Complaint #38 Playfastcasino

Wont let me verify because of my old visa card

By Zargony1

2 years ago

Hi.

I am in the process, or I thought I was, with verifying my account to make an withdrawal.

After uploading and getting approved proof of address, proof of identity and proof of credit card used when making a deposit, they have sent me an email stating I also have another card I need to get approved.

This is an old, old visa card that is expired a long time ago, cut in half as per banks wish and thrown away. I haven't used it in a long time, I have used my new card to make my last deposits, and the old card doesn't exist anymore. I have contacted my bank but they don't have any information on it now.

Still, Playfast casino is insisting I send them an picture of this card for verification before i can withdraw the money won after deposit with my new and in use visa card.

What are the legal rights here? Do old visa card have to be verified, or is it as I understand from the rules the current Visa in use that need to be verified?

If so, I have, and they wont accept it.

Help me, please

Disputed Casino Playfastcasino

Reason Verification issues

Discussion

AskGamblers

• Support Team

2 years ago

Dear @Zargony1,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Zargony1

2 years ago

Delete this.. i have played the money and closing my account. I dont need it and this is too much hazle, i do not have the energy to fight against a casino. They got their way, but I do hope people stay away from playfastcasino.

They will take your money in a heartbeat but do everything they can to keep your money, they are an disgrace to online casinos

Playfastcasino

• Representative

2 years ago

Dear Player,

We are currently reviewing your case. Please allow for some time while we are investigating the matter.

Sincerely,

The Playfastcasino Team

Zargony1

2 years ago

The amount i want to withdraw is 100 000 NOK, or around €10 000

I told them this is old information, and I got an email back saying i needed to verify the card used to deposit.

The card used to deposit the money i played to win with is already verified

Playfastcasino Complaint Stats

Resolved 13 / 23

Avg. Amount $3,170

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Playfastcasino Complaints

See all complaints for this casino

Stalling withdrawal for days

Hi,

On 1/11 i requested i withdrawal for 800 euro. I tried to make the same withdrawal the day before but i couldnt because i was not verified. After sending in the documents i was able to create a withdrawal request on 1/11-2025.

Two days later my withdrawal was canceled saying they needed more documents: Selfie+ID and bank statement for the bank i was withdrawing to. Fine, sent those in and requested a withdrawal again. The day after my withdrawal was canceled again because the bank statement didnt include all the requirements. But the id+selfie was approved.

Once again i sent in more documents and created a new withdrawal request. And this time the documents were approved.

Today the request was canceled again and the reason is they want a NEW ID+Selfie closer to my face.
Note that this is a document that has already been approved.

Resolved

€800

Playfast Casino - Balance removed 21550

Regarding the general facts:

I have frequently played at Playfast Casino as well as other casinos operated by Marketing C.W. B.V. I was fully verified with Playfast Casino, Campeonbet, and Svenbet and have already successfully completed multiple withdrawals in the past.

I am an experienced player and am very familiar with my rights, as well as with bonus terms and conditions.

Recently, I won €7,000 on Playfast Casino. I immediately requested a withdrawal. As this casino has a withdrawal limit of €1,000 per day (with a processing time of 3–5 days), this naturally takes some time for larger sums.

After receiving the first four withdrawals, I continued to play a little with the remaining €2,000–€3,000 and was fortunate enough to increase my balance to €23,000, all of which was done on my mobile device.

The following day, my account balance was suddenly reset to €0, and my pending withdrawal was declined and confiscated.

I then received an email claiming that I had violated certain terms and conditions. These accusations were completely unfounded, as none of the alleged violations applied to me.

When I requested clarification and evidence, I only received an automated email response, and no proof or justification has been provided despite my explicit request.

Of course, no evidence exists, as I have not breached any of the terms and conditions. I did not use any bonuses, did not use a VPN, nor am I in any way connected to any betting syndicate (as was alleged).

Please assist me in resolving this matter. Otherwise, I will have no choice but to escalate this further to the relevant licensing authorities and to consider taking additional legal action.

Thank you for your attention.

Unresolved

€21,550

Playfast Casino - They took my money

Good day, I would like to file a complaint against the bookmaker https://playfastcasino.com/ .
I verified my account, made bets PERSONALLY, on tennis.
Then I set up a withdrawal, and they took 631 dollars from me (I am attaching screenshots)
I started writing to find out what the problem was, they do not provide anything, they send the same thing to the mail. Support does not say anything.
They do not provide me with any evidence and do not say anything.

The account is verified personally to me (they indicated that the documents are fake)

I did not use VPN, I can confirm this, I used my personal permanent Internet Wi-Fi, I can provide IP at any time
Regarding fraudulent bets, this can't be, I personally placed them, I understand tennis, I can show the entire history of bets on the account.
I ask you to help me solve my problem and punish this bookmaker. They couldn't withdraw my money for 2 weeks and later they simply took it from me.
Below I attach all the screenshots of communication with support. Thank you

Unresolved

$631

Big Delay 250Eur Withdrawal

I initiated a withdrawal of 250€ on 5th March 2024. It's been 15 days now, and my withdrawal is still in 'Pending' status. I've contacted support, and all they respond with is:

'We regret to inform you that your request has not been processed within 72 hours due to a high volume of requests.' And 'we are unable to provide you with a specific timeframe for its completion.'

