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

I have won €250 and requested a withdrawal.

The casino keeps rejecting my verification documents and asking for a screenshot that is technically impossible to provide.

They require a document showing my full name, exact deposit time (19:47 UTC), and transaction in one screenshot.

My bank (Rabobank) does not provide this format. I have already provided:

Official bank statement (PDF) with my full name and €100 deposit

Transaction screenshots

ID verification

The casino keeps sending the same request and refuses to verify my account.

This appears to be an attempt to block my withdrawal with unrealistic requirements.

I request assistance in resolving this issue.

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 Jay1,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Can you provide details on the communication you've had with the casino regarding your verification documents?
• Have you received any official responses or explanations from the casino about the rejection of your documents?
• Are there alternative documents that you can provide that may satisfy the casino’s requirements?

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

Best regards

Petra

Hello,

Thank you for your response.

Here are the details of my situation:

I have been in contact with the casino multiple times regarding my verification. They keep requesting a screenshot of my deposit showing my full name, the exact time (19:47 UTC), and the amount (€100) in one screen.

I have already provided:

Official PDF bank statement from Rabobank showing my full name, IBAN, and the €100 deposit on April 7, 2026

Screenshot of the transaction

ID verification

The casino keeps rejecting my documents and repeating the same request.

The issue is that my bank (Rabobank) does not provide a document that shows my full name, the exact deposit time (19:47 UTC), and the transaction in one screenshot. This is technically impossible to obtain.

Despite explaining this multiple times, the casino continues to request the same document without offering any alternative.

I am fully willing to cooperate, but I have already provided all available official proof.

Please let me know how to proceed.

Kind regards

Thank you for your reply and for providing the previous details, Jay1.

• Have you ever made a withdrawal at this casino?
• Have you contacted Rabobank for any alternatives or clarifications regarding the statement format?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello,

Thank you for your response.

Here are the answers to your questions:

Yes, I have made several successful withdrawals at this casino before (around 3–4 times).

I have not directly contacted Rabobank support, but I am familiar with their system. Rabobank does not provide a document that shows my full name, the exact transaction time (19:47 UTC), and the deposit in one screenshot. The only time shown is the processing time (21:25 / 21:26).

Yes, I can provide all communication with the casino. I have multiple emails and screenshots where they repeatedly request the same document and reject my valid proof.

I have already provided the casino with:

Official PDF bank statement (showing my full name, IBAN, and €100 deposit)

Transaction screenshot

ID verification

Despite this, they keep rejecting my documents and do not offer any realistic alternative.

Given that I have already successfully withdrawn funds before, I do not understand why my account cannot be verified now with the same type of documents.

I will e-mail all communication screenshots to support my case.

Kind regards

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

Dear Jay1,

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,

Petra