EGB Casino - Играчът вярва, че изтеглянето се бави.

Withdrawal Delay and Unclear Verification Instructions - EGB.com - Seeking Assistance.

Dear Casino Guru Team,

I am submitting this complaint regarding delayed withdrawal processing at EGB.com and seeking your assistance to help expedite the resolution. I want to emphasize that I am willing to comply with all verification requirements and am giving the casino the benefit of the doubt, but the unclear instructions and timeline have raised concerns.

Account Details:

• Player since: 2015 (over a decade)
• Casino: EGB.com
• Total withdrawal amount pending: $6,088 USD

Timeline of Events:

December 4, 2025:

• Deposited $1,600 USD via Solana (crypto) - screenshot attached
• Played sports betting and poker, balance grew to $3,900
• Requested withdrawal - rejected due to turnover requirement
• Casino requested I wager additional $2,900 at 1.5 odds or casino with +points - email screenshot attached
• I found this requirement reasonable and complied

After meeting turnover requirement:

• Balance grew to $6,080
• Withdrawal option became disabled
• Contacted support to re-enable withdrawal

December 6, 2025:

• Withdrawal re-enabled after confirmation of meeting turnover requirement
• Requested withdrawal of $5,000 USD - screenshot attached
• Support indicated crypto withdrawals take 1-5 days

December 9, 2025:

• Requested second withdrawal of $1,088 USD - screenshot attached
• Stopped playing entirely, awaiting withdrawal processing

December 12, 2025 (Today):

• Received email rejecting withdrawal due to "account verification required"
• Email was in Russian language, requiring translation - translated screenshot attached
• No clear instructions provided on what specific documents are needed
• This verification request came 6-8 days after withdrawal requests
• Said to contact chat support, but chat support said to email [email protected]

My Concerns:

While I understand that large withdrawals may trigger additional verification (which is standard practice), I am concerned about:

• Unclear Instructions: The verification email provides no specific list of required documents
• Language Barrier: Receiving critical instructions in Russian when my account operates in English
• Timeline: The delay in requesting verification (6-8 days after withdrawal) rather than immediately
• Pattern: Withdrawal disabled → re-enabled → now verification needed, each adding delays

My Position:

I want to be clear that:

• I am fully willing to complete KYC verification
• I believe I completed verification years ago when I opened the account
• I understand the casino may need updated documents given the withdrawal amount
• I have proactively submitted: passport photo, selfie with passport, credit card statement, and withdrawal wallet screenshot (based on other complaints I reviewed)
• I have been a loyal customer for over a decade and have lost significant amounts at this casino - this is my first substantial win

What I'm Requesting:

• Clear, specific instructions in English on exactly what documents are needed
• Transparent communication on the verification timeline
• Assistance from Casino Guru to help expedite this process
• Fair treatment as a long-standing customer

I am giving EGB.com the benefit of the doubt and believe this may be a procedural issue rather than intentional stalling. However, the pattern of delays and unclear communication has made me concerned enough to seek your assistance.

I am prepared to provide any and all documents required immediately upon receiving clear instructions. I simply want a fair and transparent process to access my legitimately won funds.

Thank you for your time and assistance in resolving this matter.

Attached Screenshots:

• Deposit confirmation (December 4)
• First withdrawal rejection and turnover requirement email
• Withdrawal request #1: $5,000 (December 6)
• Withdrawal request #2: $1,088 (December 9)
• Verification request email (translated from Russian)

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 treekru,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Update:

I've submitted all the required documents. I'm just waiting for the verification result. 🤞🤞🤞

I haven't received any update since December 12, despite following up almost daily. When I reached out to chat support, I was told verification could take up to 30 days—which feels unreasonably long just to verify someone's identity. At this point, it's hard not to suspect they're stalling my cashout hoping I'll keep playing and lose my funds. The lack of communication and transparency is unacceptable.

Hello.

This is standart KYC verification, maybe will be some additional actions in this case.

User need wait an asnwer on email.

I understand it's a standard verification. I'm just hoping you are not intentionally stalling, that's all. I appreciate the response.

Dear treekru,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have not received my withdrawal. The casino recently asked me to send a video of myself opening my crypto wallet on my mobile device. I think to prove that I own the wallet. This requirement is unusual, though, as I've used the same wallet to deposit before and was able to withdraw from it as well. This was requested more than 1 week after I sent the initial documentation they asked for. At this rate, they're requesting 1 document per week, which is delaying the process unnecessarily. I am still hoping this will get resolved before the holidays.

Still waiting on my EGB funds. Was hoping to treat myself this holiday season, but looks like that's not happening. If anyone from EGB happens to see this, a little help with the verification and withdrawal process would be very appreciated.

Hello treekru,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I have just finished the video verification and is expecting the result of KYC tomorrow. I'm hoping the process will go smoothly from here on out so I can finally withdraw my money. I will be updating this thread with the result.

Dear treekru, thank you for your response. Do you have any updates for us in regards to the verification?

The security agent told me I would get the result maybe after a day after the zoom verification, but I still have not received any updates until now.

Still no update on the KYC.

Hello!

The verification process for your account has already been initiated and is currently under review.

At the moment, verification timelines may be slightly extended due to the holiday period and increased workload on the verification team. All documents are reviewed in order, without exceptions.

Thank you for your patience, and we apologize for any inconvenience caused.

Dear treekru, please let us know as soon as you have any updates regarding the verification process.

