What Happened
A player from Mexico says KatsuBet approved their documents but kept sending a 50 EUR withdrawal back for more checks, around eight times, and then demanded a selfie holding their ID and a handwritten note on a full, untorn sheet of lined paper with their elbow, shoulder and hand all visible. A few days into the complaint they reported that the withdrawal was refused and 46 EUR taken, leaving 4 EUR. The casino was never asked for its side.
How It Developed
- 2026-09-20Complaint opened. The mediator's automatic reply asked the player to wait 14 days from the withdrawal request.
- 2026-09-23The player said the withdrawal had now been denied and almost the whole balance removed.
- 2026-10-09The mediator asked whether a bonus was involved, which games were played, for a screenshot of the casino's reason for taking the 46 EUR, and whether the full-sheet selfie had ever been passed.
- 2026-10-18The player said they had lost trust in Casino.guru as well and would not continue.
- 2026-10-22The mediator closed the complaint at the player's request.
Abandoned
The player asked to drop the complaint before answering the mediator's questions, so the 46 EUR deduction was never put to KatsuBet.
What Helped
Nothing was tested. The mediator noted the selfie had been turned down because the whole sheet and the arm were not in the frame. Retake it exactly as described, and if money is then taken, screenshot the casino's stated reason, because that is what the mediator needed and never got.