PlayFast Casino - Player’s experiencing difficulties withdrawing her winnings.

Deposit 30.3 €. In the end, my profit I want to withdraw is € 1,000. 31.3 asked to send a lot of documents to confirm the account. A cumbersome process but succeeded. Now my repatriation has been "pending" since yesterday morning. No longer reply to emails asking for my repatriation status. The rules state that withdrawals must be processed within 4 hours. This is how this becomes a problem when reading previous complaints from the casino. Is there anything left to do or will I lose my winnings? I have tried to get to the chat for 4 days but there are always reports of congestion and do not open the line.

Dear Jaana,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your reply.

Best regards,

Petronela

Hey! KYC confirmation has been confirmed as successful on the casino side. The repatriation has now been pending for 3 days, it has not been approved. I have also emailed the casino 3 times since Saturday but no one answers anymore.

I fully understand your frustration, Jaana. However, I will set the timer for additional 12 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

My repatriation was canceled on Monday. The message came that I still need a facial image with me with a passport. I sent the picture and this was approved. I made a repatriation request again. Today came the message that the repatriation has been canceled for the third time. Still need a phone subscription certificate as well as driver's license information. Is this normal? It seems that they are deliberately prolonging repatriation, coming up with additional explanations all the time. I have already sent numerous documents.

I have now sent 14 documents, all have been approved and it has been said that I can repatriate, again. Today, my withdrawal was rejected for the fourth time and it was announced that the withdrawal section of my account has been closed for security reasons. So I will hardly get my money from that casino.

Thank you very much, Jaana, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of PlayFast Casino to ignore us in our attempts to mediate any kind of issue. Regardless of a few unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello, Jaana,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite PlayFast Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear PlayFast Casino Team,

Could you please state the reason why the player's account was not verified? What documents are problematic? What steps do a player need to take to successfully verify her account and withdraw her funds?

Thank you in advance for providing the information.

We would like to ask PlayFast Casino Team 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 will have a negative impact on the casino's rating.

Based on the information we were provided via email by the casino's representative, I am extending the timer and waiting for further details.

Dear Jaana,

I would like to ask you for a little more patience. However, if there was any progress on your issue in the meantime, please do not hesitate to let us know about it.

Thank you for understanding.

Dear Jaana,

Unfortunately, the casino stopped responding. Since we have not received any response or details from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option how you can try to resolve your issue or speed up the process - to contact the gaming authority the casino is regulated by and submit a complaint directly to them (certria@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. I believe the casino will use this option in the future.

Best regards,

Branislav, Casino.Guru