PlayFast Casino - Player’s struggling to complete account verification.

I can't download my documents. I can't contact customer service.

Dear Jani,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that you are experiencing problems with the account verification.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hey. Thanks for the answer. I'm trying to download the documents so I get a "contact support" message I'm trying to connect via chat but it doesn't work. I have put in an email but am not getting a response. I will lose my money if they do not verify my account within 30 days. I have money in my game account for about 8,500 euros.

Thank you very much, Jani, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Jani,

I have reviewed your case and will be helping you from this point forward.

I will now try to contact the casino to see if I can find out more information.

We would like to invite PlayFast Casino to join the conversation and to aid in the resolution of this complaint.

Hello Jani,

There has been no response from the casino so far, I will attempt to contact them once more.

We would like to ask Playfast 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, the complaint will become ‘unresolved’ which may negatively affect its rating

Hello Jani,

Has there been any progress with your verification?

I have made contact with the casino via Skype and I am awaiting a further response from them. I will extend the timer to allow for this.

Kind regards,

Adam

Has not progressed

Hello Jani,

I am still waiting for more information from the casino, I will extend the timer once more.

Hello all!

Please accept our apologies for the delay.

Dearest Jani, kindly note that you have not provided us with KYC documents regarding your cards used for deposit.

If for any reason you are unable to upload your documents you may always forward them via email to the address support@playfastcasino.com .

We look forward to verifying your account!

Kind regards,

Playfast Support Team

Thank you for your response, Playfast Casino.

The player has been so far unable to upload any documents, perhaps there is a technical problem?

Dear Jani,

Please try to send the necessary documents by email as requested and keep us updated on your progress.

Dear Jani,

Have you sent the required documents? Please let us know if you have made some progress. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

I have sent but cannot download the documents and I have sent an email but have not received a reply.

Dear Playfast Casino,

Can you confirm you have now received all the necessary documents?

Please provide an update on the situation.

Kind regards,

Adam

Yes I have sent all the documents but I have not received a reply.

We would like to ask Playfast 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Jani,

Have you made any progress? Please provide an update on the situation.

Kind regards,

Adam

Dear Jani,

I will extend the timer once more, please respond and advise if this matter has since been resolved. If we do not hear from you within the set timeframe, I'm afraid the complaint will be rejected.

Kind regards,

Adam

It has not progressed and I do not think it is progressing.

Thank you for the update Jani,

We will extend the timer one more time in the hope of resolving this complaint.

Dear Playfast Casino,

Can you please advise on the situation with the player's verification?

Dear Jani,

I have tried to get in touch with the casino repeatedly but had no further response. Unfortunately, there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Please let me know how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Best regards

Adam

This complaint has been reopened at the request of the casino.

Dear Jani,

The casino has stated that they never received the documents for verification of a deposit means and that you have since played out your balance.

Could I ask you to confirm if the above is correct?

Kind regards,

Adam

Dear Jani,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear Jani,

As we have heard nothing further from you, the complaint will now be rejected as previously mentioned.

It can be reopened at any time.

Kind regards,

Adam