Held back withdrawal

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