Surfplay Casino - Player's withdrawal is delayed due to verification difficulties.

Hello, I'm having difficulty verifying my account that I'm trying to withdraw money from. They are requesting the following: A selfie with your passport and a piece of paper (in one hand) that says "Hi, SurfPlay Casino and the current date". The paper must have lines or a grid pattern. Pay attention: your hand and the document must be fully visible. 

- Confirmation of deposit using Webredirect - APM61_CARDS - Praxis 25 EUR dated 2024-11-12, showing: date of deposit, amount of deposit, and full name; 

- Confirmation of a bank statement, which must show the following information: full name, address, account number (IBAN), account owner name, bank name, swift code, and be no older than 3 months. Please note that it must be a bank statement, not a separate transaction.

I've taken many screenshots of my account and uploaded them. I've also taken a photo of myself with my driver's license and written what they requested, all without success.

Dear ellenorsemmelhack,

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

• Do I understand correctly that you have provided all the required documents, but they haven't been approved?
• Have you provided all the required documents in the correct format?

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,

Kristina

Yes absolutely my identity that I showed with the help of ID document and passport has been approved but the transaction between my bank and surfplay game account that I have has not been approved. Have taken cards between Sparbank Rekarne with that deposit and I have done, they now understand that it is not euros but Swedish currency. But they don't think the transaction is clear. There are 8 approved verifications but not enough. Don't know how I'm going to succeed with between the banks. Have played at different casinos before as these have always been approved. get the feeling that they want to tire out players. A day to try to get an account verified with so much evidence is unfounded.

Thank you very much for your reply, ellenorsemmelhack. Could you please forward all the communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear ellenorsemmelhack,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.