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

The first lifting attempt 22.4. Probably ten documents submitted. Always what was requested. The chat service responded, but the same response: the documents are being checked. Each time the withdrawal is returned (1000). Three weeks is a long time. I do not recommend that Casino. Next, they will probably ask about the size of the shoe.

Dear Leena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided? Have you provided all the required documents in a timely manner and in the correct format?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hey! An approved ID has been requested for the documents. Account confirmation / iban, bic., Addresses / invoices pdf. Most recently a telephone company subscription agreement. Debit card numbers, etc. Withdrawal is usually only canceled and I have to ask why. The answer is the same, wait while the documents are reviewed. This cycle has lasted for 3 weeks. Nowhere else in the casino has it been so difficult.

Thank you very much Leena for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, Leena,

I am sorry to hear about this unpleasant situation. 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 has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify her account?

Thank you in advance for providing the information.

Thank you for asking for more information on what needs to be done to ensure a successful repatriation. The most difficult thing about communication is that there will be no more detailed instructions if a document has not been approved. It may take a week for the next time to be successfully checked again, but the game page will show that it was not approved. This spiral is strenuous. If I put in a new document now, I will no longer know what it is like when it has not been requested. However, I can't get home.

I reported to the casino and asked to close my Game Account.

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, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear Branislav,

Due to internal procedures and certain security thresholds, the Risk & Fraud Department requested enhanced KYC procedures be carried out for security reasons.

The documents requested were:

- An official document from the mobile provider stating his name and registered mobile number

- A photograph of the ID used for verification next to the players face 

While account verification and enhanced due diligence may be frustrating, they are a necessary part of our security measures in order to better understand our customers and their financial dealings, to serve them better, manage risks prudently and to comply with AML laws.

As the player stated, the account now has been closed.

Best regards,

Playfast Casino Support Team

The exact same explanation came all the time, nothing was still valid, even though I have provided all of them. Indeed, I have all provided what they say in response !. I closed my account because they didn't check anything.

Thank you for the updates and information.

Dear Leena,

Currently, I am not sure about the status of your issue.

Your casino account was closed. Were your disputed funds paid? Or, did you receive your deposits?

Funds were not repatriated. I then did so by playing the money away at once and asking me to close my account permanently. Would have given me a € 40 rebate, but I didn’t want to. The matter has now been dealt with on my behalf. So I was left in a bad mood about this casino. Thanks for helping, but their response was not enough because I had submitted everything successfully.

Thank you very much, Leena, for your explanation. I am sorry your issue was not resolved according to your expectations.

Since you have played your balance down to zero, I am afraid there is nothing more we can do. In this case, we are forced to reject this complaint due to the loss of the disputed funds.

Although I hope you will not come across a problem like this again, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, PlayFast Casino Team, for your reply and information.

Best regards,

Branislav, Casino.Guru