Complaint #17 Realz Casino

Delayed payout 5350

By S

1 month 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

Discussion

AskGamblers

• Support Team

1 week ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Realz Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

sidhusatvir5

1 week ago

Dear Realz Casino,

I just want to make it clear that I have supporting evidence regarding everything I have raised in this complaint, and I will provide it as soon as I am asked to do so.

I have documentation from my financial institution showing that I did not receive the full amount you claim was recovered through the chargebacks. I also have evidence concerning your payment processor and its position regarding the transactions being related to gambling.

Please let me know whether Realz intends to pay the remaining amount that I believe is still owed. If you do not intend to make any further payment, I respectfully ask that you clearly state that position in this thread so that I can provide my supporting evidence to AskGamblers for review.

I am prepared to provide the relevant documentation and allow the evidence to speak for itself.

Thank you for your time.

Sincerely,

sidhusatvir5

1 week ago

Dear Realz Casino,

Thank you for the update.

I would like to clarify that I have not received any additional evidence or documentation from Realz Casino by email. It appears that the additional evidence was sent to AskGamblers directly, rather than to me.

Your previous response stated that you would provide an official and comprehensive update regarding my case. If additional evidence is now being relied upon in relation to my outstanding balance, I respectfully request that the same evidence be provided to me as well so that I can review it and respond accordingly.

I believe it is important that I have access to the evidence being relied upon in determining the outcome of my complaint, particularly given the amount of time this matter has already been ongoing.

Please confirm whether the evidence was actually sent to my registered email address and, if not, kindly provide me with a copy.

Thank you.

Kind regards,

Realz Casino

• Representative

1 week ago

Dear Askgamblers,

Thank you for your patience!

Please be informed that we have sent you additional evidence regarding this case to your email.

We are looking forward to your review.

Best regards,
Realz team

Realz Casino Complaint Stats

Resolved 8 / 8

Avg. Amount $9,591

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

Realz Casino Complaints

See all complaints for this casino

8 days and still no withdrawal

I am extremely disappointed with my recent experience at Realz Casino.

I requested a €1,000 withdrawal over eight working days ago. Realz advertises that withdrawals are processed within three working days, yet my funds remain unpaid.

I have contacted customer support numerous times and, on every occasion, I have been told exactly the same thing—that my withdrawal is in the “final stages of processing.” Despite these repeated assurances, no one has been able to explain why my withdrawal is delayed or provide a realistic timeframe for payment.

What makes this even more frustrating is that I have withdrawn from Realz many times in the past without any issues, and I was previously a VIP member. Based on my history with the casino, I expected far better communication and customer service.

At this stage, the lack of transparency and failure to honour the advertised withdrawal timeframe has left me with little confidence in the operator. I have now submitted a formal complaint and am escalating the matter to the relevant dispute resolution service in the hope of finally receiving my funds.

I will update this review if Realz resolves the issue promptly. Until then, I believe potential customers should be aware of my experience before depositing.

Resolved

€1,000

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.

Resolved

€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