The player from Italy was unable to withdraw his €500 winnings due to verification issues with his debit card, which did not have his name printed on it. He had submitted multiple official documents but faced constant rejections for various reasons. After investigation, the casino found inconsistencies and possible tampering in the documents provided by the player, which prevented confirmation of ownership of the debit card. Due to the failure to provide valid verification as required by KYC procedures, the casino's decision to deny the withdrawal was upheld. The complaint was closed as rejected by the Complaints Team.
PlayJonny Casino - Player’s withdrawal is delayed due to verification issues.
Closed
Our verdict
Other
Amount: €500
PlayJonny Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
I can't withdraw the €500 I won. They asked me to verify my debit card. Unfortunately, it doesn't have my name printed on it. So I sent several official bank documents, photos, screenshots, and everything was denied. Once they told me they didn't accept scans, once they didn't accept Word format, then they said the documents sent had been modified... I'm going crazy.
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3 months 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 months ago
Dear Pedrijoohn,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.
Please understand that KYC is a very important and essential process, through which the casino ensures that funds are sent to the rightful owner. As they do not have the ability to physically meet players and verify their identity in person, this procedure is the only way gambling establishments can complete the necessary checks. No serious or licensed casino takes KYC lightly, and the process may take a few working days to finalise.
To clarify the case:
- Could you please let me know when exactly you sent the verification documents?
- When you were asked to provide the documents in a different or more appropriate format, did you follow the instructions?
- Could you please also send me any confirmation you received regarding the status of your most recent KYC verification?
- Additionally, could you clarify the exact date on which you requested the withdrawal?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation.
Best regards,
Petra
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3 months ago
TranslationThe first refusal dates back to around November 11th... immediately after attempting to take the blood sample.
From then on, in the days that followed, I continued to send bank documents and request card ownership certificates, following the instructions PlayJonny gave me. Finally, they asked me to make a video showing me logging into my email, selecting the document from my bank, and forwarding it! But something like this is unacceptable; it puts my privacy at risk. They simply wouldn't ask me for something like that!
I even told them to contact my bank to make sure it's not a scammer, but they don't want to, or can't.
I'm forwarding you the latest request that playjonny sent me. And I'm forwarding you some documents I sent them.
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3 months ago
TranslationThe above document from the band is wrong, it was not sent to playjonny
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3 months ago
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here is more documentation I sent
I received the bank documents via email. The bank wrote them in Word and then converted them to PDF. They don't accept this change. But my bank can't write a document in PDF format.
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3 months ago
Thank you for your reply and for providing the previous details, Pedrijoohn.
Have you tried reaching out to customer support for further clarification on their requirements? Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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3 months ago
TranslationI replied to her by email with some attachments.
Of course I contacted them, many times via chat and email.
Every time I am denied approval with a thousand excuses: they only accept PDFs, they don't accept scans (even if sent by my bank), the document is of low quality, etc.
The moral of the story is: you've won with us, and before we give you the money, we'll drive you crazy and make you lose your appetite... but you can make deposits whenever you want, no problem, even if you're not the cardholder! Does that sound fair to you? Or is it a joke?
I went crazy for two or more weeks providing documents and evidence... I even bored my banker who didn't know what else to send me (and advised me to forget it because he considers it a scam).
The fact is that an initial deposit had been made into my bank account, and everything was fine... so why not check that too?
I trust you, hoping you can help me.
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3 months ago
Thank you for your reply and for providing the previous details, Pedrijoohn.
To allow us to further investigate your case, could you please provide all the above-mentioned communication you have had with the casino? You may send the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
TranslationI sent you some screenshots directly to your email. Thanks.
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3 months ago
Dear Pedrijoohn
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 Hadi (hadi.a@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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
Hello Pedrijoohn,
I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.
Best regards
Hadi
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3 months ago
TranslationThank you so much, Hadi, for your time and availability. I look forward to hearing from you.
Good evening
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3 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
Dear Pedrijoohn,
To verify your deposit method and ensure compliance with our Terms and Conditions, specifically Clause 6.8 regarding the prohibition of third-party payments, we require proof of ownership for the card ending in 3049. Unlike the provided credit card from the same bank, which displays your name, the physical debit card used for the other transaction does not, making it impossible to confirm the owner of that specific card.
Upon careful examination, the document you previously provided was not accepted because it appeared to have been forged, edited, or otherwise tampered with. Please provide an official, unaltered version of a bank statement or document that clearly links your name to the debit card in question. We appreciate your cooperation in providing an authentic document so that we may finalize this verification process.
Dear Hadi,
We will shortly send you an email with further information. Please review it at your earliest convenience.
Best regards,
PlayJonny Casino
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2 months ago
Dear Pedrijoohn,
After reviewing all available information and the documents provided, we were unable to confirm the validity of the submitted proof of payment method ownership. The casino identified inconsistencies in the documents, and as valid verification is a mandatory requirement under standard KYC procedures, the casino’s decision is considered justified.
For these reasons, this complaint will be closed as Rejected.
Thank you for your cooperation and understanding.
Kind regards,
Hadi
