The player from Finland faced issues with the casino not processing any of her withdrawal requests, despite having completed the KYC process within a week. She had made several requests, but after waiting five days for crypto withdrawals, she only received repetitive responses asking her to be patient. The complaint was closed due to the player's lack of response to further inquiries and reminders from the Complaints Team. It was noted that the player could reopen the complaint in the future if she chose to resume communication.
Fiery Play Casino - Player's withdrawals are delayed and unprocessed.
Closed
Our verdict
Player stopped responding
Amount: €100
Fiery Play Casino
Safety Index 7.4 Above averageCase summary
Discussion
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1 month ago
Translation
The casino does not process withdrawal requests at all. It took me a week to go through the KYC process and without chatting with someone every day this confirmation would not have happened yet. I have made several withdrawal requests, not a single one has been processed. They said that crypto withdrawals are instant - it has been five days now. They just say to wait and be patient - every day the same thing.
Automatic translation:
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1 month 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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1 month ago
Hello,
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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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3 weeks ago
Dear Spekkis,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
