PlayFast Casino - A retirada do jogador foi adiada.

Good day

I registered with the playfastcasino site on February 24th, 2022 and have also deposited and played money more often. My deposits have totaled €500-600 so far

Yesterday I also deposited money again with a bonus of 25% and I have implemented the bonuses I have now come to a profit of 3000€ I can also withdraw according to the site, but when I go to withdraw it gives me a problem message and I should report me to the service.

On March 11th, 2022 I uploaded all my data ID documents bank and proof of address for the account verification on the page and also sent it again as an email to but there has been no response so far. There is a chat offered where you can go on it but that's it man can't chat. Now I have gels on the Internet that these casino providers could make a promenade with the payout. My request would therefore be if you can help me with my payment.?

Kind regards

ismail g*****

Guten Tag

ich habe mich am 24.2.22 bei der Seite playfastcasino registriert und auch öfters Geld eingezahlt und gespielt meine Einzahlungen betragen insgesamt in der Zeit bis jetzt 500-600€

gestern hab ich auch wieder Geld eingezahlt mit neM Boni von 25% und ich habe den Boni umgesetzt ich bin jetzt auf 3000€ Gewinn gekommen ich kann auch auszahlen laut der Seite, aber wenn ich auf auszahlen gehe gibt der mir eine Problem Meldung und ich soll mich an den Service melden.

ich habe am 11.03.2022 meine ganzen Daten Ausweis Dokumente Bank und Adress Nachweis für die konto Verifizierung auf der Seite hochgeladen und auch nochmal als Mail an die geschickt aber es ist bis jetzt keine Rückmeldung gekommen. Da wird ein Chat angeboten wo man drauf gehen kann aber das war’s auch Mann kann nicht chatten . Jetzt hab ich Gelsen im Internet das diese Casino Anbieter promenieren mit der Auszahlung machen könnte. Meine Bitte wäre daher ob sie mir helfen können mit meiner Auszahlung.?

Mit freundlichen Grüßen

ismail g*****

Dear Ismail,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. However, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you for your understanding.

Best regards,

Petronela

Hi there,

I got a reply from playfast casino yesterday. That my documents have arrived and will only be processed on Monday, since they probably don't work at the weekend. However, one has me in the

told live chat that I can only withdraw a maximum of €1000 and first have to wait until the money is in my account so that I can withdraw another €1000 and then wait again and withdraw €1000 again. Is something like that correct?

Why can't I just withdraw all my money at once?

Kind regards

ismail

hallo,

ich habe gestern eine Antwort von playfast Casino bekommen. Das meine Dokumente eingegangen sind und die erst Montag bearbeitet werden, da die wohl am Wochenende nicht arbeiten. Allerdings hαt maN mir im

livechat mitgeteilt das ich maximal nur 1000€ abheben kann und erst warten muss bis das Geld auf mein Konto ist damit ich weitere 1000€ auszahlen lassen kann und dαnn wieder warten und wieder 1000€ Auszahlen. Ist sowas richtig ?

wieso kann ich nicjt einfach mein gesamtes Geld auf einmal auszahlen lassen ?

Mit freundlichen Grüßen

ismail

I have checked the general terms and conditions and this is what I found:

"62.8 If the User has requested a withdrawal in the amount of 1,000 Euros or more (or the equivalent in another currency at the interbank rate), Company pays a commission on the transfer and subsequent operations of withdrawals in the given calendar month. Otherwise, the commission is paid to the bank by the User. Maximum withdrawalable amount over a 24-hour period is 1000 Euros (or the equivalent in another currency at the interbank rate) subject to its payment provider's specific limits. For winnings over 10,000 Euros, the payments will be done in equal monthly instalments."

Please understand that it is nothing unusual to have a bigger payment split into several smaller installments. Please keep me informed about any further developments.

Thank you very much in advance.

Ok great thanks for the info 👍🏾

Ok super vielen Dank für die Info 👍🏾

No problem. I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

How can I personally send you the email from playsafe casino?

they only accepted my ID because of the verification

I sent them my bank card

and my employment contract which was extended last month which also shows my address which they also ask olayfsst casino for but these were not accepted. I have the feeling that they are doing this extra so that I can gamble away my credit. I have the feeling they delay the verification 😕

where can I send you the documents that I sent to playsafe Casino so that you can check if the documents are ok?

Kind regards

ismail

Wi kann ich ihnen persönlich die email von playsafe Casino zusenden ?

die haben wegen der Verifizierung nur meinen Ausweis akzeptiert

ich habe denen meine Bank Karte zu geschickt

und meinen Arbeitsvertrag was verlängert worden ist letzen Monat wo meine Adresse auch zu sehen ist was die auch von olayfsst Casino verlangen, aber diese wurden nicht akzeptiert. Ich habe das Gefühl die machen das extra damit ich mein Guthaben verspiele. Die verzögern die Verifizierung hab ich das Gefühl 😕

wo kann ich ihnen einmal die Unterlagen schicken die ich playsafe Casino geschickt habe damit sie auch mal gucken können ob die Unterlagen so ok sind?

mfg

ismail

hallo

ich habe dem Casino einen Kontoauszug und eine Überweisung Auszug wo

meine Daten und iban daraufstehen und dazu noch ein bild meiner bankkarte zugeschickt und gestern noch extra eine Meldebescheinigung vom Amt geholt aber auch diese wurden nicht akzeptiert für die Verifizierung.

das kann doch nicht sein ?

das kam als Antwort

Thank you for providing us with your documents. 

However, the documents you uploaded for the verification of your address cannot be accepted due to the fact that they do not belong within the range of documents that we accept

Please note that the documents we accept are specific, and should be in PDF form or photographs of a physical copy. We cannot accept mobile screenshots, as well as, cropped or scanned images.

In order for your account to be verified, please provide us with a photograph of the whole page of a proof of address, issued in your name, within the last 3 months. 

The accepted documents are bank/ card statements with your latest transactions and utility bills such as electricity, water, landline, gas, heat, mobile phone bills.

We do not accept letters, receipts, notes, mortgages, loans, statements of fees, insurances, prescriptions, tv licenses, payslips or vehicle titles as proof of your address.

Do not hesitate to contact us in case you need any further help. Have a good day.

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was kann ich jetzt noch tun ?

Have you been informed what specifically seems to be a problem in verifying your account? Have you sent the correct documents in the correct format, please? If you wish to forward any relevant communication you can do so to petronela.k@casino.guru.

Thank you very much, Ismail, for forwarding all the relevant documents. I can't really tell you if they will be accepted as every casino is a little bit different. From our experience, to verify a player's address a utility bill is usually needed. Have you received any feedback from the casino yet?

Hello Ismail,

Have there been any developments since our last conversation, please? 

Dear Ismail,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.

Additional comments from the player:

"Hello casino guru

I need urgent help.

I didn't get my 3000€ at the time because I was put off and they kept asking for new documents. Because I waited almost 4 weeks and still couldn't pay out, I gambled away the money and that's when they accepted all the documents. NOW I WON 500€ again and pressed withdrawal on Saturday and received a cancellation of my withdrawal today. They want documents from me again. This time they want from me - An official document from your mobile operator showing your full name and mobile number used during registration. But I don't have this because I don't have a mobile phone contract in my name. Can she please intervene immediately and for that

ensure that they finally make my payment. I mean every time I deposit it goes within 20 seconds. Everything always works, but when it comes to paying out, they always cause problems"

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"hallo Casino Guru

ich brauche dringend Hilfe.

ich habe damals meine 3000€ nicht erhalten, weil ich hingehalten wurde und die immer wieder neue Dokumente eingefordert hatten. Weil ich knapp 4 Wochen gewartet hαtte und trotzdem keine Auszahlung kann hαtte ich das Geld verspielt und genau dαnn haben die alle Dokumente akzeptiert. JETZT HABE ich wieder 500€ gewonnen und am Samstag auf auszahlen gedrückt und heute eine Stornierung meines Auszahlung erhalten. Die wollen wieder Dokumente von Mir. Diesmal wollen die von mir - Ein offizielles Dokument Ihres Mobilfunkanbieters, das Ihren vollständigen Namen und Ihre bei der Registrierung verwendete Handynummer enthält. Diese habe ich aber nicht, da auf mein Namen kein Handy Vertrag läuft. Könne sie bitte sofort eingreifen und dafür

sorgen das die endlich mal meine Auszahlung tätigen. Ich meine wenn ich einzahle jedesmal geht es innerhalb von 20 Sekunden. Da klappt immer alles aber wenn’s ums auszahlen geht machen die immer Probleme"

Thank you very much, Ismail, for getting back to us. Do I understand correctly that providing the Phone Bill seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? 

PS: I have adjusted the disputed amount from €3,000 to €500 since the first withdrawal has been played and lost.

Dear Ismail,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.