Complaint #17 Realz Casino

Delayed payout 5350

By S

1 week ago

I am submitting this complaint regarding an outstanding withdrawal from Realz Casino that has remained unresolved for several months.

My complaint originally began in February after I experienced issues receiving my withdrawal. Since then, I have received numerous and conflicting explanations from the casino regarding the remaining balance.

Initially, I was advised that my withdrawal was being processed. Later, multiple support agents informed me that the remaining balance had been verified by the finance department, was in the final settlement queue, and would be paid. Despite these assurances, I did not receive the remaining funds.

More recently, I contacted the casino again and was informed by a live chat agent that the relevant department had confirmed that both withdrawals had been sent successfully and that I should contact my bank to locate the funds.

However, when I requested the transfer details that my bank requires to trace an incoming payment—such as the transfer date, payment reference, transaction or trace number, or proof of payment—the casino did not provide any of this information.

As a result, I am left in a position where the casino continues to state that the payment has been sent, yet I have not received the funds and have not been given any evidence that would allow my bank to investigate the alleged transfer. The total is $5,350 remaining.

This matter has now been ongoing for several months, and I am requesting AskGamblers’ assistance in obtaining either:
1. Payment of the outstanding balance; or
2. Documentary proof that the payment was sent, including sufficient transfer information for my bank to trace it.

I am happy to provide supporting evidence, including live chat transcripts, emails, and screenshots documenting the casino’s statements throughout this matter.

Thank you for your time and assistance.

Disputed Casino Realz Casino

Reason Delayed payment

Amount $5350

Discussion

sidhusatvir5

4 days ago

Dear Realz Casino,

Thank you for your response.

However, my question has not been answered.

I am specifically asking why multiple members of your support team previously confirmed that the remaining 5,350 CAD was being processed, verified, and awaiting settlement. I also provided screenshots of these conversations.

Could you please confirm whether the relevant department has reviewed those screenshots and explain why your representatives provided those updates if your current position is that no further payment is due?

I would appreciate a response addressing this specific question rather than a general update that the matter is under review.

Thank you.

Kind regards,

Realz Casino

• Representative

4 days ago

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,
Realz Casino Team

sidhusatvir5

1 week ago

I would also like to ask for clarification regarding the previous communications from your own support team.

On AskGamblers, your current position is that the remaining 5,350 CAD was deducted due to chargebacks. However, your live chat representatives previously advised me that the remaining amount was being processed and that it was in the final queue awaiting settlement.

Have you reviewed the screenshots of these conversations? Your own support agents confirmed that they were referring to the remaining amount, not the payment that had already been completed.

Can you please clarify how these statements align with the current position that no further payment is owed? I would appreciate a clear explanation as there appear to be conflicting messages from Realz Casino representatives.

sidhusatvir5

1 week ago

Dear AskGamblers Team,

As a follow-up, if required, I am more than willing to provide any documentation from my bank relating to these chargebacks and their outcomes.

I can submit statements, dispute correspondence, and any other relevant records that demonstrate the actual outcome of the disputes. I believe this documentation will assist in establishing whether the 5,350 CAD was in fact recovered through my financial institution, as stated by the casino.

Please let me know if you would like me to provide this documentation, and I will be happy to submit it for your review.

Kind regards,

LK

Realz Casino Complaint Stats

Resolved 5 / 6

Avg. Amount $9,493

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

Realz Casino Complaints

See all complaints for this casino

Unpaid payments

“Hello, I have repeatedly requested—through both email and live chat—the payment of the withdrawals I made on June 24, 25, and 26. However, to this day, I have received neither a response nor any payment. This situation is unacceptable, especially considering that your terms of service clearly specify much shorter processing times.

79h left

€20,500

Casino doesnt pay my cashout

Realz has cancelled my 122€ cashout now three times. I have made my 1st attempt 12 days ago. Seems impossible to get my money from them. Support doesnt help at all. They just give some runaround answers and only says that I should make cashout again. I have deposited directly from my bank and also tried same method to cashout.

Resolved

€122

Delayed withdrawal pending for over 4 days

I am submitting this complaint because my withdrawal at Realz Casino has been delayed well beyond the stated processing time.

I requested my withdrawal on 22 June 2026. The casino's customer support informed me that the withdrawal processing time is 0–3 days. That timeframe has now passed, but my withdrawal is still pending.

