Fiery Play Casino - Die Auszahlung an den Spieler verzögert sich und die Gewinne sind gefährdet.

The casino "Firiety" (payment processor Mirata Services LTD) is refusing to pay out my remaining winnings of €400. I had previously requested a withdrawal of €1,000 (two €500 payments on September 16, 2026). The casino demanded irresolvable documents (a bank statement from August 2025 for an already closed account).

I subsequently uploaded an official, stamped account closure document from my Sparkasse Duderstadt bank, which clearly proves the account has been closed. The casino is now consistently rejecting this crystal-clear document with the fabricated excuse of "poor image quality." Due to this immense psychological pressure and stalling tactics, I have unfortunately already lost some of my winnings. I now demand the release of the remaining €400 from the system. Please assist me in obtaining a manual review from the casino management.

Das Casino „Firiety" (Zahlungsabwickler Mirata Services LTD) verweigert mir die Auszahlung meines verbleibenden Gewinns von 400 €. Zuvor hatte ich 1.000 € zur Auszahlung beantragt (2x 500 € am 16.09.2026). Das Casino forderte unlösbare Dokumente (Kontoauszug aus August 2025 für ein bereits geschlossenes Konto).

Ich habe daraufhin ein offizielles, gestempeltes Abrechnungs- und Auflösungsdokument meiner Sparkasse Duderstadt hochgeladen, welches die Schließung des Kontos glasklar belegt. Das Casino lehnt dieses gestochen scharfe Dokument nun permanent mit der erfundenen Begründung „schlechte Bildqualität" ab. Durch diesen massiven psychischen Druck und die Hinhaltetaktik habe ich leider bereits einen Teil des Gewinns wieder verspielt. Ich fordere nun die Freigabe der verbleibenden 400 € im System. Bitte helfen Sie mir bei einer manuellen Prüfung durch das Casino-Management.

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Dear Julia.Schwarz1981,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• What exact reasons did the casino provide for rejecting your stamped account closure document??

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.