Surfplay Casino

Hi AskGamblers

To shortly sum it all up, I unfortunately have a hard time getting my withdrawal processed, I’m sharing this experience with many users on trustpilot, which brought me here to complaint.

I was fortunate enough to win 30.000NOK upon a 600NOK deposit.

Both were placed 30/5 (12 days ago)

I’ve since then been asked for various documents, both regular KYC (Passport, card used and a Electric bill) but also multiple selfies showing my passport, and a note with the casino name.

5/6 My account gets fully verified, and I am reasured in their live chat, that this is the final step as to processing my payment.

I place a withdrawal the same day upon 25.000 and one upon 5.000 nok, in compliance with their 25.000 limit pr day.

6/5 Both my withdrawals got canceled, with the message that I need to upload a selfie with my passport, a note, and the account showing on a screen.

I uploaded this the same day, and once again got the message I was fully verified, and no more documents will be required to process my withdrawal.

9/6 my withdrawal upon 5000 NOK gets canceled as I am only allowed to have 25.000 Daily withdrawals, though none have been passed as of yet.

I’ve since then contacted then back and forth on live chat, they keep reasuring me that things are being handled, they even assure that the process will be speeded up

I have 11/6 still not recieved any payments, and I still get the same message that my withdrawal is being handled at the moment. They are not able to give any specific time rate as to this.

I fear they may stall my withdrawal, as I’ve read of cases where this has taken weeks and are still not resolved.

Dear AskGamblers Team,

I would like to file a complaint against Surfplay Casino due to a persistently delayed and repeatedly cancelled withdrawal request, as well as unclear and inconsistent communication from their support team.

On May 22, 2025, I won €148 and immediately requested a withdrawal. This request was then declined with the justification that I needed to upload a document verifying my phone number. Please note that I had already completed the full KYC process in the past, and I had successfully made a withdrawal less than six months ago without any such issues.

After uploading the required phone verification document, my withdrawal was cancelled again. This time, I was told to upload a selfie holding a piece of paper with the handwritten message: “Hello Surfplay” and the current date. This exact step had already been completed and accepted during my previous withdrawal. Nevertheless, I complied and submitted the new selfie as requested.

Despite this, my withdrawal was again cancelled, now with the reason that I had not wagered my deposit amount three times. This was surprising and confusing to me, as I had already fully completed a bonus with significant wagering requirements. When I questioned this, the support team claimed that even after meeting the bonus wagering conditions, players are required to wager their real money deposit three times. I believe this is misleading and not in line with fair gaming practices. Still, I fulfilled this requirement as well to avoid further delays.

At this point, my withdrawal amount increased slightly to €150 due to continued play. I once again submitted a withdrawal request. Yet again, it was rejected, now with the explanation that I was “not verified.” When I reached out to Live Chat, the agent told me they did not understand why this happened because my account was fully verified. I was advised to simply try requesting the withdrawal again, which I did.

Today, on May 29, 2025, I received an email claiming that I had requested the closure of my account — something I absolutely did not do. My withdrawal still has not been processed as of today.

Additionally, I would appreciate it if you could request the chat transcripts from my previous Live Chat conversations. I was informed during several chats that I could receive these by selecting an option at the end of the session, but this function never worked.

In summary, Surfplay Casino has now provided a string of different and often contradictory reasons for withholding my funds, despite full compliance on my part. I feel that I am being misled and unfairly treated, and I respectfully ask for your assistance in resolving this matter and ensuring that my €150 withdrawal is finally paid out.

Thank you in advance for your support.

Kind regards

Withdrawal Amount: €150

Initial Request Date: May 22, 2025