The player from Germany faced issues with a withdrawal from Playfast Casino after winning 23,000 euros. Following his successful withdrawals, his balance was suddenly reset to 0 euros, and his pending withdrawal was declined based on unfounded T&Cs violations. Despite repeated requests for clarification, he received only automated responses and no evidence of the alleged violation. The Complaints Team attempted to mediate the issue but ultimately marked the complaint as "unresolved" due to the casino's lack of cooperation, while advising the player on potential further actions.
PlayFast Casino - Player’s winnings have been confiscated.
Unresolved
Our verdict
No reaction policy
Black points: 1,917
Amount: €21,550
PlayFast Casino
Safety Index:Very lowCase summary
Discussion
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6 months ago
Translation
Hello everyone ,
General facts
I've played at Playfastcasino and other marketing cw bv casinos several times. I was directly verified at Playfastcasino/Campeonbet/svenbet and have already made several withdrawals.
I am an experienced player and am very familiar with rights and bonus conditions, etc.
I recently won 7,000 euros at Playfast Casino.
I then immediately requested a payout.
Since this casino has a withdrawal limit of 1000 euros per day (after processing 3-5 days), this amount takes some time.
After receiving the first 4 payouts, I started to play a little more with the remaining 2-3000 euros and was lucky; a sum of 23,000 euros was in my player account; this was done on my mobile phone.
The next day my balance was suddenly set to 0 euros and my pending withdrawal declined and withdrawn.
I received an email claiming that I had violated certain points in the T&Cs. This was completely unfounded, and none of the points applied. My email requesting a statement was responded to with an automated email, and despite my request, I was not sent any documentation or proof.
Of course there is no evidence as I did not violate any t&cs.
I have neither used a bonus nor a VPN and I do not belong to any betting mafia (which is what I was accused of).
Please help me, otherwise I will have to contact the licensing authorities and take further legal action.
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayFast Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Were your accounts in sister casinos also closed?
- When exactly was your account blocked?
- Did you achieve your current balance with the help of a bonus?
- When was the last time your payout from this online casino was successful?
- Could you please specify when you passed account verification and list which documents you provided to the casino to complete the verification process?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
Translation
In the sister casinos I closed myself at my own request because I had already deposited too much
My account was only blocked for games, I could still deposit or have access to my account
Since the wagering requirements and the max cashout are very unfair, I always play without a bonus.
Since the average payout period for this casino is about 3-5 days and I could request a maximum of 1000 euros per withdrawal, the last payout was made on July 1, 2025, and was part of the winnings.
The account verification took place 1 month earlier on June 5, 2025.
I submitted proof of identity in the form of my passport.
The proof of address was done with a bank statement
In addition, at the request of the support team, a selfie + passport document was taken, which was successfully accepted.
The verification was then completed and successful, as the deposit was made through Cashlib and did not require any further verification documents.
The same verification documents have been accepted just as successfully by many other casinos, including their sister casinos.
I will do everything to claim my rightful winnings, thank you for your reply
Edited
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6 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]), who will be at your service. However, I would like to warn you that it seems to be a common practice of PlayFast Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
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6 months ago
Dear Stalemate,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a PlayFast Casino representative to join this conversation and participate in resolving this complaint.
Dear PlayFast Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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6 months ago
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Thank you very much for your attempt.
I would now even be willing to reduce the value of the dispute to 50%, even though I won legally and without violating their terms and conditions, because the situation is slowly becoming hopeless to me.
kind regards
Dominik
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6 months ago
Dear all,
We would like to inform you that following a detailed review of the user’s Stalemate gameplay during the withdrawal process, we concluded that the player violated our Terms and Conditions (T&C’s 12.10), specifically clause i), which states:
12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.
As the player utilized multiple proxy IPs while playing in our casino, they breached clause i) of the above T&C's. Consequently, we proceeded with the deduction of his winnings.
Most of the user’s IP addresses were flagged as proxy IPs. The player consistently accessed his account using different proxy IPs, all flagged with the maximum fraud score (100) by IPQS tool, suggesting a deliberate attempt to disguise his true location.
Should you require further clarification, please do not hesitate to contact us.
Best regards,
Τhe PlayFast Casino Team
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6 months ago
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This is a baseless assumption, as I simply don't use a VPN.
After repeatedly requesting answers or proof, I was ignored and no proof was provided to me.
Why did they accept and confirm the first payouts? I find that extremely questionable.
I find it very unprofessional that I, as an active customer of Marketing CW BV, am treated this way and rejected, receive no proof upon request, and am not allowed to contact one of the managers to discuss the matter when the amount is so high.
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6 months ago
Dear PlayFast Casino,
Thank you for your response and the information you have provided.
Could you please state what advantage the player has gained by using a VPN?
I'll be awaiting your reply.
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6 months ago
Dear Stefan,
Thank you for your follow-up.
The use of multiple proxy IPs with the highest fraud score strongly suggests an intentional effort to conceal the player’s true location. This behavior breaches our security rules and violates Clause 12.10 (i) of our Terms and Conditions.
We remain at your disposal should you need further details.
Best regards,
The PlayFast Casino Team
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6 months ago
Dear PlayFast Casino,
Based on the information provided, we conclude that using the VPN did not offer any demonstrable advantage during gameplay, such as evading jurisdiction, bonus abuse, or creating duplicate accounts. If no additional evidence is presented, we believe the player is entitled to full payment. We hope to reach a mutually agreeable resolution.
I'll be awaiting your reply.
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5 months ago
Translation
I haven't used a VPN and will never do so under any circumstances in the casino. Why should I use a VPN?
From what I've learned, the only reason for an IP change (if this is true) could be a temporary loss of Wi-Fi connection and the continuation of the game using the mobile internet.
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5 months ago
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.
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5 months ago
Translation
Dear Stefan, I have now initiated further criminal proceedings against the casino and hope for a solution.
Thank you very much for your effort .
If possible, I would be happy if the process could continue to be followed on your site.
Kind regards
Dominik
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5 months ago
Dear Stalemate,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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..Regulator states that it will not handle individual disputes between players and operators, but if you want, you can try to contact them using the following link: https://www.gamingcontrolcuracao.org/contact. I am sorry I could not be of more help on this occasion.
Best regards,
Stefan, Casino.Guru
