 kc pri limitu 12.500 Kč. Nebo klidně první výběr vyšší částky např. 250.000 kc , dále muzeme pokračovat dle plánu pak nevadí klidně max.50.000 Kč týdně.

Děkuji za kladné vyřízení.

Tomáš Forejt

Aktuálně budeme čekat , jestli začnou posílat výběry z účtu. Každopádně pokud dorazí první platby , musim na casino uhodil, jelikož diky jejich dlouhému a nesmyslnému protahováni jsem mohl mít přes polovinu zůstatku vybráno.

Hello Forest1989,

thank you for the update.

The casino is currently experiencing technical issues and is unfortunately unable to respond directly in the complaint thread. However, they have informed me that your account has now been successfully verified.

Please let me know once you receive a response to your email regarding the withdrawal limit. If their response is negative, I can try to discuss the matter with them from my side and see whether anything can be done.

That said, I have to be realistic that it may be difficult to change the existing withdrawal limits, especially if they are part of the casino's standard terms and conditions.

For now, let's see how the casino responds to your request and whether the withdrawals start being processed.

Thank you for your patience and cooperation.

Hi Samuel,

​Thank you for your message. The casino has already replied to my emails:

​Regarding limits: Unfortunately, the answer was negative. They claim that the account level and limits are generated automatically by the system and cannot be manually intervened.

​Regarding withdrawals: They confirmed that my submitted withdrawal requests are in the queue at the finance department. They guarantee processing within 3 business days (excluding weekends), so I expect the first payments early next week (Monday/Tuesday).

User Aduška87 also solves the payout problem with Case.

Ahoj Samuele,

​děkuji za zprávu. Kasino mi na mé e-maily již odpovědělo:

​Ohledně limitů: Odpověď byla bohužel negativní. Tvrdí, že úroveň účtu a limity jsou generovány automaticky systémem a nemohou do nich manuálně zasáhnout.

​Ohledně výběrů: Potvrdili mi, že mé zadané žádosti o výběr leží ve frontě na finančním oddělení. Garantují zpracování do 3 pracovních dnů (mimo víkendy), takže první platby očekávám začátkem příštího týdne (v pondělí/úterý).

Uživatel Aduška87 řeší s Case problém vyplácení taktéž.

Hi Samuel,

I am sending a current overview of the situation:

​Limit Increase: The casino did not honor my request for a manual limit increase, citing that the account level is generated by an automatic system.

​Active withdrawals: I currently have a maximum of 3 active withdrawal requests entered in the casino system at the same time (totaling CZK 37,320).

Processing deadline: Their official guarantee of 3 business days to process the oldest request from 5 August expires today (10 August).

​I'm monitoring the status directly in my profile and in my bank account. As soon as the first payment has been made or the money arrives, I'll let you know here immediately. Please keep the complaint open.

Thank you for your support!

The account is verified, but I haven't seen a single penny yet.

Ahoj Samuele,

​posílám aktuální přehled situace:

​Navýšení limitů: Kasino mé žádosti o manuální povýšení limitů nevyhovělo s odvoláním na to, že úroveň účtu generuje automatický systém.

​Aktivní výběry: V systému kasina mám v tuto chvíli zadaný maximální možný počet 3 aktivních žádostí o výběr naráz (v celkové hodnotě 37 320 Kč).

​Lhůta pro zpracování: Dnešním dnem (10. 8.) vyprší jejich oficiální garance 3 pracovních dnů na zpracování nejstarší žádosti ze dne 5. 8.

​Sleduji stav přímo v profilu i na bankovním účtu. Jakmile se první platba pohnul nebo dorazí peníze, dám ti zde okamžitě vědět. Prosím o ponechání stížnosti otevřené.

​Děkuji za podporu!

Účet je sice ověřen ale zatím jsem neviděl ještě ani korunu .

Hi,

​I am sending an important update: Today is Tuesday, August 11th, and the casino still has not processed the first of three withdrawal requests (ID 1059385030 for CZK 12,320 entered on August 5th).

The casino guaranteed me processing within 3 business days by email. This deadline expired yesterday (Monday, August 10). All three withdrawals totaling 37,320 CZK are still stuck in the "Processing" status and the account is blocked on the maximum number of requests.

​The casino is once again not meeting its own official deadlines. I ask for your intervention and contact the casino.

Ahoj,

​posílám důležitou aktualizaci: Dnes je úterý 11. srpna a kasino stále nezpracovalo ani první ze tří žádostí o výběr (ID 1059385030 na 12 320 Kč zadanou 5. srpna).

​Kasino mi e-mailem garantovalo zpracování do 3 pracovních dnů. Tato lhůta vypršela včera (v pondělí 10. srpna). Všechny tři výběry v celkové hodnotě 37 320 Kč stále visí ve stavu „Zpracování" a účet je zablokovaný na maximálním počtu žádostí.

​Kasino tak opět nedodržuje své vlastní oficiální lhůty. Prosím o vaši intervenci a kontaktování kasina.

