EGB Casino - 플레이어의 출금이 지연되고 제한되었습니다.

I registered in EGB casino in Late September 2023. I never made a single bet since that time as I found information that this casino was untrustworthy. 2 years I was getting a lot of advertising emails from this casino so finally I decided to gave them a try.

In November 2025 I made 3 deposits in crypto by 500 usdt each total of 1500 usdt. Deposits was made on 24-25th NOV 2025. I was playing some poker table game (not live). Game was far from 'fair' by feeling so I lost it almost all until I got some high-valued combination with large payoff. So my balance reached 1825 usdt with starting total balance of 1500 usdt. I tried to put all the money for withdrawal. Withdrawal was cancelled and verification requested. Since that time they ask for more and more documents each 24 hours dragging the time.

Up to this moment I have provided:

- passport photo;

- home address proof (bank statement);

- selfie with passport and paper with a text message thay asked to write with the current date;

- screenshot of last crypto-transaction from my wallet;

- screenshot of crypto-wallet with name on it (whatever that means for crypto wallet that meant to be anonimous with no name specified anywhere, this nonsense actually), so I send them some screenshot with wallet name that reflects my name and surname (first letter);

I never got any confirmations of the received documents or any warnings about something wrong with them. Just every 24 hours they request more and more paperwork. Verification status in my account is not clarifed. It takes a lot of time as all communication goes via email only with rare and seldom replies from casino side.

I'm a long-term online casino player so I know the process, but this looks excessive and looks like just a reason of not payback.

Finally on 27 NOV 2025 I got confirmation message from casino support that my account verified. But suddenly I lost access to the 'withdrawal' section in my account. All the site is fully accessible and functional including deposit section. But not withdrawal! Yet it was available just one hour before I got message from them. As soon as I got confirmation about verification completed - I no longer have access to 'withdrawals'. I tried 5 different browsers including mobile with same negative result. 

Finally they announced that withdrawal is limited because of no wager requiremets met. They put 4499 usd rollover to be able to withdraw. With the link to ToC where only line about wager says 'Considering the provisions of Sections 11 and 14 below we have the right to ask you to make a multiple turnover of the amounts of all of your deposits prior to requesting a withdrawal. The multiplier will be determined by us at our sole discretion on a case-by-case basis'. This is against a fair play policy as I don't know what rollover I must do before deposit. This is cheatimg practice. Mentioned Sections 11 says about 'PROHIBITED PRACTICES' but casino itself is using PROHIBITED PRACTICES against players. 

Also I been told I can play any casino games marked with 'points+' sign. I chose Casino Holdem Live that met mentioned condition and after completing the wager acces to withdraw section still was on hold. During rollover I won about 200 usdt more and made my balance to 2020 usdt.

No bonuses used, no VPN used, all my personal details provided, all wager done, all requests from their side fullfilled, I played games with low RTP (reported 92.7% and 98.5%) and still they stalling payment.

Answer to my support request stalling. Casino behaves in a manner that clearly shows their unwillingness to pay. Instead of providing clear instructions or just make a phone call and explain they dragging the time amd communicate in disrespectful manner.

I ask your help to resolve the issue and get back my funds, thanks!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear playbj,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been facing with your verification, wagering requirements, and access to the withdrawal section at EGB Casino.

To understand the situation more clearly and to move forward with the case, could you please clarify a few details for us?

• Did the casino ever provide a clear explanation of how they calculated the 4,499 USD wagering requirement?
• Could you share the exact text of the email in which they confirmed your verification?
• Could you please provide screenshots of your current balance, the wagering requirement shown in your account, and the missing withdrawal section?

If you have any of these details or any additional communication with the casino, you can forward everything directly to [email protected], and I will review the information thoroughly.

For future play, you can always check our list of recommended and well-rated casinos here:

👉 https://casino.guru/top-online-casinos#tab=RECOMMENDED

Just make sure to set your country preferences correctly so you see the most relevant options.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Thank you for publising my complaint. I sent you email message one day earlier:

Regarding my recently filed complaint. First of all I made typo in amount, actual amount 2020 (two thousand and twenty) usdt. Secondly I finally been contacted by their side and they opened my access to withdrawal section. So I was able to order withdrawal. But issue not resolved yet.

Wager requirement never been explained. I suppose this this is the sum of my 3 deposits by 500 usdt totalling 1500 usdt x3 wager. Yet first 2 deposits were lost, but I made next one before balance come to 0 so they can count it as 'no lost'. Well ok somehow standard prctice among online casinos. I asked them but never got answer.

Up to now 24 hrs after withdawal still under review, so no money received (status is 'Accepted'). Provided the time taken in overal and casino rating this takes too long. Here is some details:

Date/Time Payment # Payment system Instant Amount Status

28.11.2025 17:45:59 864493 All Сrypto (USDTB) $2,020.00 Accepted

25.11.2025 19:44:35 864059

All Сrypto (USDTB) $1,823.00 Denied

Withdrawal Statuses

In the withdrawal section, you can track the status of your requests:

Accepted – the request has been sent for processing and can be canceled.

In progress – the withdrawal is being processed, and the funds will be received shortly.

Completed – the transaction is complete, the money has been credited.

Denied – check your details or email, clarification may be required.

Canceled – the request has been canceled by you.

Dear playbj,

Thank you very much for the update and for providing all these additional details. I’m sorry I only saw your message after the complaint had already been published.

Please keep me informed about any further developments regarding your withdrawal request – especially if the status changes from "Accepted" to "In progress" or "Completed", or if the casino contacts you with any new information.

If you notice any delays, unexpected requests, or anything unusual on your account, feel free to share it here or forward it to [email protected] so I can review it fully.

Thank you again for your cooperation.

Hello, I am glad to inform that I finally received my cashout in full. It took almost one week to get money back most of amount were my deposits. It was really unpleasent. And actually I never going to play in this entity anymore.

I hope this public page influenced their decision.

Thank you!

Dear playbj,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru