The player from Germany faces issues with document verification at Gdfplay Casino, resulting in a canceled withdrawal of €800. She submitted the required documents but received no response, and her emails go ignored as she struggles to speak to a human representative.
Good Day 4 Play Casino - Player’s withdrawal is canceled due to document verification delay.
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Waiting for Casino Guru to reply
1d 13h 37m 35s
Good Day 4 Play Casino
Safety Index 7.6 Above averageCase summary
Discussion
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Public
1 week ago
Translation
Hello
This casino refuses to verify my documents, and all my emails are being ignored. In the live chat, I'm immediately met with an AI, and it takes forever to speak to a human. They just tell me to wait for an email. On July 18th, I won €800 at this casino using a deposit bonus, which I successfully completed. Only after I made a withdrawal did I receive an email asking me to upload two more documents, which I did. I had even uploaded the other documents on July 16th so my account could be verified immediately. It was supposed to be reviewed within 24 hours. To this day, not a single document has been checked, and the withdrawal was canceled. I've contacted them multiple times, but they're ignoring all my emails. I have a bad feeling about this because the casino calls itself Gdfplay, but their website and chat always say Good Day 4 Play. Something's not right here. Without them verifying my documents, I can't withdraw any winnings, as they keep being rejected. Can you help me?
Automatic translation:
Public
Public
6 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.
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6 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Which bonus have you activated and played with?
- Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