Hi,

​I am sending another important piece of evidence. The casino has just officially and in writing admitted to me in the latest support email (from Dita) that there has been a delay in my withdrawals.

​They have confirmed that they have not met their own 3 business day guarantee. I am attaching a screenshot of the email. I request that the casino intervene to complete the payment immediately.

Ahoj,

​posílám další důležitý důkaz. Kasino mi právě v nejnovějším e-mailu od podpory (od pracovníka Dita) písemně a oficiálně přiznalo, že u mých výběrů došlo ke zpoždění.

​Tímto sami potvrdili, že nedodrželi svou vlastní garanci 3 pracovních dnů. Přikládám snímek e-mailu. Prosím o intervenci u kasina, aby platbu okamžitě dokončili.

Hello everyone,

Dear Forest1989,

thank you for keeping me informed and for providing the latest overview of the situation.

I understand your concern, especially since the casino's stated processing time of 3 business days has now passed. However, I would still ask you to remain patient for the moment. Withdrawal processing times can vary considerably depending on various circumstances, including the payment method, payment provider, internal processing, and banking procedures.

While some withdrawals can arrive within a day, in other cases the process can take up to around 14 days. Therefore, I would not consider the current delay sufficient reason to escalate the matter to the casino just yet.

Please continue monitoring your withdrawal requests and your bank account, and let me know as soon as you receive any of the payments.

If the funds have still not been received after 14 days, I will contact the casino and ask them to provide an explanation regarding the delay and the status of the outstanding withdrawals.

Thank you for your patience and cooperation.

The main thing is that you know how long they took to verify my account, after 6 weeks of endless delays, nothing actually happened and they continue to hold the funds.

Jde hlavně o to že víte, jak dlouho dělali ověření mého účtu , po 6 týdnech nekonečného zdržování, se vlastně vůbec nic nestalo a finance zadržují nadále.

After a week, now they have a snail race, Kyc team account verification 6 weeks, finance department a week so far 🤣

Po týdnu , nyní mají šnečí závod , Kyc tým ověření účtu 6 týdnu, finanční oddělení zatím týden 🤣

Toto jsem poslal mailem na podporu Casea

To the Support Team and Finance Department,

​Stop sending me copy-paste templates about "standard delays" and "security checks".

​As of today, August 12, the guaranteed 3-business-day processing timeframe has expired for ALL THREE of my pending withdrawals:

​Withdrawal requested on August 5 – Overdue.

​Withdrawal requested on August 6 – Overdue.

​Withdrawal requested on August 7 – Deadline is today.

​Not a single one has been approved. They all still say "Checking account details".

​I demand that your Finance Department stops making excuses and immediately approves and dispatches all three withdrawals today. I am continuously updating my open and active complaint on Casino Guru with every single one of your templates and delays.

​Do your job and process the payments.

​Tomáš Forejt

Update - partial payout:

I confirm receipt of the first partial payout of 37,320 CZK. However, my total remaining balance is still over 700,000 CZK. Please do not close this complaint yet. I am submitting further withdrawal requests according to the casino's daily limits and we will continue to update this thread to ensure that the remaining funds are processed without further delay.

Aktualizace - částečná výplata:

Potvrzuji přijetí první částečné výplaty ve výši 37 320 Kč. Můj celkový zbývající zůstatek je však stále přes 700 000 Kč. Prosím neuzavírejte ještě tuto stížnost. Zadávám další žádosti o výběr podle denních limitů kasina a budeme toto vlákno nadále aktualizovat, aby bylo zajištěno, že zbývající prostředky budou zpracovány bez dalších průtahů.

Hello everyone,

Dear Forest1989,

thank you for the update. I’m glad to hear that the first partial payout of 37,320 CZK has finally reached you.

I understand that this represents only a small portion of the remaining balance and that you still have a substantial amount outstanding. Given the previous delays with the verification and withdrawal processing, I agree that it makes sense to keep the complaint open for the time being.

Please continue submitting the withdrawals according to the casino’s applicable limits and keep reporting here once you receive further payments. This will allow us to monitor the situation and, if necessary, address any further delays with the casino.

Hopefully, the remaining withdrawals will now be processed without any further unnecessary delays.

Thank you for keeping me updated, and I hope the rest of the funds reach you soon.

At this pace and relaxed approach, we might make it in time for Christmas. 🙈

Tímhle tempem a laksním přístupem to možná stihneme do vánočních svátků. 🙈

As I'm curious, the first withdrawal took almost 2 weeks, account verification took 6 weeks, previously the calculations were almost 3 months, assuming that one withdrawal would be approved every day, so there are always 3 withdrawals in the queue in 3 days and another minimum of 3 days to release the funds, if I manage to withdraw 100,000 CZK in a whole month, that's a lot.

