Complaint #2 Realz Casino

Delayed withdrawal and additional KYC requirements

By Tiffany-Kim B.

4 months ago

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.

Disputed Casino Realz Casino

Reason Verification issues

Amount €38781

Discussion

48 hours left for Beruska5 to respond.

Realz Casino

• Representative

1 day ago

Dear Beruska5,

We are writing to inform you that your withdrawal requests has been successfully processed and completed. The funds have now been released to your selected payment method.

Please note that processing times may vary depending on your financial institution.

Kind regards,
Realz Casino Team

Beruska5

• Czech Republic

3 days ago

Good day,
I am still waiting, but I assume that tomorrow, the 1st, at least some withdrawals will be approved, just as they were last month. On the 1st, withdrawals that had been pending for three weeks were approved, even though the withdrawal limits had not been exceeded.
Thank you, and have a nice day.

AskGamblers

• Support Team

4 days ago

Dear Realz Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Realz Casino

• Representative

1 week ago

Dear Beruska5,

We are writing to inform you that we have escalated your pending withdrawal requests to our finance team for priority processing.

Our team is currently working on this as a matter of urgency. As soon as the transaction has been successfully processed on our end, we will send you a follow-up notification.

Thank you for your patience and understanding.

Best regards,
Realz Casino Team

Realz Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $2,228

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Realz Casino Complaints

See all complaints for this casino

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.

76h left

€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