Surfplay Casino - A retirada do jogador foi adiada devido a problemas de verificação da conta.

Dear Deadmatcher,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning,

"Could you please tell us which documents you have already submitted and when exactly you sent the last one?"

+ Front and back ID card

+ Bank statement for proof of address

+ Jeton Bank statement Proof of deposit

+ Screenshot jeton account with ID and name

+ Selfie with ID card and checkered note with handwritten "Hello surfplay casino 18.05.2025"

+Telephone number proof of provider with invoice

The document with the phone number is the last one I sent, on May 20, 2025.

"Have you submitted all required documents in a timely manner and in the correct format?"

I submitted all the documents before I even requested a withdrawal. I did so voluntarily, without being asked.

I just sent a request to Surfplay.com, my status is unchanged, my documents are being reviewed.

I've been waiting for a cooling-off limit since yesterday at 1:49 PM UTC. It's just like with verification; "it may take some time" is the standard answer to everything.

Guten Morgen,

"Können Sie uns bitte mitteilen, welche Dokumente Sie bereits eingereicht haben und wann genau Sie das letzte gesendet haben?"

+ Vorder und Rückseite ID Card

+ Kontoauszug der. Bank für Adressnachweis

+ Jeton Kontoauszug Einzahlungsnachweis

+ Screenshot jeton Konto mit ID und Namen

+ Selfie mit ID Karte und karierten Zettel auf dem per Hand geschrieben steht "Hallo surfplay casino 18.05.2025"

+Telefon Nummer Nachweis des Anbieters mit Rechnung

Das Dokument mit der Telefonnummer ist das letzte das ich gesendet habe, am 20.05.2025.

"Haben Sie alle erforderlichen Unterlagen zeitnah und im richtigen Format eingereicht ?"

Alle Dokumente wurden von mir eingereicht bevor ich überhaupt eine Auszahlung beantragt habe. Ich habe es freiwillig ohne Aufforderung gemacht.

Ich habe gerade eben eine Anfrage an Surfplay.com gesendet, mein Status ist unverändert, meine Dokumente werden geprüft.

Ich warte Seit gestern 13:49 UTC auf ein "cooling-off Limit". Es ist genau wie mit der Verifizierung, "es kann einige Zeit dauern" ist die Standard Antwort auf alles.

I received an update. I'm supposed to file a tax return. I submitted it immediately upon request.

Ich habe ein Aktualisierung bekommen. Ich soll eine Steuererklärung einreichen. Diese habe ich auf Verlangen sofort nun eingereicht.

Thank you for your reply, Deadmatcher. Has there been any news?

Hello, my account is now fully verified, but I requested a withdrawal of €1300, but it was canceled after 2 days with the following message:

"We hope this email finds you well.

For technical reasons, we ask you to split your withdrawal into smaller amounts. This adjustment provides more flexibility and ensures a smoother and faster transaction process. Please be assured that the total amount will remain unchanged and all parts will be processed as quickly as possible.

If you have any questions or need further assistance, please do not hesitate to contact our support team."

I've now requested three withdrawals of €500, €500, and €300, which have been pending since May 25, 2025, at 10:30 AM.

Hallo, mein Konto ist inzwischen zwar voll verifiziert, dann habe ich eine Auszahlung von 1300€ angefordert, diese wurde nach 2 Tagen jedoch storniert mit folgender Nachricht:

"Wir hoffen, dass diese E-Mail Sie gut erreicht.

Aus technischen Gründen bitten wir Sie, Ihre Abhebung in kleinere Beträge aufzuteilen. Diese Anpassung bietet mehr Flexibilität und gewährleistet einen reibungsloseren und schnelleren Transaktionsprozess. Bitte seien Sie versichert, dass der Gesamtbetrag unverändert bleibt und alle Teile so schnell wie möglich bearbeitet werden.

Sollten Sie Fragen haben oder weitere Unterstützung benötigen, zögern Sie bitte nicht, unser Support-Team zu kontaktieren.".

Jetzt habe ich drei Auszahlungen in den höhen 500€,500€,300€. Beantragt die seit dem 25.05.2025 10:30 austehend sind.

Thank you for the updates, Deadmatcher. I am happy to hear that your account has been verified. I would like to emphasize that we always give the casino two full weeks to process each payment. I will keep this complaint open, and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive, and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience, and please keep me informed about any further developments.

My withdrawals keep getting canceled, either due to a technical error or because I'm asked to withdraw a smaller amount. Now I'm supposed to request a maximum of €100 in withdrawals because anything else causes problems.

Meine Auszahlungen werden immer wieder storniert, entweder aufgrund eines technischen Fehlers, oder weil ich eine kleinere Summe auszahlen soll. Jetzt soll ich maximal 100€ Auszahlungen beantragen weil alles andere zu Problemen führt

Hello Kristina, there's an update. All requested withdrawals have been canceled. After asking via live chat, I received the response that my account is not verified and I need to submit new documents.

My account was verified. Here's the proof.

Hallo Kristina, es gibt ein Update. Alle angeforderten Auszahlungen wurden storniert. Nach Nachfrage von mir im live chat bekomme ich die Antwort das mein Konto nicht verifiziert ist und ich neue Dokumente einreichen muss.

Mein Konto war verifiziert. Hier ist der beweis.

Thank you very much, Deadmatcher, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Deadmatcher, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the verification and requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Surfplay Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request and verification is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej, nice to meet you. I have an update for you. The casino has been holding my withdrawal for more than four days now. Furthermore, I was initially informed that the finance department is very busy at the moment.

Then, 10 minutes later, I was suddenly told that my payout was being further reviewed, without any explanation. So now I'm being kept waiting.

Hallo Matej, schön dich kennen zu lernen, ich habe updates für dich, das casino hält meine Auszahlung nun seit mehr als 4 Tagen offen. Des Weiteren wurde mir zuerst mitgeteilt das die finanzabteilung immoment sehr beschäftigt ist.

Dann 10 Minuten später hieß es aufeinmal das meine Auszahlung ohne Begründung weiter Prüfungen unterzogen wird. Ich werde also nun weiter hingehalten.

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.

Thank you for the update, Deadmatcher. Please, let us know once you receive the payment. If the other two pending withdrawals are approved, would that mean everything is sorted, or is there more funds to be withdrawn still?

Hello, the other two outstanding amounts have been canceled and I should now upload the 3x new verification documents

Hallo, die anderen zwei ausstehenden Beträge wurden storniert und ich soll jetzt das 3x neue Verifizierungs Dokumente hoch

And have you been verified before, or is this the first time doing KYC, please?

This is the third time, twice before.

Das ist das dritte Mal, zweimal zuvor schon.

This definitely does not look good, and I have messaged the casino directly again, to see if we can get them to respond and try to solve the complaint before the timer runs out.

Dear Deadmatcher,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej