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HomeComplaintsSurfplay Casino - Player's withdrawal has been delayed due to account verification issues.

Surfplay Casino - Player's withdrawal has been delayed due to account verification issues.

Black points: 655

Amount: €1,300

Surfplay Casino
Safety Index:Below average
Submitted: 21 May 2025 | Unresolved : 19 Jun 2025
Unresolved Our verdict

No reaction

UNRESOLVED

Case summary

2 weeks ago

The player from Germany faced ongoing issues with withdrawal from surfplay.com casino after winning €1,500 from a €45 deposit. Despite submitting all required verification documents, his requests were met with delays and rejections, leaving him with an outstanding balance of €1,300. His account remained unverified despite his cooperation with the casino’s verification process. The Complaints Team made multiple attempts to contact the casino for assistance, but no response was received. Consequently, the complaint was marked as "unresolved," which may have negatively impacted the casino's safety rating. The player was advised to contact the Cura?ao Gaming Authority for further action.

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1 month ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 month ago

Dear Deadmatcher,

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.

  • Could you please advise which documents you have already provided and when exactly you sent the last one?
  • Have you provided all the required documents as soon as possible and 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


Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.


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1 month ago
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Good morning,

"Could you please tell us which documents you have already submitted and when exactly you sent the last one?"

+ Front and back ID card

+ Bank statement for proof of address

+ Jeton Bank statement Proof of deposit

+ Screenshot jeton account with ID and name

+ Selfie with ID card and checkered note with handwritten "Hello surfplay casino 18.05.2025"

+Telephone number proof of provider with invoice


The document with the phone number is the last one I sent, on May 20, 2025.





"Have you submitted all required documents in a timely manner and in the correct format?"


I submitted all the documents before I even requested a withdrawal. I did so voluntarily, without being asked.


I just sent a request to Surfplay.com, my status is unchanged, my documents are being reviewed.


I've been waiting for a cooling-off limit since yesterday at 1:49 PM UTC. It's just like with verification; "it may take some time" is the standard answer to everything.

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1 month ago
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I received an update. I'm supposed to file a tax return. I submitted it immediately upon request.

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1 month ago

Thank you for your reply, Deadmatcher. Has there been any news?

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1 month ago
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Hello, my account is now fully verified, but I requested a withdrawal of €1300, but it was canceled after 2 days with the following message:


"We hope this email finds you well.


For technical reasons, we ask you to split your withdrawal into smaller amounts. This adjustment provides more flexibility and ensures a smoother and faster transaction process. Please be assured that the total amount will remain unchanged and all parts will be processed as quickly as possible.


If you have any questions or need further assistance, please do not hesitate to contact our support team."


I've now requested three withdrawals of €500, €500, and €300, which have been pending since May 25, 2025, at 10:30 AM.

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1 month ago

Thank you for the updates, Deadmatcher. I am happy to hear that your account has been verified. I would like to emphasize that we always give the casino two full weeks to process each payment. I will keep this complaint open, and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive, and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience, and please keep me informed about any further developments.


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1 month ago
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My withdrawals keep getting canceled, either due to a technical error or because I'm asked to withdraw a smaller amount. Now I'm supposed to request a maximum of €100 in withdrawals because anything else causes problems.

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1 month ago
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Hello Kristina, there's an update. All requested withdrawals have been canceled. After asking via live chat, I received the response that my account is not verified and I need to submit new documents. file


My account was verified. Here's the proof. file

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1 month ago

Thank you very much, Deadmatcher, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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1 month ago

Hello Deadmatcher, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the verification and requested pay out. I'll do my best to help you resolve this issue as soon as possible.


I’d like to invite a representative of Surfplay Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request and verification is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.


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4 weeks ago
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Hello Matej, nice to meet you. I have an update for you. The casino has been holding my withdrawal for more than four days now. Furthermore, I was initially informed that the finance department is very busy at the moment.


Then, 10 minutes later, I was suddenly told that my payout was being further reviewed, without any explanation. So now I'm being kept waiting.

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3 weeks ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 weeks 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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3 weeks ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 weeks ago

Thank you for the update, Deadmatcher. Please, let us know once you receive the payment. If the other two pending withdrawals are approved, would that mean everything is sorted, or is there more funds to be withdrawn still?

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3 weeks ago
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Hello, the other two outstanding amounts have been canceled and I should now upload the 3x new verification documents

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3 weeks ago

And have you been verified before, or is this the first time doing KYC, please?

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3 weeks ago
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This is the third time, twice before.

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2 weeks ago

This definitely does not look good, and I have messaged the casino directly again, to see if we can get them to respond and try to solve the complaint before the timer runs out.

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2 weeks ago

Dear Deadmatcher,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Cura?ao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at [email protected]. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej


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