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.