Jako jsem zvědav, první výběr trval skoro 2 týdny, ověření účtu 6 týdnů, při výpočtech dřív vycházela doba skoro 3 měsíce, za předpokladu že mi bude každý den schválen jeden výběr, takto jsou vzdy za 3 dny , 3 výběry ve frontě a čeká se dalsi min 3 dny na uvolnění prostředků, když stihnu vyber 100.000 Kč za celý měsíc je to moc .

Hello everyone,

Dear Forest1989,

thank you for the update. I understand your frustration, especially considering the delays you have already experienced.

Unfortunately, the processing times and withdrawal limits are ultimately determined by the casino, so there is only so much we can influence from our side. I would therefore ask you to remain patient for now and continue updating me as the withdrawals are processed.

Please also keep me informed whether you are able to reach the stated monthly withdrawal limit of 175,000 CZK. If you are unable to reach this limit due to delays in processing the withdrawals, we can address this further with the casino.

Thank you for your cooperation.

So far, we have managed to withdraw 37,320 CZK.

Povedlo se zatím za celou dobu provést výběr 37,320 kč

The second part of the selection has arrived

Dorazila druhá část výběru

Hello everyone,

Dear Forest1989,

thank you for the update. I’m glad to hear that the second part of the withdrawal has arrived.

Please keep me informed as the remaining withdrawals are processed.

Thank you for your cooperation.

Today was supposed to be the next part of the withdrawal, nothing arrived, I don't make deposits even though I'm active and playing and I got to the lowest level.

dnes měla být další část výběru, nedorazilo nic , neprovádím vklady i když jsem aktivní a hraju a dostal jsem se do nejnižší úrovně.

Hello everyone,

Dear Forest1989,

I understand your frustration, especially after the delays you have already experienced with the verification and the first withdrawals. However, I would ask you not to worry too much about the fact that the casino's stated 3-business-day timeframe has passed.

The 3-day timeframe should be understood as the expected processing time under normal/ideal circumstances, rather than a guarantee that every withdrawal will necessarily be completed within exactly three business days. In particular, card withdrawals can sometimes take considerably longer due to the payment provider and banking processes involved.

As we have already seen, some of your withdrawals have now been successfully processed and received, which is at least a positive indication that the payments are moving forward.

For the moment, I therefore suggest that we continue monitoring the situation rather than contacting the casino after every individual withdrawal that takes longer than three days. If a particular withdrawal remains unpaid for more than 14 days, however, that would be a different situation. At that point, I will contact the casino and ask them to explain specifically what is causing the delay and why the payment has not been completed.

Please continue to update me when you receive further payments, but there is no need to post frequent updates about withdrawals that are still within this reasonable processing period.

Hopefully, the remaining payments will continue to arrive without further major delays.

Thank you for your patience and cooperation.

Okay, if the withdrawals are delayed for two weeks, I'll get back to you.

Dobře, pokud by se výběry zpoždění po dobu dvou týdnů tak se ozvu.

Dear Forest1989,

Thank you for your understanding.

If anything else comes up or you encounter any other issues with the withdrawals, please feel free to let me know.

In the meantime, please also keep an eye on the remaining withdrawals and let me know whether you are eventually able to reach the monthly withdrawal limit of 175,000 CZK.

Hopefully, the remaining payments will continue to be processed without further significant delays.

Thank you for your cooperation.

To date, a total of 87,500 CZK has been successfully withdrawn, the first withdrawal of 37,500 CZK was made on 14.8, the second on 19.8, 37,500 CZK, 25.8, 12,500 CZK

K dnešnímu dni se povedl celkově výběr 87.500 Kč , dne 14.8 byl proveden první výběr 37.500 Kč, druhý 19.8 , 37.500 Kč, 25.8 , 12.500 kč

Only one withdrawal for the whole week, 12,500 CZK, 3 withdrawals in a queue over 7 days.

Za celý týden jen ten jeden výběr 12.500 Kč, 3 výběry ve frontě pres 7 dní.

Withdrawals from August 20th have still not been approved.

Výběry od 20.8 nebyli stále schváleny .

Today, a portion of the withdrawal of 25,000 CZK arrived, their maximum per month of 175,000 CZK cannot be reached.

Dnes dorazila část výběru 25.000 kč, jejich max za měsíc 175.000 kč to nemůže vyjít.

Hello everyone,

Dear Forest1989,

thank you for the latest updates. I understand that a portion of the 25,000 CZK withdrawal has now been received, but that the monthly withdrawal limit of 175,000 CZK still cannot be reached due to the delays with the remaining withdrawals.

Dear Casea Casino,

could you please clarify this situation for us?

If the casino has a monthly withdrawal limit of 175,000 CZK, I would like to understand how the player is actually expected to reach this limit if their withdrawals are being processed so slowly that the monthly limit cannot realistically be reached.

Does this mean that the player is effectively unable to use the full withdrawal limit stated in your Terms and Conditions? If so, how should we understand this in relation to your own withdrawal terms?

Please explain what is causing the current delays and how the casino considers this consistent with the stated monthly withdrawal limit.

Thank you both 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.