I have contacted customer support several times. First, I was told that there was a backlog and that my withdrawal would be processed as soon as possible. Today I contacted them again, and I was only told that my request is "at the top of the queue" and will be processed soon. Despite this, I have not received any explanation for the delay or any estimated time when my withdrawal will actually be processed.

I have fully cooperated with the casino, and no verification issues or other problems have been communicated to me.

I am simply asking the casino to process my withdrawal without any further unnecessary delay. I kindly request that AskGamblers assist me in resolving this matter.

Thank you for your assistance.

Resolved

€500

Delays small withdraw

Hello askgamblers team! I would be grateful if you could help.

I have made several small deposits of 10-30e to Realz casino. I won 470e on my first deposit. I cancelled the first deposit bonus and have been playing with real money balance.

My 470e withdrawal has been processing for a week now. Live chat only gives me generic answers. This company clearly has a habit of delaying withdrawals. I would like to be able to contact them through this complaint to process the withdrawal.

Resolved

€470

3 weeks delayed payment

Usually, online casinos payout wins within 24-48 hours. This one is still processing.

I won’t 6K + when I went to withdraw was told I'm only able to withdraw 1k at a time. I don’t understand?

But if I were to deposit 6K, It would take it all at once. Why can’t it be the same with withdrawal??

March 11th: requested withdrawal.

Between March 11th and March 19th, every couple of days I would go on the Live chat to ask for an ETA on the withdrawal. Was told to be patient and the fund would be out.

March 20th: I emailed asking for an ETA - Got a reply saying that my request was cancelled by my payment provider.

If it was cancelled, why was I not notified so I could try another way of withdrawal?

So I cancelled that request and tried another payment method, which I was told would start the withdrawal process AGAIN. So what? Another 2weeks of waiting??

Kept getting told that the finance team is handling it.

I then asked if there was a way for me to upload my documents for verification so that the withdrawal process wouldn’t be delayed further, and I was just told to be patient.

Resolved

$6,000

Delayed withdrawal and additional KYC requirements

Dear AskGamblers Team,

I would like to file a complaint against Realz2.com regarding prolonged verification procedures and the delay in processing my winnings in the amount of 940,001.50 CZK (approximately 38,781 EUR).

The casino is operated by Dreamline Ventures SRL and, according to the information published on its website, operates under a license issued by the Tobique Gaming Commission.

Timeline of events

26 December 2025 – I submitted my first withdrawal request. During the live chat, I was informed that the funds would be processed and that KYC verification was not required at that time.

Early January 2026 – After several days without any progress on my withdrawal request, I contacted customer support via email and voluntarily provided complete documentation for identity verification (ID, selfie, payment card, and proof of address).

10 January 2026 – I was allowed to upload all KYC documents directly into my account.

22 January 2026 – The casino requested re-upload of my payment card and proof of address, which I promptly provided.

30 January 2026 – I submitted a bank statement as additional proof of address.

2 February 2026 – My account was restored, and I uploaded the official document from the population registry.

13 February 2026 – The casino additionally requested a tax document issued within the last 6 months.

During live chat communication on 13 February 2026, I was informed that the requested tax certificate must not be older than six months. At the same time, I was not told whether the submitted document would be accepted or why the previously provided documents were insufficient.

The request for a tax document is problematic because tax returns are filed annually, and it is not possible to submit a new tax declaration before the winnings are paid out. This requirement was not mentioned at the beginning of the verification process and was introduced only later.

I fully understand and respect the casino’s obligation to conduct KYC and AML checks. However, in this case, the verification requirements have been progressively expanded without clear and specific justification, resulting in significant delays. As of today, more than seven weeks have passed since my initial withdrawal request.

Additional information

All winnings were obtained using real money.

No bonuses were used.

No casino rules were violated.

I have all supporting evidence, including email correspondence and live chat screenshots.

Please note: All sensitive account information (full name, registered email, KYC documents) is included in the attached private files and is visible only to the AskGamblers complaints team and the designated casino representative.

Requested resolution

I kindly request AskGamblers’ assistance in:

Ensuring the verification process is completed fairly and proportionately.

Processing the withdrawal of 940,001.50 CZK without further unreasonable delays or additional unjustified documentation requirements.

I can provide additional supporting evidence if required, but these files are private.

Thank you for your assistance in resolving this matter.

Resolved

€38,781