My account has been verified, and this is not my first withdrawal. The first one went smoothly within the promised 72-hour timeframe.

But now, with this another withdrawal, it has been 15 days with no explanation other than 'high volume of requests.'

I cannot recommend this site to anyone!

Resolved

€250

Playfast Casino - Cannot resolve Playfastcasino problem for a month

Hi, please help me.

I saw a good level of trust in the Playfastcasino from your site and registered.

After passing verification with them, I made a deposit and played in the casino and sports.

How did I win against them? I now have 561 dollars in my account. I wanted to withdraw them, but they simply canceled my withdrawal or asked for additional documents for additional verification. I sent them all the documents they asked for on the same day. But they asked for more and more.

As a result, after confirming my documents, they informed me that we were canceling the withdrawal for an indefinite period. They don't say anything about the timing. How is it that they have a high rating for you?

I gave them about a month to check my account. But yesterday when I asked them in a chat how long it would last. They replied that they had no additional information.

Please help me.

Resolved

$561

Again delayed payment

Hello again,

I've got a delayed payment again. I already had the same problem with Playfastcasino last year. Last time you were able to solve the problem.

I'm fully verified. I had successfully withdrawals in the past but they declined my request again. And wanted documents they already received at least once. Ok, they wanted a Selfie with my ID again AND accepted it.

Till now they received the:

Passport + Selfie twice

ID card + Selfie twice

Driver's license + selfie

Statement of account

And cellphone bill.

Now my new withdrawal request has been pending since September 6th.

Please askgamblers to help me to get the withdrawal processed.

Resolved

€400

Verification over 5 days now 5700eu

Hello

Since I opened my account I had plenty of deposits without any withdrawals. Never asked for any bonus.

On the 4th of July I managed to win 5700 euros from my 3rd deposits

Day after I sent all my documents. No response at all. Sometimes waiting on chat 20 min. Nobody responds. Finally I reached someone today. She said she will write to the relevant department.

It's about verifying my account. It's been over 120 hours now.

Thank you

Unresolved

€5,700

Playfast Casino - The deposits has not reached the account

I made 2 deposits using usdt erc20. None of them appeared in the casino despite being fully confirmed. Bots act as agents in the chat, copying the same information over and over again. In response to the first application, I received information that the answer would be provided within 24 hours. Of course, I didn't receive any reply. Total amount its 136,46 USDT

Unresolved

$136

Playfast Casino - Big delay in payout of 661euros

I am writing to you in this situation on April 24, 2023, after passing the verification at the play fast casino, I put the entire winnings in the amount of 661 euros for withdrawal in their reclamation it is indicated that they withdraw funds within 3 working days, but at the moment they have not given me back my winnings say some delays please help me to deal with them.

Unresolved

€661

Request for permanent self exclusion not honoured

Dear AskGamblers team,

I kindly ask your for your assistance with my complaint against Playfast casino; specifically in regards of their responsible gambling policy/behaviour.

On Feb. 17th 2022, I sent an e-mail to Playfast casino support, asking for my account to be closed. I specified that my account needs to be closed permanently, because I have a gambling problem. Casino responded to me via e-mail on the same day, and stated that closing account permanently would not be possible. They said that the maximum time period for self-exclusion they can set is three months and asked me to confirm whether I wanted to do that. As a problem gambler, I was disappointed with this, but accepted the three month self-exclusion time, as I though it was better than nothing.
On May 19th, I sent them another e-mail, asking them to keep my account closed for another three months, but to this, I never got a reply.

I stayed away from Playfast casino for a long time, until on March 10th 2023, I relapsed. Between March 10th and March 18th, 2023, I deposited a total sum of 948€ to the casino, losing all the money. On March 18th, I sent them another e-mail and insisted that my account would be closed permanently. To my surprise, they closed my account within the same day, without any further questioning.

Now I want to know the following: why did the casino fail to honour my request the first time I asked my account to be closed permanently? They specifically stated that maximum time for self-exclusion is three months.
The casino's terms and conditions say the following: " a Customer Support Agent will inform you of the available self-exclusions periods. There can be no variations of the pre-selected time periods".

The second time I asked for the account closure, I was not informed of anything like that. In addition, hasn't the casino gone against their own terms now since they say "there can be no variations of the pre-selected time periods".

In my opinion, Playfast casino have not acted according to their own terms in this situation, and I will demand them to refund me my deposits from 10-18th March 2023, which total up to 948€. I have been trying to contact the casino but since closing
my account on March 18th, they have stopped replying to me. I have all e-mail conversations available if you need me to send them to you for a review.

Unresolved

€948