Fiery Play Casino

Public

Gez85

Silver

Sweden

Public

5 days ago

I would like to explain the entire process from the beginning.

On 31 July, I registered at Fieryplay through Casino Guru because I believed it was a reputable casino. Unfortunately, my experience has been the complete opposite.

I deposited a total of €190 in several deposits. My last deposit was €70, which I lost. After that, I received a €140 bonus with a 40x wagering requirement. I completed the wagering, and when it was finished, my balance was approximately €5,200.

The casino then confiscated approximately €4,500, leaving me with only €700. I understand that they rely on a 5x maximum cashout rule in their bonus terms. Although I believe this rule is extremely harsh, I accept that it is part of their terms.

However, what happened next is, in my opinion, far more concerning.

When I attempted to withdraw my remaining €700, I received a message saying that I had not completed the wagering requirement on my cash deposit—even though that deposit had already been completely lost. I was then given only two options: either pay a 20% fee on my €700 balance (which amounted to €140) or continue gambling for another €87.

This made no sense. My winnings had already been capped at €700 under the bonus rules, meaning I had no possibility of winning anything more. I could only lose money. In other words, the casino first applied the bonus rules to confiscate €4,500 of my winnings and then applied real-money wagering rules to force me to continue gambling with the remaining balance. I have never experienced anything like this at any other online casino in over 20 years of playing.

The verification process has been equally frustrating. I have submitted every document they requested. The only issue remaining is a photograph showing my face, my driving licence, and my bank card in the same picture. I even attached my documents to a white paper towel so they would stay in place and everything would be clearly visible in one photo. Despite following their instructions as closely as possible, they rejected the picture and refused to explain exactly what was wrong or how they expected me to take it correctly.

I feel that the verification process is being made unnecessarily difficult, and the lack of any meaningful explanation only adds to my frustration. To make matters worse, the casino has also disabled the live chat on my account, leaving me with very limited ways to communicate with them.

I understand that Casino Guru normally allows up to two weeks for a complaint to be resolved, but I am submitting this because I genuinely feel that no progress is being made.

I would like Fieryplay to explain—to me, to Casino Guru, and to everyone reading this complaint—how they justify forcing a player to wager money that had already been lost, or alternatively pay a €140 fee, after already confiscating the vast majority of the winnings under their bonus rules. I would also like them to explain why they continue rejecting my verification photo without clearly stating what is wrong with it or providing an example of what they actually require.