PlayFast Casino - Spillerens kæmper for at fuldføre KYC-verifikation.

I was asked to verify my account, ie to send pictures of my driver's license, invoice and statement. I sent all the documents and they were approved. I was then asked for a picture of me holding hangers next to my face. I sent this and it was accepted. After all this, I was asked for pictures of other identity papers as well as a certificate that the phone line belongs to me. The casino's own website says that a driver's license is enough as proof. As well as my own data does not even show the phone number so I see no reason why these should be confirmed. I tried to explain to customer service that people in Finland do not necessarily have other identity papers. I would have a passport but expired in 2019 and this was not valid for them. I have not been able to withdraw any money from my account. And on top of all that, I made a deposit through Zimpler so that too should be enough to verify my identity.

Minua pyydettiin varmentamaan tilini eli lähettämään kuvat ajokortista, laskusta sekä tiliotteesta. Lähetin kaikki dokumentit ja ne hyväksyttiin. Tämän jälkeen pyydettiin kuvaa jossa pidän henkkareita naaman vieressä. Lähetin tämän ja sekin hyväksyttiin. Kaiken tämän jälkeen pyydettiin kuvia toisista henkilöllisyyspapereista sekä todistusta että puhelinliittymä kuuluu minulle. Kasinon omilla sivuilla sanotaan että ajokortti riittää todisteeksi. Sekä omissa tiedoissani ei edes näy puhelinnumeroa niin en näe syytä miksi nämä pitäisi vahvistaa. Yritin asiakaspalveluun selittää ettei Suomessa ihmisillä välttämättä ole toisia henkilöllisyyspapereita. Minulla olisi passi mutta vanhentunut vuonna 2019 eikä tämä heille kelvannut. En ole saanut nostettua yhtään rahaa tililtäni. Ja kaiken lisäksi tein talletuksen Zimplerin kautta joten sekin pitäisi riittää henkilöllisyyden todentamiseen.

Dear Joni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly (based on the disputed amount) that there is currently €5,000 being held due to incomplete verification?

Additionally, 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.

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes thats right. I havent been able to withdraw any money. And i understand the KYC-policy and i have done that several times on different casinos. But i have already sent three different photos about my drivers license which are all approved. I have sent photo about my utility bill which is approved. And i have sent photo about my bank statement and its approved. But i dont understand why they want different id verification? And i dont have second id other than passport which is outdated in 2019. And in there own website is said that drivers license is good for verification. I dont have any other documents about communication because i havent get any answers to my emails.

Thank you very much Joni for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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 Joni,

I looked at your complaint and will do my best to help you. I would like to invite PlayFast Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.