CasinoAndYou - Вывод средств игрокам задерживается и блокируется.

I had a bigger win on one of the plinko slots, a bet of 14,000 HUF fell into the 2501 odds, which is 35 million HUF, about 85,000 €, of which I lost almost half in a few moments thanks to Pragmatic play (the worst provider on this site too). Until then, I had a few withdrawals, mostly successful, but after the win, I wanted to withdraw them in installments, but all my attempts are still pending, 10 days of this, so on the first day they said they would process them in order and transfer them soon, instead 5 days ago they blocked all withdrawals citing a document check, which was interesting, it couldn't be done, but I could pay in unlimited amounts, so I lost another 21 million HUF, then I set up self-exclusion so I wouldn't lose my last money, although I already borrowed my last 10 million HUF loss because I thought the site would pay they will, I have 4'579'000 HUF on my balance, I couldn't even withdraw it, I don't know how legal it is that I don't pay it, I didn't get the total of 27.5 million HUF pending and the 4.6 million HUF, which is 32.1 million HUF (80,000 €) I just got a promise..they also said that it will take 8 days to check the amount, which they wrote before that they will directly prohibit me from requesting it again, but they didn't tell the truth, but 10 days have already passed, they wrote 3 days on the documents but 5 days have already passed since then, that's how it is, I have a feeling that they don't even want to pay the 32 million HUF withheld payments, and I lost more, so they would have a pretty nice profit on me even if they found out what I'm still owed, if I don't get it they will ruin my whole life, because I borrowed 10 million because I trusted them They will indeed be released soon as they promised to hold it for 2 days

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand your situation, may I kindly ask you a few clarifying questions?

• How many pending withdrawal requests are currently in your account, and when exactly did you submit them?
• Which documents have you already provided to the casino for verification?
• When was the last time the casino communicated with you regarding the investigation of your account?

Please avoid canceling your withdrawal requests and continuing to play, as this could result in losing your entire balance. If the balance is lost through regular gameplay, we will no longer be able to assist you.

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

2025.08.17-2025.08.20. If I remember correctly, there were 16 payments of varying amounts.. 5bd 3.55M... 5bd 1M... 1bd 0.6M... 2bd 0.5M... 2bd 0.3M... 1bd 0.1M... although this is 2 million less than what I wrote, but the casino will correct it, plus 4.579Million HUF in my account balance....On the 23rd at 0:53 I sent the photos of my driver's license, which I provided when registering, then they said 3 days, they didn't ask for any documents until then, there were payments

Dear Novcsi87,

We would like to inform you that your account has been successfully verified, and you can now proceed with your withdrawals. No further difficulties are expected with your requests.

Should you need any additional support, our customer care team is ready to assist you directly.

Thank you for your patience and cooperation.

The Betandyou Team

I would like to update that I managed to transfer the 4579000 HUF in my balance first, and I received it, so only the previously withheld funds remain.

I would like to ask the casino to place my previous withheld withdrawal requests on my balance so that I can request them again. The chat said that they did not see any changes to them, so they are still listed as having no status.. thank you

Dear Novcsi87,

Thank you for your update and for sharing the details of your case. According to our system, your withdrawal requests have been successfully processed on our side.

If you have not yet received the funds, we kindly ask you to contact our support team directly and provide screenshots or a bank/payment statement for the method used for the withdrawal. This will help our specialists investigate further with the payment provider and resolve the issue as quickly as possible.

We appreciate your cooperation and patience, and our team remains available to assist you until everything is fully resolved.

Sincerely,

The Betandyou Team

It's written wrongly by the system there, I just spoke to the chat service and I still have to wait, I don't understand why, but I still have to wait

I think my suspicions seem to be confirmed and the site really doesn't want to pay anymore, because I can't even log in to the site anymore.

It lets me log in again, almost all the money has been returned to my balance, but I can't withdraw it because it asks for identification documents again as an identified profile... I don't understand why the people on the site do this.

