The player from Germany is facing refusal from the casino 'Firiety' to withdraw her remaining winnings of €400, following a previous withdrawal request of €1,000. Despite providing an official document proving her closed bank account, the casino continues to reject it due to claims of 'poor image quality', causing her to lose some winnings in the process.
Fiery Play Casino - Player's withdrawal is delayed and winnings are at risk.
Opened
Current status
Waiting for player to reply
3d 19h 17m 28s
Fiery Play Casino
Safety Index 7.4 Above averageCase summary
Discussion
Public
Public
5 days ago
Translation
The casino "Firiety" (payment processor Mirata Services LTD) is refusing to pay out my remaining winnings of €400. I had previously requested a withdrawal of €1,000 (two €500 payments on September 16, 2026). The casino demanded irresolvable documents (a bank statement from August 2025 for an already closed account).
I subsequently uploaded an official, stamped account closure document from my Sparkasse Duderstadt bank, which clearly proves the account has been closed. The casino is now consistently rejecting this crystal-clear document with the fabricated excuse of "poor image quality." Due to this immense psychological pressure and stalling tactics, I have unfortunately already lost some of my winnings. I now demand the release of the remaining €400 from the system. Please assist me in obtaining a manual review from the casino management.
Automatic translation:
Public
Public
3 days 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.
Public
Public
3 days ago
Dear Julia.Schwarz1981,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help me better understand your case, could you please answer the following questions?
- Could you please confirm whether you have submitted all of the documents requested by the casino for the KYC verification process?
- Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
- What exact reasons did the casino provide for rejecting your stamped account closure document??
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
