EGB Casino - Игрок считает, что вывод его средств задерживается.

Withdrawal Delay and Unclear Verification Instructions - EGB.com - Seeking Assistance.

Dear Casino Guru Team,

I am submitting this complaint regarding delayed withdrawal processing at EGB.com and seeking your assistance to help expedite the resolution. I want to emphasize that I am willing to comply with all verification requirements and am giving the casino the benefit of the doubt, but the unclear instructions and timeline have raised concerns.

Account Details:

• Player since: 2015 (over a decade)
• Casino: EGB.com
• Total withdrawal amount pending: $6,088 USD

Timeline of Events:

December 4, 2025:

• Deposited $1,600 USD via Solana (crypto) - screenshot attached
• Played sports betting and poker, balance grew to $3,900
• Requested withdrawal - rejected due to turnover requirement
• Casino requested I wager additional $2,900 at 1.5 odds or casino with +points - email screenshot attached
• I found this requirement reasonable and complied

After meeting turnover requirement:

• Balance grew to $6,080
• Withdrawal option became disabled
• Contacted support to re-enable withdrawal

December 6, 2025:

• Withdrawal re-enabled after confirmation of meeting turnover requirement
• Requested withdrawal of $5,000 USD - screenshot attached
• Support indicated crypto withdrawals take 1-5 days

December 9, 2025:

• Requested second withdrawal of $1,088 USD - screenshot attached
• Stopped playing entirely, awaiting withdrawal processing

December 12, 2025 (Today):

• Received email rejecting withdrawal due to "account verification required"
• Email was in Russian language, requiring translation - translated screenshot attached
• No clear instructions provided on what specific documents are needed
• This verification request came 6-8 days after withdrawal requests
• Said to contact chat support, but chat support said to email [email protected]

My Concerns:

While I understand that large withdrawals may trigger additional verification (which is standard practice), I am concerned about:

• Unclear Instructions: The verification email provides no specific list of required documents
• Language Barrier: Receiving critical instructions in Russian when my account operates in English
• Timeline: The delay in requesting verification (6-8 days after withdrawal) rather than immediately
• Pattern: Withdrawal disabled → re-enabled → now verification needed, each adding delays

My Position:

I want to be clear that:

• I am fully willing to complete KYC verification
• I believe I completed verification years ago when I opened the account
• I understand the casino may need updated documents given the withdrawal amount
• I have proactively submitted: passport photo, selfie with passport, credit card statement, and withdrawal wallet screenshot (based on other complaints I reviewed)
• I have been a loyal customer for over a decade and have lost significant amounts at this casino - this is my first substantial win

What I'm Requesting:

• Clear, specific instructions in English on exactly what documents are needed
• Transparent communication on the verification timeline
• Assistance from Casino Guru to help expedite this process
• Fair treatment as a long-standing customer

I am giving EGB.com the benefit of the doubt and believe this may be a procedural issue rather than intentional stalling. However, the pattern of delays and unclear communication has made me concerned enough to seek your assistance.

I am prepared to provide any and all documents required immediately upon receiving clear instructions. I simply want a fair and transparent process to access my legitimately won funds.

Thank you for your time and assistance in resolving this matter.

Attached Screenshots:

• Deposit confirmation (December 4)
• First withdrawal rejection and turnover requirement email
• Withdrawal request #1: $5,000 (December 6)
• Withdrawal request #2: $1,088 (December 9)
• Verification request email (translated from Russian)

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 treekru,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Update:

I've submitted all the required documents. I'm just waiting for the verification result. 🤞🤞🤞

I haven't received any update since December 12, despite following up almost daily. When I reached out to chat support, I was told verification could take up to 30 days—which feels unreasonably long just to verify someone's identity. At this point, it's hard not to suspect they're stalling my cashout hoping I'll keep playing and lose my funds. The lack of communication and transparency is unacceptable.

Hello.

This is standart KYC verification, maybe will be some additional actions in this case.

User need wait an asnwer on email.

I understand it's a standard verification. I'm just hoping you are not intentionally stalling, that's all. I appreciate the response.

Dear treekru,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have not received my withdrawal. The casino recently asked me to send a video of myself opening my crypto wallet on my mobile device. I think to prove that I own the wallet. This requirement is unusual, though, as I've used the same wallet to deposit before and was able to withdraw from it as well. This was requested more than 1 week after I sent the initial documentation they asked for. At this rate, they're requesting 1 document per week, which is delaying the process unnecessarily. I am still hoping this will get resolved before the holidays.

Still waiting on my EGB funds. Was hoping to treat myself this holiday season, but looks like that's not happening. If anyone from EGB happens to see this, a little help with the verification and withdrawal process would be very appreciated.

Hello treekru,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I have just finished the video verification and is expecting the result of KYC tomorrow. I'm hoping the process will go smoothly from here on out so I can finally withdraw my money. I will be updating this thread with the result.

Dear treekru, thank you for your response. Do you have any updates for us in regards to the verification?

The security agent told me I would get the result maybe after a day after the zoom verification, but I still have not received any updates until now.

Still no update on the KYC.

Hello!

The verification process for your account has already been initiated and is currently under review.

At the moment, verification timelines may be slightly extended due to the holiday period and increased workload on the verification team. All documents are reviewed in order, without exceptions.

Thank you for your patience, and we apologize for any inconvenience caused.

Dear treekru, please let us know as soon as you have any updates regarding the verification process.