Dear Novcsi87,

Your withdrawal requests were temporarily placed on hold due to the substantial amount involved and the use of a less common payment method, which required an additional verification procedure in line with our internal policies.

We confirm that your account has now been successfully verified, and you may proceed with withdrawals without further restrictions. To ensure smoother processing and avoid potential delays in the future, we strongly recommend using Neteller for your withdrawals, as this method is generally faster and more reliable.

Should you encounter any difficulties, please contact our support team directly, and they will be glad to assist you.

We appreciate your patience and cooperation throughout this process.

The Сasinoandyou Team

I closed my Neteller account last time so that I wouldn't be able to deposit anymore, because I would have still played then, since there was no deposit fee, plus I once had a 1 million HUF transfer that you sent 1 month ago, but I still haven't received it, they are still investigating, I deposited with both of the bank card details I provided, it's in my name and I've already made a withdrawal for both, so Neteller withdrawal is problematic,

Moreover, I only had a virtual card on Neteller, which when I transferred to a bank card, they had to make 2 transfers plus a transfer fee to the card, which took 20% of my money in total... Neteller and similar are better for depositing because of the fee, but after withdrawal they deduct huge fees, so the card is better and more convenient.

Dear Casinoguru, thank you for the opportunity to try to get my money on your site, but unfortunately, as I felt, these are scammers, they do not pay.. today all pending payments became available and 28350000 HUF of the actual winnings were not paid.. apparently they lie all the time, they write once I identified myself then the site says to identify myself, but in the meantime they write here again that I am an identified profile, then they write here that all payments have started, in the meantime not one, then they put 22.8 million HUF back into my balance but I could not withdraw it, I could not log in and then I could again but the payment is also indicated with an identification error, in the end my balance currently shows 0 HUF... They have damaged 28.35 M HUF, which I will not leave at that and I will take the whole case to court, because it is not about 1-2 euros, I hope they will be punished accordingly to receive, because no one can get rich this way... they didn't have enough honor to say that the payment was prohibited but the amount that could have been paid should be returned because they committed such an irregularity that it was not possible to pay but it was possible to pay... and to the casino, I will demand not only the 28.3 M but also the 21 M paid amount through the court, plus a damage fee, so they will pay much more

Could you please clarify how the amount "disappeared" from your account? Did you play with your balance after the casino cancelled your withdrawal request?

When exactly was your payment cancelled?

Have you contacted customer support after discovering that your account balance dropped to zero?

Dear Novcsi87,

We would like to clarify the current status of your account. At this moment, your profile remains under verification, as the requested documents have not yet been provided. Until we receive the necessary documentation, we are unable to proceed with the release of any pending withdrawals.

As part of our standard AML (Anti-Money Laundering) procedures, all players are required to confirm the source of funds and verify their deposits. In your case, this also includes providing confirmation of deposits made via Neteller. These procedures are mandatory and are applied equally to all customers, regardless of the amounts involved.

Once the full set of documents is submitted and successfully verified, your withdrawal requests will be processed in accordance with our terms and conditions. We kindly encourage you to complete the verification process as soon as possible so that we can finalize your case.

We appreciate your understanding and cooperation.

The Casinoandyou Team

Dear Veronika, I haven't played but it shows 0 ft since yesterday's deposit...Tested casino, yesterday I immediately sent the requested documents by email to which I didn't receive any response, so that's not true, I didn't send it

The photos show that one side still has money on it at 7am, and at almost 8am the balance is 0 HUF...and the photo from the email to the casino shows that I sent it before midnight

Hello Novcsi87,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Have you received any response from the casino regarding the verification of your account in the meantime?

Has the balance been returned to your account?

Hello Veronika... I haven't received any response from them yet, neither by email nor by message on their website... I can access their website, but the balance is 0 HUF.

Dear CasinoAndYou representative,

Could you please provide us with more information regarding the player's account? Could you also kindly clarify why there is no balance in the player's account? Thank you 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.

