Realz Casino - La retirada del jugador se ha retrasado.

I submitted withdrawal requests to Realz Casino on 6 April 2026 , but the payments are still pending and have not been processed.

I contacted customer support multiple times and was informed that there was a processing backlog. They also advised that no verification was required at that stage. Despite this, I have still not received my funds or a clear timeframe for payment.

I have previously received successful withdrawals from the casino using the same payment method, so this delay is unusual. I have continued following up politely by email and live chat, but the issue remains unresolved.

I am submitting this complaint because the withdrawal delay has become excessively long and I would like assistance in resolving the matter and receiving my pending funds.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you are trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• When was the last time the casino communicated with you regarding the delay in processing your payments?
• How many withdrawal requests are currently pending in your account?

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,

Veronika

Hello Veronika,

Thank you for your response.

I mainly played 3/4 games i can mention the name 16 coins 3 egypt chest and 15 dragon pearls.

I did not use any bonus funds to accumulate the winnings related to these withdrawals.

The last communication I received from the casino was on 1 may 2026 through email, where I was informed that there withdrawal was still being processed by finance department and cannot provide any exact timeframe .

Currently, I have 3 withdrawal requests totaling AUD 1,600 pending approval. In addition, there is approximately AUD 27,465 still remaining in my casino account balance.

Dear chyapse

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, Martina (martina.b@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,

Veronika

Dear chyapse,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Realz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals have not yet been processed ?

Thank you in advance for providing the information.

Dear chyapse,

Once you have provided the casino with all the requested documents, please let me know.

Thank you very much in advance!

Dear Martina,

Thank you for your assistance.

I have submitted the requested verification documents and transaction history to the casino by email, including my identification documents, StepPay / Apple Pay virtual card ownership proof, Apple Pay transaction reference ending in 3735, and transaction statement.

I also clarified to the casino that there was a mismatch in the account details previously entered on my profile, and that my correct legal identity details are shown in the submitted government-issued documents under the name Prabin Chapagain and the submitted date of birth.

The deposits were made using a virtual Apple Pay / StepPay card, which may display different visible card digits from the Apple Pay transaction reference.

I am currently waiting for the casino’s review and response and happy to provide whether any other documents will be needed for additional verification.

Kind regards,

Chyapse

Dear chyapse,

We will wait for the casino’s response regarding whether the submitted documents are sufficient to complete the verification.

Dear Player,

We are pleased to inform you that your account has been successfully verified.

We have also forwarded your withdrawal requests from 27 April and 23 May for processing.

Once they will be processed, we will notify you.

Thank you for your patience while we dealt with your request.

Kind regards,

Realz Casino Team

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

Dear chyapse,

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,

Martina