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The casino is rejecting official bank PDFs to delay my payout."

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Dear doa82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal at the casino.

To better understand your situation and to assist you effectively, I would like to ask a few clarifying questions:

• Can you specify the reason provided by the casino for rejecting your bank PDFs?
• Have you received any communication from the casino regarding your withdrawal request since you submitted it?
• What method did you use to request the withdrawal?
• Have you tried providing alternative documents? If yes, what were they?

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,

Petra

Hi Petra, thanks for your help. Here are the answers:

Reason for the rejection: The casino claims the PDFs are in the 'wrong format', even though they are original bank documents. In the chat, they initially told me everything was okay, then suddenly it was rejected again.

Messages: Yes, I'm constantly being given the runaround in the chat. This morning they even asked me about the currency and how many days have passed – information the casino already has. They just keep saying they're forwarding it to a 'team'.

Method: I used a standard bank transfer.

Alternative documents: Yes, I have uploaded screenshots of the transfer and then the complete bank statement as an official PDF.

I'm attaching the latest screenshots of today's excuses from support here.

Hallo Petra, danke für deine Hilfe. Hier sind die Antworten:

Grund für die Ablehnung: Das Casino behauptet, die PDFs seien im 'falschen Format', obwohl es originale Bank-Dokumente sind. Im Chat sagten sie mir erst, alles sei okay, dann wurde es plötzlich wieder abgelehnt.

Mitteilungen: Ja, ich werde ständig im Chat hingehalten. Heute Morgen fragte man mich sogar nach der Währung und wie viele Tage vergangen sind – Informationen, die dem Casino vorliegen. Sie sagen immer nur, sie leiten es an ein 'Team' weiter.

Methode: Ich habe die normale Banküberweisung genutzt.

Alternative Dokumente: Ja, ich habe Screenshots der Überweisung und danach den kompletten Kontoauszug als offizielles PDF hochgeladen.

Ich hänge die neuesten Screenshots von den heutigen Ausreden des Supports hier an."

Thank you for your reply and for providing the previous details, doa82.

Could you please clarify the following points:

• Did you play using bonus funds or free spins?
• Have you ever successfully made a withdrawal at this casino before?
• Could you please let me know if other verification documents were accepted?
• When did you request the withdrawal, and when was the verification document rejected?

If you have any additional relevant evidence or further communication with the casino, please feel free to send it to petra.h@casino.guru or upload the screenshots directly to the complaint thread.

Thank you again for your cooperation.

Best regards,

Petra

Hi Petra, thank you so much for your help. I need to correct my statement about the bonus:

Bonus/Free Spins: Yes, I received a bonus on my first deposit of €25 and played with it. However, I fully met the wagering requirements, after which the money was credited to my account as regular real money.

Previous withdrawals: No, this is my very first withdrawal from this casino. I have never withdrawn money here before.

Other documents: Yes, my ID (identity) has already been successfully accepted and, according to support, the account is basic verified. Only the official bank PDF for withdrawals is blocked.

Timeline: I requested the withdrawal on Thursday (May 7, 2026). The casino officially rejected the document on Saturday evening (May 9, 2026) and canceled the withdrawal. I requested it again on Monday (May 11, 2026) – it remains untouched and still shows as "New" as of today (Friday).

The balance of €752.83 remains untouched in my account. Thank you so much for your support!

Hallo Petra, vielen Dank für deine Hilfe. Ich muss meine Aussage zum Bonus korrigieren:

Bonus/Freispiele: Ja, ich habe bei meiner ersten Einzahlung von 25 € einen Bonus erhalten und damit gespielt. Ich habe die Umsatzbedingungen (Wagering) aber komplett erfüllt, danach stand das Geld als normales Echtgeld auf meinem Konto.

Frühere Auszahlungen: Nein, das ist meine allererste Auszahlung in diesem Casino. Ich habe hier noch nie zuvor Geld abgehoben.

Andere Dokumente: Ja, mein Ausweis (Identität) wurde bereits erfolgreich akzeptiert und das Konto ist laut Support grundverifiziert. Nur das offizielle Bank-PDF für die Auszahlung wird blockiert.

Zeiten: Ich habe die Auszahlung am Donnerstag (07.05.2026) beantragt. Das Casino hat das Dokument am Samstagabend (09.05.2026) offiziell abgelehnt und die Auszahlung storniert. Ich habe sie am Montag (11.05.2026) erneut beantragt – sie steht bis heute (Freitag) unberührt auf „Neu".

Das Guthaben von 752,83 € steht weiterhin unangetastet auf meinem Konto. Vielen Dank für deine Unterstützung!

Dear doa82

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 Mirka (miroslava.d@casino.guru). 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,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Fiery Play Casino representative to join this conversation.

Dear Fiery Play Casino,

Could you please provide clarification regarding this case along with supporting evidence?

Thank you in advance.

Good afternoon Casino Guru team and doa82,

doa82, at this point, you have provided all the necessary documents, and your account has been successfully verified.

Please note that if any new payment details are used for transactions, we are required to verify those details as well.

Have a great day!

Thank you for the update, Fiery Play Casino.

Dear doa82,

Can you please confirm, if your status is shown as verified? Are you also able to request a withdrawal?

Dear Mirka, thank you so much for your fantastic help! The casino has fully verified my identity and successfully transferred the money (€200 and €500) to my bank account. The matter is now completely and positively resolved for me. Thank you to the entire Casino Guru team!

Liebe Mirka, vielen Dank für deine großartige Hilfe! Das Casino hat mich komplett verifiziert und das Geld (200 € und 500 €) erfolgreich auf mein Bankkonto ausgezahlt. Der Fall ist für mich damit vollständig und positiv gelöst. Danke an das gesamte Team von Casino Guru!"

Dear Mirka, thank you so much for your help! The casino fully verified my account on Friday and successfully transferred my money to my bank account in two installments (€200 and €500). The money is already there. The matter is now completely and successfully resolved for me. Thank you so much to you and the Casino Guru team!

Liebe Mirka, vielen Dank für deine Hilfe! Das Casino hat mich am Freitag komplett verifiziert und mir mein Geld in zwei Beträgen (200 € und 500 €) erfolgreich auf mein Bankkonto ausgezahlt. Das Geld ist bereits da. Der Fall ist für mich damit vollständig und erfolgreich gelöst. Vielen Dank an dich und das Team von Casino Guru!"

Dear doa82,

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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Mirka Dubasova

Casino.Guru