The player from Germany had requested a withdrawal three weeks ago, but the casino had been rejecting official bank PDFs, which caused delays in her payout. The casino had initially accepted her identity verification but had repeatedly rejected the bank documents due to format issues, leading to withdrawal cancellations and delays. After Casino Guru intervened and communicated with the casino, her account was fully verified, and the casino successfully transferred her winnings in two installments totaling €700. The complaint was then marked as resolved following the successful payout.
Fiery Play Casino - Player's payout has been delayed.
Resolved
Our verdict
Case closed
Amount: €700
Fiery Play Casino
Safety Index 7.4 Above averageCase summary
Discussion
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3 weeks ago
The casino is rejecting official bank PDFs to delay my payout."
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
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
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3 weeks ago
Translation
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. 
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2 weeks ago
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
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2 weeks ago
TranslationHi 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!
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2 weeks ago
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
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1 week ago
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.
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1 week ago
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!
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1 week ago
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?
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1 week ago
TranslationDear 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!
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1 week ago
TranslationDear 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!
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1 week ago
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