Hello EGB Representative,

I'd like to request for an update regarding my verification. It's been more a month and this is still ongoing. I hope you would try to utilize new technology because nowadays even the strictest bank in my country can do KYC in less than 5 minutes. Just a suggestion.

Hello,

I'd like to update this complaint that the KYC is complete. However, EGB removed all the cashout methods that are not P2P. This means my crypto withdrawals, skrill and other non-P2P which I've used as deposit method are not available to use. This is the same as saying they don't want me to cash out money because cashing out 6k usd via P2P is going to take years on their website. This is not acceptable. Please assist.

This is unacceptable.

Please help us get our money. This site has been endorsed by top esports team before i thought they would at least have some sort of legitimacy, but no they're just another scam site. I've been playing on a scam site for a decade now and I'm just finding it out now because I won more than what they expected. ***? I can't even withdraw the money I deposited?

Dear treekru,

It's important to understand that the casino doesn’t have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn’t necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.

Could you please advise if you have been informed about any alternative methods to withdraw your winnings?

Thank you in advance for your response.

That was not an issue when I was losing money or winning just below 1k usd. I've used these withdrawal options before. And no, I've not been offered an alternative to the P2P options, which, again, feels weird to me because it feels like they want users to pay me instead of them.

I need them to offer me a non-P2P method, at this point I don't even care which one I just want to get my money.

I am reaching out to request Casino Guru's assistance in resolving a withdrawal issue.

I have made two separate attempts to enable cryptocurrency withdrawals on my account. Both times, I received the same generic response stating that this method is "temporarily unavailable"—with no further explanation or timeline provided.

What concerns me is that I have successfully used this withdrawal method multiple times in the past without issue. The timing of this restriction—coinciding with a recent win—raises questions about whether this is a genuine technical limitation or a delay tactic.

I would appreciate Casino Guru's help in facilitating communication with the casino to:

• Clarify why this withdrawal method is no longer available on my account
• Obtain a concrete timeline for when it will be re-enabled, or
• Provide an alternative withdrawal method with equivalent processing time

I am eager to resolve this promptly and withdraw my funds. Thank you for any assistance you can provide.

Dear Treekru, thank you for your response. I regret to inform you that, as previously stated, we are unable to mandate the casino to offer specific payment methods.

I can only recommend reaching out to the casino and withdrawing your funds by alternative options. Should you face any other issues, please let me know. Otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Hello,

I have the same complaint as https://casino.guru/complaints/egb-casino-player-s-withdrawal-is-delayed-and-account-1

Why am I being treated unfairly? Why are you siding with the casino not allowing me to withdraw my money?

Dear EGB Casino, could you please confirm whether the unavailability of the payment method is only temporary? Alternatively, could you please advise on how the player should proceed with their withdrawals?

Hello!

As I can see user actively withdrawing his winnings via available withdraw options.

I was able to withdraw $200 out of $6.3k dollars in 3 months. I'm barely able to withdraw my winnings. Your withdrawal methods are useless.

Enable my skrill or crypto withdrawal. Why are you hiding it from me? The other withdrawal options you enabled are not valid at all. Give me at least my deposit back using the same method I used and it should come from you not from other people's deposit. Why are you making this hard?

Enable crypto or skrill withdrawal. I promise I will only withdraw $500 per month to give you time to replenish your funds. Just let me freaking withdraw my money!

Dear treekru,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello there,

Thank you treekru for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask EGB Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Unfortunately, we have no control over peer-to-peer methods. They operate on the principle of interaction between users. We hope that the user will receive their funds soon.

The casino's response is inadequate and misleading. Let me address this directly.

You do have control over my withdrawal options.

I deposited via cryptocurrency. The crypto withdrawal option was previously available on my account and I have used it successfully in the past. It was removed after my KYC was completed — coincidentally right when I had $6,000+ to withdraw. This is not a "peer-to-peer" issue. This is the casino selectively disabling a withdrawal method it previously offered.

I'd like to ask the casino to answer the following questions for the record:

1. Since I opened this complaint (December 12, 2025), how much have I actually been able to withdraw out of my $6,000+ balance?

2. What specific withdrawal options are currently enabled on my account, and can you explain how each one works — including expected processing times?

3. I currently have withdrawals sitting "In Progress" with zero movement. How long have they been in that status, and what is causing the delay?

4. Why was the crypto withdrawal method — which I used to deposit and have previously used to withdraw — removed from my account?

To Peter and the Casino Guru team: I have been trying to withdraw my funds for over three months. I've completed every verification step they asked for, including a Zoom call. After all of that, the casino removed the only viable withdrawal methods from my account and replaced them with peer-to-peer options that rely on other users — through which I've managed to withdraw roughly $200 out of $6,300 in three months.

The casino keeps responding with variations of "there's nothing we can do, the user needs to wait." But there is something they can do: re-enable the crypto withdrawal method that was available on my account before I won. Their refusal to do so, combined with the pattern of delays throughout this entire process, strongly suggests bad faith.

Lastly, to the Casino Guru team: we are going in circles. Every time the casino is asked to respond, they provide a non-answer that adds another week of delay. Three months of this is more than enough good faith on my end. I respectfully ask that if the casino cannot provide a concrete resolution — specifically re-enabling a direct withdrawal method — this complaint be closed as unresolved and reflected in their rating accordingly.

Thank you to both parties for the update.

Dear EGB Casino representative, could you clarify why the player is unable to use the same method for withdrawal as they used for deposit? If needed, you can forward any relevant information to my email. ([email protected]) Thank you in advance for your cooperation!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

As we have not received any new updates from the casino, I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter