God of Coins Casino - La solicitud de retiro del jugador está retrasada.

Dear julienforkert,

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.

• Have you made any successful withdrawals before?
• Could you please clarify if the casino approved all your documents?
• Did you accumulate 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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Kristina,

Thank you for your feedback.

To answer your questions:

I have not been able to make a successful withdrawal yet.

The casino verified and approved all my documents, except for the proof of origin of funds.

I have submitted this proof several times, but each time it was rejected without any clear reason given.

My winnings were earned exclusively with real money, without an active bonus.

I hope for a solution soon and thank you in advance for your support.

Best regards

Liebe Kristina,

vielen Dank für Ihre Rückmeldung.

Um Ihre Fragen zu beantworten:

Eine erfolgreiche Abhebung habe ich bislang nicht vornehmen können.

Das Casino hat alle meine Dokumente verifiziert und genehmigt, mit Ausnahme des Nachweises zur Herkunft der Gelder.

Diesen Nachweis habe ich bereits mehrfach eingereicht, jedoch wurde er jedes Mal ohne genaue Begründung abgelehnt.

Meine Gewinne wurden ausschließlich mit Echtgeld erspielt, ohne aktiven Bonus.

Ich hoffe auf eine baldige Lösung und danke Ihnen im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen

Thank you very much for your reply, julienforkert. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have just sent the complete email correspondence and live chat history as requested to sent.

Additionally, I would like to add that I have now also provided the casino with the following documents regarding the origin of my funds:

Bank statements for the last 6 months

A business analysis (BWA)

The income tax return for 2024

My current trade license

Despite providing all this documentation, the casino continues to refuse the payout. I sincerely hope you can continue to support me. Thank you in advance.

Ich habe soeben die vollständige E-Mail-Korrespondenz und den Live-Chat-Verlauf wie gewünscht an kristina.s@casino.guru geschickt.

Zusätzlich möchte ich ergänzen, dass ich dem Casino mittlerweile auch folgende Dokumente zur Herkunft meiner Mittel übermittelt habe:

Kontoauszüge der letzten 6 Monate

Eine betriebswirtschaftliche Auswertung (BWA)

Die Einkommensteuererklärung für 2024

Meinen aktuellen Gewerbeschein

Trotz Vorlage all dieser Nachweise lehnt das Casino die Auszahlung weiterhin ab. Ich hoffe sehr, dass Sie mich hier weiter unterstützen können. Vielen Dank im Voraus.

In addition, I submitted a detailed Source of Wealth (SoW) overview, including:

screenshots of my winnings from other licensed casinos operated by Tendersoft B.V.,

withdrawal confirmations from those casinos, and

matching bank statements showing the receipt of these funds.

All documents were rejected again without any valid reason. I will send the documents to you by email so that you can review them.

Thank you very much, julienforkert, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Michal,

I’ve just been informed that my case has been forwarded to you. Please let me know if you need any further information or documents from my side.

Thank you in advance, and I appreciate your support!

Best regards,

Julien F.

Hello julienforkert,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite God of Coins Casino to join the conversation.

Dear God of Coins Casino,

Could you please clarify why the player's verification has not yet been completed? The player submitted various documents that were requested from him, and I am interested in understanding why this has not been deemed sufficient for finishing the verification. If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at michal.k@casino.guru

Hello!

We would like to inform you that the verification process is still ongoing. In order to proceed, we kindly request documentation regarding your Source of Wealth for the past three months. This should include one or more documents that clearly demonstrate the origin of the funds used for deposits made to our casino. For example:

• Salary statement or payslip
• Proof of business ownership or recent business income
• Sale agreement of a property
• Inheritance payment confirmation
• Divorce settlement agreement

As part of our ongoing verification procedures and in accordance with our KYC Policy, please note the following:

"The Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a user at the Website. We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework.

We take a risk-based approach and perform strict due diligence checks and ongoing monitoring of all clients, customers, and transactions. As per the money laundering regulations, we utilize three stages of due diligence checks, depending on the risk, transaction, and customer type."

Best regards,

God of Coins Casino

Dear Casino Guru Team,

I just wanted to give you a quick update: I’ve received an email from the casino confirming that my account has now been successfully verified.

Following this, I’ve submitted a withdrawal request and am now waiting for it to be processed.

Thank you again for your support so far!

Best regards,

Julien F.

Dear God of Coins Casino,

Thank you for your response. I trust this has now been clarified.

Dear julienforkert,

That is positive news. I have my fingers crossed that the withdrawal will now be processed the standard way without any unnecessary delays. Please let me know once you receive the winnings.

Dear Michal,

I am reaching out for assistance regarding an ongoing issue with my withdrawal.

Although I have completed the full verification process, I still have not received my payout. Every time I contact the casino, I am simply told to wait, but no concrete update or resolution is provided.

I feel like I am being stalled without any progress, and I would really appreciate your help in resolving this matter.

Thank you in advance for your support.

Best regards,

Julien F.

Dear julienforkert,

Thank you for your reply and the email you forwarded to me. I acknowledge your concerns regarding the management of this situation; however, there are instances where it may require more time than anticipated. I will ensure to follow up on your case with the casino team.

Dear God of Coins Casino,

Now that the player's account has been successfully verified, could you please inform us when the withdrawal will be processed from your end?

Hello!

We would like to confirm that the Source of Wealth has been accepted and verified on our side.

The delay in processing withdrawals is due to the fact that we require one additional document for verification purposes, which is the Source of Funds - a document (or a number of documents), showing the transfer of the funds you've deposited into our Casino. It depends on the payment system used, and can be a PDF statement from the bank account/e-wallet for the last 3 months.

If you are uncertain about the time and amount of your deposits, you may refer to your profile’s transaction history page for further details.

Best regards,

God of Coins Casino

Dear God of Coins Casino Team,

Thank you for your response.

I have just uploaded the requested Source of Funds document via your live chat. The relevant deposit transactions have been highlighted on page 40 of the bank statement to make the review process easier.

Additionally, I have sent the document via email and included Michal in the message for confirmation.

I look forward to your feedback and hope the verification process can now be completed promptly.

Best regards,

Julien F.

Dear God of Coins Casino Team,

I would like to kindly ask for clarification regarding the current status of my account verification and withdrawal.

Yesterday, I submitted the requested Source of Funds document via my profile. Could you please confirm whether it has been received and whether it has been approved?

Additionally, I would like to know the current status of my withdrawal and why I received another email today asking again for Source of Funds documentation, despite already having submitted it.

I would greatly appreciate any clarification you can provide.

Best regards,

Julien F.

Dear God of Coins Casino,

In addition to the inquiries from the player, could you please provide clarification on why the player is encountering somewhat inconsistent information from the live support compared to what was stated in the complaint thread?

I recognize that different support agents may be addressing the case, but it is generally anticipated that the information regarding the player account is consistent within your system.

I am seeking your clarification on this matter.

Hello!

We would like to clarify that the Source of Wealth documentation, including the payslips for the months of March, April, and May, has been accepted. However, we still require a bank statement that clearly shows the corresponding salary credits for the same period.

Your Source of Funds documentation is currently under review by our dedicated team. You will be informed as soon as the review is completed.

Thank you for your understanding.

Best regards,

God of Coins Casino

Dear God of Coins Casino Team,

Thank you for your response and clarification regarding the Source of Wealth documents.

I would like to confirm that I have already sent the required bank statements showing the salary credits for March, April, and May via email. I also included Michal in CC for transparency.

To make the review easier, I sent the statements as 8 individual images, and I also combined all of them into one single PDF file in the same message.

I hope this will now be sufficient for verification, and I look forward to hearing back regarding the Source of Funds review as well.

Best regards,

Julien

Dear julienforkert,

Thank you for providing the requested evidence to the casino team and keeping my email in the loop.

Dear God of Coins Casino Team,

We kindly await your review of the submitted documents. I trust this will help clarify the situation and assist in resolving the matter promptly.

Dear God of Coins Casino Team,

I would like to express my confusion and concern, as I have just been informed that my documents were rejected again, this time with the reason:

"We do not accept documents in scanned format."