Dear Casino Guru team,

Thank you for your message. At this stage, the player has already received full instructions and further steps directly by email. The case is currently under review, and the investigation is ongoing.

All relevant details and clarifications have been communicated to the player via the registered contact address. As soon as we have the final outcome, we will provide additional information.

Best regards,

CasinoAndYou Team

I received a promotional email yesterday, I haven't received anything else in the last month, except what I indicated here, that I sent documents, so if there was any since then I haven't received any of it in my email account, no instructions or anything else..not a single email

Thank you very much, Novcsi87, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Novcsi87 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CasinoAndYou for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Thank you very much Veronika, for your participation and help in the case!! Hello Péter, I also hope that this case, which has been dragging on for more than a month, will finally be resolved, because this waiting is nerve-wracking...if there is a chance, I would reach an agreement with the casino, if the site is interested...so that this case will finally be over and I can return the loan I requested, if they allocate 20M HUF of the money in it today, then I will give up the other 8.3M HUF...so I think they got a pretty fair offer, because I was able to pay in after the withdrawal was blocked and I lost that much, but I should have given the loan I requested because of the site a long time ago, so if you have this 20M HUF today, you can keep the rest

Dear player,

To make progress in your case, please follow the requirements of our Security Department. You can receive detailed instructions and continue the process by contacting [email protected].

Thank you for your understanding and cooperation.

CasinoAndYou Team

okay, but what instructions? I didn't receive any email about what I should do to finally close the case... I don't even understand why there are big prizes in the games, if a person gets a big prize once in their life, they don't get it... send me what I should do, but if I may ask, I don't receive the email every month, you are not only ruining people financially but also mentally.. I'm waiting for an email as soon as possible.. thank you

Dear Novcsi87, to receive the instructions, you are to contact the Security Department at [email protected]. Thank you for your understanding and cooperation!

Peter, I already did it yesterday, but they're not even responding... I don't understand what's the point of them lying here saying I received instructions, because when I ask, they don't even give them.

Dear Novcsi87,

Thank you for your message.

It seems that your previous emails might not have reached our Security Department. To ensure your request is received, please try contacting them again from a different email address at [email protected]

and include your account ID in the message.

This will help our team locate your case and provide you with the necessary instructions to proceed.

Thank you for your patience and understanding.

CasinoAndYou Team

I am registered here on casinoguru with this email address, you should definitely get this, this email address has been working flawlessly for years

Dear player,

Thank you for your update.

We confirm that your email address has been successfully changed and that our Security Department is in contact with you. The latest request from the team was to provide an additional document necessary to proceed with your case.

Please check your email inbox (including the spam or promotions folder) for the latest message from [email protected] and reply with the requested document. This will allow us to move forward with resolving the situation as soon as possible.

Thank you for your cooperation.

CasinoAndYou Team

Hello, I sent a reply at 12:41 Hungarian time (CET+2h), they asked for a screenshot of the email that my Neteller account was closed, I couldn't find it, but the customer service confirmed on the Neteller chat that the date was 25.08.2025. It was removed, and I forwarded the screenshot of that conversation to you, I'm waiting for your response.

Dear player,

Thank you for your message.

Please note that our team has already responded by your latest email. Kindly check your inbox (including the spam or promotions folder) for the reply from [email protected].

If you have any further questions, please do not hesitate to contact our Security Department directly via email.

Thank you for your cooperation.

CasinoAndYou Team

Hello, I received the last email 2 days ago, because it looks like they finally accepted the photo I sent. It said my data is being verified, I should wait for the answer.. I've been waiting since then and haven't received any other emails.. I hope they don't write again in a few weeks and come up with something else to stall for time.

Dear Casino representative, I don't want to seem impatient or intrusive, but could you please let the security department know that they shouldn't send a message every 1-2-3 weeks? They wrote me a week ago to wait for their response to the photo I sent, but why do you always have to wait so many days for what they want or something like that?..if you need anything else, write me and I'll do my best, if I've given enough information then I can finally get my money and close the case, because it's been dragging on for more than 2 months, which is a bit annoying...I hope it will be closed soon, just don't get 2 messages from them in 1 month.. thank you for your understanding

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.

Dear player,

Thank you for your message and for your patience.

Please rest assured that all relevant departments, including our Security team, have been informed about your concerns. Your comments have been taken into account, and the matter is under review.

Our Security Department will contact you directly once the next update is available.

Thank you for your understanding and cooperation.

CasinoAndYou Team

Dear Casino Representative, okay and thank you, but honestly tell me that I sent the requested photo almost 3 weeks ago, which I assume they looked at, because they wrote a response... but since then they have been looking at a photo, every day from a different angle, or can't they put together what Neteller customer service wrote? They've been dragging on and postponing the case for over 2 months, they always respond at the last minute here too, they just convince me, they encourage me, but mostly they ignore me and want to look at me like I'm stupid... this is no longer a concern, I'm sure of it, they don't even think about it at all, they give me money, they drag it out as long as they can, then they come up with some reason why they say I won't get it... this is all the game is going to come down to on your part... be straightforward, level-headed and say you don't want to pay, just don't look down on the person... please finally state your decision, what you see is fair and what isn't, don't waste time unnecessarily... thank you for your understanding

Dear player,

Thank you for your message.

Please rest assured that all departments involved in your case are fully informed about the situation and aware of the comments you have shared. We are doing everything possible to ensure that the matter is resolved as soon as possible.

Our Security Department will reach out to you directly once the review is completed.

Thank you for your patience and understanding.

CasinoAndYou Team

Dear casino, they always write this.. After 3 weeks, the security department wrote on Saturday, they asked for bank card documents confirming the deposit and since then they have not responded again, I wrote to them yesterday, feel free to write what else they need... I don't understand why they can't write down what they are asking for at once, why do they ask for something new after 2-3-4 weeks? They are constantly stalling for time to get involved in something, after almost 3 months we are almost where we started, it's a joke how it all goes

I'm sure they'll write the same thing here in a week, before their response time expires here that day...there aren't many cases resolved so slowly...hand it over to those professionals, they'll write what they want, but ask for it at the same time and as soon as possible, I hope you won't respond to this with your usual writing in a week,thank you

Dear player,

To ensure that all information is correctly synchronized in our system, please kindly provide the account ID and the email address registered in your casino account.

This will help us verify all details and make sure your case continues to move forward without delays.

Thank you for your cooperation.

CasinoAndYou Team

Dear casino representative, I hope you will be honest and admit that they do not want to pay, they just do not want to get a worse score here which will affect the assessment on the casinoguru site... I kindly ask you to make your decision today, this does not make sense, they only say the same thing every week, they asked for my identification number 1 week ago to speed up the process, compared to that I have not received a single message from you or the world's slowest security department yet.. their goal is clear to me, they are deliberately delaying the time, they deliberately do not write, do not respond... I think this says everything about your attitude to honesty... I hope many people will see this case and look for another honest casino site instead, they do not pay a larger amount, not to mention they broke the rules when they only withheld payments, but due to the desire for profit they allowed deposits completely until I excluded myself from the game.. please Don't waste any more time, because if 3 months wasn't enough, there won't be any more. I've been looking at this development several times a day for 3 months now and I'm already mentally exhausted from it. Thank you very much for your understanding.

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.

Dear player,

We understand how frustrating this situation is for you, and we want to assure you that your case is not being ignored. According to our information, our Security Department has sent you a request by email and is currently waiting for the required Neteller-related documents in order to continue the verification.

Please note that the team handling public reviews does not make payment decisions, but we are forwarding all your comments and doing everything we can from our side to help move the process forward.

As soon as the requested information is received, your case will proceed.

Thank you for your patience and understanding.

CasinoAndYou Team

I mean, are you expecting information from me about Neteller? Because I already sent them a message a month ago, I closed my account on 08.26, to which they replied, I'll wait for their reply, next they asked for bank card payment details, they got that too..what else do they need? Then write it down, because I'm not a mind reader, this is really unbelievable

Dear player,

Thank you for your message. Based on the information from the relevant department, an email with the required instructions was already sent to you, and they are currently waiting for your response regarding the Neteller-related verification.

If any part of the request is unclear, please continue the communication directly with the department handling your case. They are the ones who can provide you with precise guidance and confirm which documents are still needed.

We will continue to forward your comments, but all verification steps must be completed with the responsible team.

Thank you for being so cooperative.

CasinoAndYou Team

Dear representative, I would like to know, do you want to look stupid on purpose, or are you just people like that? We have been over the neteller issue for a long time, and even the payment certificate is for the bank card.. neteller photo that you asked for to prove that I opened my account was received long ago and they didn't even ask for another neteller, because next they asked for the wise card details.. the case dragged on for 1 week again, so you didn't do anything, just play nice in the eyes of others. Why do you have to constantly lie about emails? Don't you think it's disgusting to behave like this towards people? How do you think you're not giving away legitimate money? How dare you take a deposit then?? You are a disgrace, I am really fed up now.. write here what you asked for, don't email me, if I don't get it, write here, I will openly accept your messages, but it's pathetic that you write the same thing every week. That disgraceful department wrote 3 weeks ago about checking the proof of payment by bank card..they haven't responded to it since then..why do you have to do this??. I ask casinoguru not to extend the case time, but to make a decision in the meantime, because it's seriously a disgrace how they drag on for weeks and months, postponing the time

Dear player,

Let me clarify things as directly as possible.

I want to reassure you that your case is still being handled. The verification team is the one responsible for reviewing all documents and giving you the final update, so it’s important to continue communicating with them directly. Here on CasinoGuru, we can only pass your comments along, and we’ve been doing that to make sure nothing is overlooked.

All the instructions you needed were sent to your email. If something didn’t reach you or seemed unclear, the verification team can always resend or clarify it.

We also shared the situation with the CasinoGuru moderator so they can see that the process is active and moving forward.

This is the last message with the security department..I sent it too because they don't respond with the bank card I verified, and they haven't since..do you see the date? They haven't sent anything since then.

Please write here what you want and I will forward it to the security department by email. This is the clearest way to speed up the process and this way the casinoguru specialists can see that I am doing everything I can for the case.

Follow this instruction, please

but I already clarified this with them a long time ago that my neteller is permanently closed, they asked for an email confirming the closure, which I managed to get from neteller with great difficulty, I sent it on and then I had to confirm the wise account.. I thought we were over that, so they asked wise for the facts and the neteller was no longer attached here, which you mentioned.

Dear @Novcsi87,

We have received an update from the competent department, and their position as of today remains unchanged. The verification process cannot continue until the required Neteller information is provided. This is a standard part of the procedure, and without these details, the review cannot move forward.

To avoid delays, please continue communicating directly with the Security Department, as they are the only team who can review your documents and progress your verification.

Your case remains open, and once the requested information is submitted, the verification will proceed.

CasinoAndYou Team

I felt, I knew, that the whole thing was going to involve you in something and something that I can't do..I've never met such an inhuman, spineless company like the casino employees..I'll send it to the security guys, why didn't they ask when they blocked the payment? They know very well that I can't do this, since it's closed, but if there wasn't such a shameless company, then there's the email confirmation that they sent me, so the email address was mine... Aren't you ashamed of yourselves that you've dragged it out for another week and are doing it like a rat?? Dear casino, you're a disgrace to human society, pay what you owe immediately, fire the security department right away because they're miserable, miserable people..I'm not sending anything to those shameless people, I've already sent it and discussed it, I'm not starting the monthly message exchanges again

It's really unbelievable what you guys didn't allow yourselves to do? Do you know I'm allowing this? Definitely not, you guys are such a vile gang.

