PLAYDASH Casino SG - Pelaajan kotiutuksia on rajoitettu KYC-viiveiden vuoksi.

I am submitting a formal complaint regarding withdrawal restriction, prolonged KYC verification delay, and a confirmed USDT deposit that remains under internal review at Playdash Casino.

Timeline & Facts

On January 27, Playdash Casino informed me that my account was temporarily restricted for "security purposes" and requested the following KYC documents:

Photos of my NRIC (front and back)

A selfie holding my ID card

I submitted all requested documents as instructed. The support agent confirmed receipt and stated that my case was forwarded to the relevant department for review.

Over the following days, I repeatedly requested:

A reference or case number

The department handling my case

An estimated timeframe (ETA)

Playdash support repeatedly confirmed in writing that:

They do not have a case tracking or ticket system

They cannot provide any timeframe

They are "waiting for the relevant department"

On January 31, Playdash requested additional documentation unrelated to KYC:

Screenshots of my January USDT deposit history

Screenshots of my wallet address management page

Full screenshots of the wallet address used for deposits

I fully complied and provided official TronScan blockchain explorer screenshots showing that my USDT transactions were:

Successful

Confirmed on-chain

Verified with over 200 block confirmations

Despite this, my account remains restricted from withdrawing funds. The system displays:

"Unfortunately, your account does not allow you to create a withdrawal request."

My withdrawal records show USDT-TRC20 withdrawals marked as "Declined", with the reason:

"Please go through the verification process."

This directly contradicts the fact that I have already submitted all required KYC documents and complied with all additional verification requests.

Main Issues

KYC verification pending for over 7 days

Confirmed USDT deposits remain under internal review

Withdrawals are blocked system-wide

Support admits no case number system and no ETA

No department or compliance contact is provided

Evidence Available

I can provide:

Screenshots of blocked withdrawal system message

Screenshots of declined USDT withdrawals citing "verification"

TronScan blockchain confirmation pages

Full chat logs showing no ETA and no case tracking system

Resolution Requested

I respectfully request CasinoGuru’s assistance to help me obtain:

Completion of my KYC verification

Removal of withdrawal restrictions

Confirmation that my USDT deposits are properly credited and cleared

A clear, documented resolution timeframe

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.

Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you provided screenshots from your payment application as well as from the USDT explorer? Which service do you use for your crypto payments?
• Have you accumulated your winnings with the help of a bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your response and for looking into my case. Please find my answers below:

• I have made few successful withdrawals from this casino in the past.

• Yes, I have provided screenshots from my payment application and from the USDT blockchain explorer. I use Trust Wallet for my crypto payments, and the withdrawal was requested in USDT.

• No, I did not use any bonus to accumulate my winnings. The funds were generated purely from my own deposited balance and regular gameplay.

Please let me know if you require any additional information or documentation from my side. I look forward to your assistance in resolving this matter.

Best regards,

In your first post, you wrote that you provided screenshots from the explorer with records of your previous transactions with the casino.

• Could you please confirm you logged in to your Trust Wallet app and made screenshots of your casino transactions as well?
• Have you submitted those screenshots to the casino for verification as well?

Thanks in advance for your reply.

Dear Tomas,

Thank you for your message.

Yes, I can confirm that I logged in to my Trust Wallet app and took screenshots showing my transaction history related to the casino.

These screenshots were taken directly from the wallet application and reflect the same transactions shown on the blockchain explorer.

I have submitted these screenshots to the casino for verification, and I am happy to provide them again or share any additional information if required.

Please let me know if anything further is needed from my side.

Kind regards,

bao

Dear roy880816,

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, Romi (romana.r@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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the PLAYDASH Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear PLAYDASH Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as 'unresolved.'

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi