The player from Germany had deposited €22 and won over €1,000 but faced repeated withdrawal cancellations since May 9, 2025, due to alleged technical problems. Despite verifying his account and complying with the casino's request to split his withdrawal into three parts, he had not received his winnings after more than three weeks. After further communication, he eventually received all his payments, although there were delays and issues regarding verification. The complaint was marked as resolved by the Complaints Team.
Surfplay Casino - Player's withdrawal has been denied repeatedly.
Resolved
Our verdict
Case closed
Amount: €1,060
Surfplay Casino
Safety Index:Below averageCase summary
Discussion
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11 months ago
Translation
Laurens M**** <***@gmail.com>
13:21 (2 hours ago)
to me
Hello everyone,
I opened my account on April 28, 2025, and deposited €22 that evening.
I won just over €1,000 and uploaded all the required documents that same evening.
After endless back and forth and submitting many other documents (no casino ever required these), my account was finally verified after 14 days on May 9, 2025!
I then requested my withdrawal again on May 9, 2025, but it was canceled after 5 days.
The reason was that they allegedly had technical problems and the team was working hard to resolve them.
I'll keep it short, I've been waiting since May 9th for my payout to finally be confirmed, but it gets canceled every 1-3 days with the same response that they have technical problems.
I have asked the live chat many times why my withdrawal was not successful, and they always just told me the same thing about technical problems, but that I would receive 100% of my money.
I can attest to everything; I'm uploading the pictures with the support statements and cancellations here. I have more than 10 pictures, and I'll be happy to send you all of them upon request.
Just to let you know, the casino asked me (on May 9) to split the €1,060 into three withdrawals, as otherwise it might cause problems. I did exactly that, but the withdrawal was unsuccessful...
I ask for your help so that I can finally receive my money after more than 3 weeks.
Thank you in advance.
Edited by a Casino Guru admin
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11 months ago
Dear laurensm1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if you currently have any pending withdrawals?
- Have you tried requesting your withdrawals via alternative payment methods?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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11 months ago
TranslationHello, thanks for the quick reply.
Yesterday I requested three more withdrawals, with the full €1060.
I asked support whether I could have the payout made using a different payment method because there were supposedly technical problems with the bank withdrawal, but this request was simply ignored.
I earned my winnings with the first welcome bonus and played through it completely without any violations.
My profile has been fully verified since 09.05.
I would be happy to send you all my collected screenshots.
Thanks for your help!
Best regards
Laurens
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11 months ago
TranslationHello,
I received the first payout out of three today.
I'll keep you updated.
Thank you!
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11 months ago
TranslationHello everyone,
I just received an email stating that my two withdrawals have been canceled, with the reason: Your profile is not yet verified…
That can't be
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11 months ago
Thank you for your reply, laurensm1. Has the casino requested additional documents? Have you already provided them?
Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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11 months ago
TranslationHello, I am happy to announce that the remaining payment has finally arrived after almost 1 month.
Thank you very much for your help anyway 👍
You can close this complaint.
Thank you
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11 months ago
Dear laurensm1,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