Dear CasinoAndYou Representative,

As the player has already explained on multiple occasions, they are unable to provide the requested document because the relevant account has been closed, potentially by the payment method operator themselves. As a result, the player no longer has access to the account or the ability to retrieve the documentation you have requested.

Given these circumstances, we kindly ask whether there are any alternative options or procedures that could be considered to move this matter forward. We would appreciate it if you could advise on any substitute documentation, verification methods, or additional steps the player could reasonably take in order to resolve this issue.

We remain keen to cooperate fully and are willing to provide any information or evidence that may be available to facilitate a fair and timely resolution. Please let us know how we may proceed.

Thank you for your time and assistance.

Dear Peter,

Thank you for the clarification.

Even if the Neteller account has been closed, there is still a way to obtain the required information. The player can contact Neteller customer support directly and request an official account statement for August in PDF format for the closed wallet. Neteller is able to provide such statements upon request, even after account closure.

This document would be sufficient for the responsible department to continue the verification and move the case forward.

Once it is obtained, please submit it to the Security team for further review.

We remain open to cooperation and will continue assisting within the established procedures.

CasinoAndYou Team

You are really so open to solving the case that I don't even understand why you are doing it, because you need to prove a deposit that you broke the rules with the one-way payment blocking, and then I did it, so it's not enough that the account was under continuous irregularities for almost 2 weeks, because your rules stated that if there is any suspicious money movement or similar, you can immediately stop all payments, deduct the value of the bonus or gift spins from the balance and transfer the rest to my account..compared to this, you blocked the payment in one direction, you didn't transfer the money but confiscated it and then weren't you ashamed to publicly shame yourselves for months? and to the super team that I had to spend 2 hours because of, I sent 2 screenshots with the transaction number on it 4 days ago, they said that based on the transaction number it would throw out that it was me...that's how open you are always? I will not let you drag out the time for 6 months so that something cannot be done if it does not work out here, because after all, the deadline for filing a complaint against Curacao casinos is 6 months. I would also like to publicly announce that I have contacted a company dealing with Curacao licensed casinos in the meantime. If we do not reach an agreement here, then let it continue. Those who are suing the players in the Hague court, whatever your reasons, I will get a penalty from the interest rate, and you may even have your license revoked plus legal costs. That is 2025. So from this year there will be serious strictures against casinos, which I think you know.. but I do not want to go that far, because it is still half a year away, but it is sure to be successful. On the other hand, I would like Casinoguru to be the place for the solution. I filed a complaint here and they have stuck by me so far, but I am waiting until Christmas here. I can do no more because of time, because 4 months have passed.

I would like to inform and at the same time ask the casino representative and the security department to let you know, enough of the time-wasting... I spent quite a bit of time on it and got what you asked for in pdf format, with all my data on it, for the requested period, about the neteller transactions.. I sent it on the 25th, they replied today that the transfers will be in pdf format from August 1-30th, the same 😂😂😂 Are the representatives really wasting their time so pitifully? I will not spend hours again trying to suck you up... they posted the photo here of what they are asking for and are leaning towards the solution process... they got it... finish this... I wrote to the individuals called their security department that neteller does not have a separate transaction request, but in the selected period, i.e. from August 1-30th, all other transactions would be placed on the requested page, and don't be angry, but I do not share my other banking activities or purchases with anyone, so I have identified what you asked for here as well If I need a different identification for my Neteller account, they say it's something new, or since I managed to identify everything, I'm waiting for the payment to be released...

Hello Novcsi87,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We would kindly ask whether either of the parties could provide us with an update regarding the current status of this matter. Any information you are able to share at this stage would be greatly appreciated, as it will assist us in assessing the situation and determining the appropriate next steps.