Sushi Casino - La retirada del jugador se ha retrasado.

The casino is lying and cheating shamelessly. First, I went through the verification process, and it was confirmed twice—after explicit inquiry—that my account was verified. Now, the casino has canceled my withdrawals without reason and is requesting additional selfies, which I have already sent. However, the casino has not verified them.

There was no explanation as to why the verification, which was confirmed twice, has now been revoked with flimsy excuses. As you can see from the screenshots, the casino provides nothing but lies and baseless arguments in the chat, clearly aiming to find any excuse to deny the payout of my funds.

Please, dear Casinogru team, help me—because otherwise these fraudsters will continue their scheme and scam hundreds of other players.

Dear MaxbetHunter,

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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

If you have been asked for a selfie as additional verification, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

• Could you please explain when was the last time you submitted a selfie with your ID to the casino for verification? Have you received confirmation whether it was approved or not?  

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

Best regards,

Tomas

I believe the core issue has been misunderstood, so let me clarify:

I submitted a photo that met all of the casino’s requirements. The casino confirmed my profile was verified — even after I asked specifically if anything might delay my payout. They assured me everything was in order and the payout would be processed soon.

A week later, the casino suddenly revoked the verification and asked for a new selfie. I provided one, again meeting all their requirements, and they re-verified my profile — even though this should not have been necessary.

This cycle has repeated: the casino verifies my profile, revokes it, then verifies it again — but never processes the payout.

In short: constant, meaningless verifications — and no payout. If CasinoGuru can’t help, this will likely continue. That’s why I’m reaching out.

Thanks for the explanation.

• Could you please share a screenshot of the verification status of your account?
• Could you please share any of the previous selfies you submitted that the casino didn't take into consideration or later rejected?
• Share the information here or send it to my email at tomas@casino.guru

Thanks in advance for your reply and cooperation.

Dear team, there is no selfie that the casino did not accept. They accepted the first one amd the second one I shared with them. And confirmed that my account is verified again and again. If it is still not clear: the casino is doing unnecessary verifications again and again for no reason at all…

Thank you very much, MaxbetHunter, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.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.

The casino has started paying out. €3,000 of €6,000 has been paid out. Please keep the complaint open until everything is paid.

Das Casino hat begonnen, zu zahlen. Es sind 3.000 von 6.000 € ausbezahlt. Bitte die Beschwerde geöffnet lassen, bis alles bezahlt ist.

Dear MaxbetHunter,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello,

Thank you for the opportunity to provide a response to this matter.

We recognize that timely access to your winnings is a fundamental aspect of your experience, and we are dedicated to managing such matters with the highest level of care and professionalism.

Upon further review, we can confirm that your account is verified, and your withdrawal requests have been acknowledged and are currently with the appropriate team. They will be reviewed in accordance with our standard business timeframes and processed in the order received. If you have any additional questions or concerns, please feel free to reach out to our support team via chat or email.

We believe these actions demonstrate our dedication and openness to a user-friendly experience.

Thank you for your understanding and cooperation.

Best regards,

SushiCasino Team

1. „They will be reviewed in accordance with our standard business timeframes and processed in the order received" —> Wrong! Instead of 72 business hours according to your own T&Cs between 2 withdrawals, you often need a week minimum and only pay after me chatting with your chat support. = Not the experience your players should have that you just pointed out in your statement.
2. "We believe these actions demonstrate our dedication and openness to a user-friendly experience." —> Nice that you believe that your service and behaviour is good. But as I have just shown: it is not. The player experience regarding verification process and payout times is just awful - the worst I have ever had in a casino.

Hello,

We understand how important it is for you to receive your winnings promptly, and we're committed to handling this with the utmost care and professionalism.

Please note that withdrawals are processed in the order they are received, in accordance with our daily limit of 600 EUR per day. We're happy to let you know that one of your withdrawals was approved today, and the remaining ones will be reviewed by our team over the next few business days, as per the limits.

We truly appreciate your feedback, and thank you for your understanding.

Best regards,

SushiCasino Team

Dear MaxbetHunter,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

There are still 600€ unpaid

Es sind immer noch 600€ nicht gezahlt

Dear MaxbetHunter,

please keep us updated when you receive the full amount of your funds.

I do this all the time, see above.

Das mache ich die ganze Zeit, siehe oben.

All withdrawals have been payed. Thank you for your great help, dear team!!

Dear MaxbetHunter,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru