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am filing a formal complaint against Realz.com regarding the intentional delay of my Jackpot winnings. Since April 3rd, three of my withdrawal requests (2,000 PLN each) remained in a "cancellable" status for 12 days.

​Today, after I informed the casino that I would be contacting regulatory bodies and ADR services, they suddenly approved one of the three pending withdrawals. This proves that their previous excuses—provided by agents regarding "technical limitations" and "only one withdrawal at a time"—were false and used as stalling tactics.

​Despite this partial payment, the casino is still withholding the remaining 4,000 PLN from my initial Jackpot win, plus additional funds I have since requested. The remaining balance is still marked as "cancellable," which I believe is a deliberate attempt to encourage me to gamble back my winnings.

​My account is fully verified, and the winnings are legitimate. I request mediation to ensure that Realz.com approves all my remaining funds immediately, just as they did with the first part once I issued an ultimatum. I have screenshots proving that their system is capable of processing multiple withdrawals simultaneously, contradicting their support's statements

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Dear KRIS0981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm which verification documents you have already submitted and when?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

Dear Petra,

Thank you for your assistance. Please find my answers to your questions below:

Have you succeeded in making any previous withdrawals?

This is my first attempt to withdraw funds from this casino. It is important to note that yesterday (April 15th), shortly after I informed the casino that I was filing a formal complaint with CasinoGuru, they suddenly approved my first transaction of 2,000 PLN. This proves that payments are technically possible and the account is functional.

Could you please confirm which verification documents you have already provided and when?

The casino has not requested any verification documents from me yet – my account status indicates that no additional verification is currently required. Furthermore, yesterday’s 2,000 PLN withdrawal was approved without any KYC requests, which confirms that the account is cleared for payouts. However, I am fully prepared to provide any necessary documents immediately if the casino requests them.

Did you accumulate your winnings with or without an active bonus?

My winnings were accumulated without an active bonus. I was playing exclusively with my own deposited funds (real money), and the amount comes from a "Grand Jackpot" win.

Additional crucial information:

Initially, the support team claimed technical issues were causing the delay. However, a support agent has now officially admitted in a chat (see attached screenshot) that the real reason was "a delay on the side of the Financial Department." I am attaching this screenshot as evidence of deliberate stalling tactics used by the casino to withhold my winnings.

Sincerely,

Krzysztof

I have full evidence from both Live Chat transcripts and email correspondence to support these claims.

I offered them an amicable settlement with a 2-hour deadline to resolve the issue, but they chose to ignore it. Instead, they continued to use stalling tactics by redirecting me to their support email—even though I had already sent several emails which remain unanswered. This clearly demonstrates a lack of good will and a deliberate attempt to delay my payout.

I am providing an additional, critical piece of evidence. In the casino's official Terms and Conditions, point 13.10 explicitly states that the company is registered with eCOGRA for independent dispute resolution and even provides eCOGRA’s physical address in London.

However, after verifying the official eCOGRA database of certified operators, I found that this casino is NOT listed.

This is a very serious matter. It appears the casino is using the eCOGRA brand and reputation in its legal terms to mislead players into a false sense of security. This goes beyond a simple payment delay—it is a significant transparency and compliance issue. I would like the mediator to take this into account as it further proves the casino's lack of good will and questionable business practices.

Despite my final ultimatum and pointing out the false eCOGRA claims in their terms, the casino support continues to use automated templates. They are now asking me to start a new complaint process via email that could take another 10 days, completely ignoring the ongoing mediation here on CasinoGuru. This is a textbook example of stalling tactics

The 2-hour deadline for my settlement offer has officially passed. The casino has failed to process the remaining 10,000 PLN or provide any meaningful response. Instead of resolving the issue, they continue to send automated email templates and ignore the serious evidence I provided regarding their false eCOGRA claims in their Terms and Conditions.

At this point, it is clear that the casino has no intention of resolving this amicably. I am now fully relying on the mediator's intervention to hold the casino accountable for these delays and their misleading regulatory claims. I will also be proceeding with a formal complaint to the relevant licensing authorities as previously stated.

Laila, you promised to check my account, but you pasted the exact same template Dawid sent an hour ago. This is the height of unprofessionalism and a blatant mockery of the customer. You only confirmed everything I wrote in my complaint against CasinoGuru – your support is a sham serving only to alienate players. I'm ending this conversation, see you before the mediator.

Laila, obiecałaś sprawdzić moje konto, a wkleiłaś dokładnie ten sam szablon, który wysłał Dawid godzinę temu. To jest szczyt braku profesjonalizmu i jawna drwina z klienta. Potwierdziłaś tylko wszystko, co napisałem w skardze na CasinoGuru – Państwa support to fikcja służąca wyłącznie do zbywania graczy. Kończę tę rozmowę, do usłyszenia przed mediatorem

Update: The fourth support agent finally confirmed that my formal complaints have been noticed and are being 'analyzed' by the relevant department. This proves that external pressure is working. I have ended the conversation and am now waiting for the final decision regarding my 10,000 PLN

Update. After a series of emails and filing a complaint here, the casino managed to withdraw money even on holidays. I do not recommend it at all.

Aktualizacja. Kasyno po serii e-mail i założeniu skargi tutaj potrafiło wypłacać pieniądze nawet w dni wolne. Nie polecam całkowicie.

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

Dear KRIS0981,

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