However, I did not submit scanned documents — I submitted photos of the original bank statements, as explicitly permitted according to your own KYC policy, which clearly states that photos are accepted.

I kindly ask for clarification:

Why were my documents rejected if they were submitted in the correct format?

What exactly is required now to complete this already lengthy verification process?

At this point, I have submitted all requested documents multiple times, in good quality and in line with your requirements. I would greatly appreciate your assistance in resolving this situation fairly and promptly.

Best regards,

Julien F.

Dear julienforkert,

We regret to inform you that the submitted documentation has been rejected, as the account holder’s name is only visible on the first page of each month.

Since the provided images were of individual pages, we kindly request the original PDF file for the corresponding time period. This document is typically available for download via your banking application.

Once uploaded to the verification page, we will review it at the earliest opportunity.

Thank you for your understanding and cooperation.

Best regards,

God of Coins Casino

Dear God of Coins Casino Team,

I am writing to follow up regarding my account verification process.

As requested, I have submitted my original bank statements in PDF format, clearly showing my salary credits. These documents were uploaded through the verification tab on your website and also sent via email, with Michal from Casino Guru in CC for transparency.

I would appreciate it if you could confirm whether these documents meet your requirements, and if not, please clarify exactly what additional information or format is needed to complete the verification.

Thank you in advance for your support.

Best regards,

Julien F.

Dear julienforkert,

Thank you for promptly providing the casino team with the requested statements in original PDF format.

Dear God of Coins Casino Team,

We kindly await your review of the submitted documents.

Update:

I am completely at a loss now.

After previously being told that the problem was due to submitting only individual pages and that I must upload the original full PDF bank statements (which I then did), I have now received yet another rejection.

This time the reason given was:

"The source of funds must prove the transfer of the funds you deposited into our casino. This depends on the payment method used and may be a PDF bank statement from your bank account/e-wallet for the last 3 months."

The situation is now going in circles:

First I was asked for salary proof,

Then for deposit proof,

Then told I submitted only individual pages,

So I uploaded the original PDFs,

Now it’s rejected again — even though I followed every instruction precisely.

At this point, I am genuinely frustrated and kindly ask for your help again. I have done everything asked, multiple times, and it still gets rejected for inconsistent reasons.

Thank you for your continued support.

Best regards,

Julien F.

Dear julienforkert,

We would like to remind you that we are still awaiting the Source of Funds document in the form of a PDF bank statement clearly showing the deposits made to our casino. Please note that we cannot accept transaction history documentation, as it is not standardized. Only official bank statements in PDF format are considered valid for verification purposes.

Additionally, we kindly request clarification regarding the documents you submitted:

How is it possible that in the PDF bank statement (BS 2667) previously sent to us, there were no deposits to our casino, whereas in the transaction history downloaded from Revolut, the deposits appeared?

Your cooperation in clarifying this matter is appreciated. Should you have any questions, please do not hesitate to contact us.

Best regards,

God of Coins Casino

Dear God of Coins Casino Support Team,

Thank you for your message.

I would like to clarify the situation regarding the documents I submitted. I have uploaded both the official PDF bank statement and the transaction history, with the relevant deposit transactions clearly marked in both.

The reason the deposits appeared on different dates is due to how Revolut displays transactions:

In the transaction history, the date shown is the transaction date.

In the official bank statement, the date shown is the booking/settlement date, which is typically one day later.

Therefore, the deposits do appear on the official bank statement — just on 31.05, not on the transaction date. I have marked both deposit transactions on the statement dated 31.05 accordingly.

To avoid any confusion, I have just re-uploaded the official bank statement once again.

I hope this clears up the misunderstanding. Please let me know if anything further is required.

Best regards,

Julien F.

Update:

I have now received an email confirming that all my documents have been accepted and that my account is fully verified.

However, I still haven’t received my withdrawal, even though the verification process has been completed. I would really appreciate your support, as I don’t understand why there are still delays after full verification.

Thank you in advance!

I just wanted to let everyone know that my withdrawal has finally been completed after one month of waiting. I’m very grateful for the support and assistance from Casino Guru throughout this process. Thank you so much for your help!

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

Dear julienforkert,

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,

Michal