PlayFast Casino - O levantamento dos prémios dos jogadores está atrasado.

I would like to file a complaint against Playfast Casino regarding the unjustified confiscation of my balance.

I submitted a withdrawal request on March 31, 2026 of 540e. The withdrawal remained in "pending" status far beyond the stated 3 business days processing time. After multiple inquiries to customer support, I only received generic responses asking me to wait.

Eventually, I received a response from the casino on 09Apr2026 stating that my withdrawal was cancelled, my winnings (€661.63) were confiscated, and my balance was removed due to an alleged violation of their Terms & Conditions (clause 12.10).

However, the casino did not specify which exact rule I violated and provided no evidence to support their accusations. Instead, they listed multiple generic possibilities such as VPN usage, forged documents, bonus abuse, or fraudulent activity.

I strongly deny all of these accusations:

I did not use any VPN or IP-masking tools;

I did not submit any forged or altered documents;

I did not engage in bonus abuse or any fraudulent behavior;

I used only my own account and personal information.

Additionally, the casino not only confiscated my winnings but also most of my deposits. I deposited a total of €190, and only €25 (my last deposit) was returned. This is highly unfair and disproportionate.

Furthermore, it seems that this casino does not have a license to operate in my country. Despite this:

I was able to register without restrictions;

I clearly indicated my real country;

I was allowed to deposit and play without any issues.

If players from my country are restricted, the casino should have prevented registration and deposits. It is unacceptable to allow gameplay and accept money, and only later use this as a reason to confiscate funds.

Important notice:

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If anything seems suspicious, contact us directly.

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Dear Gasjol,

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

Hi Dears,

Please find communication from today with Playfast casino attached. They are still not providing any specific details and reasons and are abusing another client without any reasons. Just terminated all money from account and thats it. Took all funds for themselves

Hi Dears,

Some more updates and some summary to have in one place. Emails were attached to you in previous message.

Dear Sir/Madam,

I am submitting a formal complaint against Playfast Casino, operated by Green Champions Leader SRL, regarding the unjustified confiscation of my funds and winnings.

Casino details:

* Brand: Playfast Casino

* Operator: Green Champions Leader SRL

* License: Anjouan Gaming License ALSI-202502014-FI1

Summary of the issue:
On 26Mar2026 I deposited my first deposit of 40e to their portal. Then during few weeks period I made few other deposits which makes a total of 190 EUR into my account. Through gameplay, my balance increased to approximately 661 EUR. When I attempted to withdraw my winnings of 540€, the casino blocked my withdrawal request and subsequently confiscated my entire balance on 09Apr2026 - they confiscated totally 661.63e and left me 25e of my last deposit. While I still had some sports bets left, those 25e increased to 123.12e. So as of 10Apr2026 company confiscated from me 661.63e and those 123.12 was pending in withdrawals until 11Apr, which was confiscated again leaving me back to 25€ again. So total amount owned by Playfast Casino is 784,75e as of today, 12Apr2026.

The casino claims that I violated their terms and conditions according to 12.10. :

However:

* I did NOT use a VPN or any location-masking tools. I performed regular registration to their portal, indicating my location, e-mail and phone number without any tools or VPN's

* My account was fully verified (KYC completed and approved with all required documentation)

* I did not engage in any fraudulent, abusive, or bonus exploitation behavior

* The casino has failed to provide any specific explanation or evidence of the alleged violation, even after multiple requests to specify of what wrong was done

Despite multiple attempts to resolve this issue directly with the casino, I have only received generic responses referencing unspecified terms and conditions, without any clear justification or supporting evidence.

This behavior strongly suggests unfair treatment and potential bad-faith practices.

I kindly request that you:

1. Conduct a full investigation into this matter

2. Require the operator to provide concrete evidence of the alleged violation if possible

3. If possible, help to Ensure that my legitimate winnings are paid out in full - 784.75€.

Dear Gasjol,

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.

Hi Dears,

No new responses from Playfast casino. They are not cooperating. Same situation as I provided to you on 12Apr2026. They confiscated from me all my funds without any explanations multiple times, total amount voided withot any argumentation is 759.75€, and they left in my account my last deposit of 25€, but I cannot do anything with those. So please help me to withdraw my legitimate funds totally of 784.75€ to my bank account.

Dear Gasjol, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Karla,

As I stated before:

1. No, I did not make any successful withdrawals before. These were my first withrawal requests and both of them were cancelled and funds voided by casino. As of today on 17Apr2026 they confiscated 759.75€ from me and left in my account 25€ with which I cannot do anything. So total amount is 784.75€.
2. Yes, I have passed KYC verification, all documents were provided to them before submitting request of withdrawal.
3. Without bonus, I did not use any bonuses from them. Not a single time.
4. Only sports bettings. Nothing more.
5. I shared all communication with you in previous messages already. By the way, this topic is not about delayed withdrawal, it is about voided funds from my account without any explanations. I will send you e-mail communication in one file as wl to your e-mail.

Dear Gasjol,

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,Samuel, (samuel.s@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,

Karla Mayfly

Dear Karla,

Thank you very much! I will keep waiting for updates from Samuel. Have a great day!

Dear Gasjol,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from PlayFast Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear PlayFast Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons why the player’s balance was confiscated.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello, Samuel,

Nice to e-meet you as well.

No new updates from me. The situation is still the same as I described on 17Apr2026 where I recapped situation by replying to Karla here and sharing more details with her via e-mail. Unfortunately Playfast casino still has 759.75€ confiscated/voided from my account and left me 25€ in my account but I cannot do anything with them. So total amount owned is 784,75€ as of today. I hope everything gets resolved in this unfair situation where I did not perform anything wrong.

Hello everyone,

Dear Gasjol,

thank you for the update.

At this point, we will allow the casino some more time to respond. Let’s wait approximately another week and see if they provide any clarification regarding your case. Hopefully, they will get back to us soon so we can move forward.

Thank you for your patience.

Dear Samuel,

Thank you for informing. I am still waiting, situation is still the same.

Hope we will receive resolution soon.

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.

Dear Gasjol,

I have tried to contact the casino repeatedly but had no success. 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.

In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/contact/) and submit a complaint to them. You can also try submitting your complaint via the Anjouan Gaming Validator, which can usually be found at the bottom of the casino’s website. The Gaming Authority has more options and tools to help players.

Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (samuel@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Samuel

Casino Guru