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Complaint regarding delayed €2,000 withdrawal and Rule 8.19

BACKGROUND

I had accepted a casino bonus, but my balance never dropped to the point where I started playing with bonus funds. I continued playing with my real-money balance and won.

After winning, I contacted FieryPlay's live chat because I wanted to make sure that I was allowed to withdraw while I still had an active bonus on my account. Support confirmed that I could withdraw and that the bonus would simply be forfeited.

I then requested a €2,000 withdrawal. My account is fully verified.

FieryPlay's system automatically split my single €2,000 withdrawal into four €500 requests. I did not create these separate requests myself. So far, only €500 has been paid, while €1,500 remains pending. Support confirmed in the attached chat that the splitting was done automatically by their system.

THE DISPUTE

FieryPlay says my withdrawal may take up to 30 days because Rule 8.19 applies when the balance/withdrawals are at least 20 times greater than total deposits.

I do not dispute that the 20x condition applies. I dispute FieryPlay's interpretation of what Rule 8.19 means.

Rule 8.19 states:

"In cases when the amount of your withdrawal request (-s) including current account balance and lifetime withdrawals are at least 20 times larger than the total sum of your deposits, you may be limited to 5000 EUR (or equivalent in your currency) for withdrawal during 30 days."

This establishes a €5,000 withdrawal limit during a 30-day period. It does not state that withdrawals subject to this rule have a 30-day processing time.

My withdrawal is only €2,000, so it is below the €5,000 limit.

During the attached chat, FieryPlay support repeatedly described Rule 8.19 as a €5,000 withdrawal limit over 30 days, but then claimed this means my €2,000 withdrawal may take up to 30 days to process.

RULES 8.15 AND 8.16

FieryPlay's Terms separately specify actual withdrawal approval times.

Rule 8.15 states:

"The withdrawal amount of 1501 USD to 15 000 USD will be approved within 14 days from the date of request, except for weekends and holidays."

Rule 8.16 provides a 30-day approval period only for withdrawals from USD 15,001.

I specifically asked support why Rule 8.15 did not apply. The agent replied:

"In this case, a limit of 5,000 euros over 30 days applies, rather than the standard terms specified in Rule 8.15."

However, Rule 8.19 does not state that it overrides Rule 8.15, nor does it state that the casino has 30 days to process my withdrawal.

I repeatedly asked support to identify the exact contractual wording establishing a 30-day processing time in my case. They were unable to provide it. Eventually, the agent said we were "going around in circles" and ended the discussion.

THE CORE ISSUE

A €5,000 withdrawal limit during a 30-day period is not the same thing as a 30-day processing time.

FieryPlay is using the former to justify the latter, despite Rule 8.19 not stating this.

Only €500 of my €2,000 withdrawal has been paid, with the remaining €1,500 still pending.

EVIDENCE ATTACHED

I have attached:

* the support chat PDF;

* a screenshot showing my verified account and transaction history; and

* FieryPlay's Terms and Conditions.

REQUESTED RESOLUTION

I ask Casino Guru to review FieryPlay's interpretation of Rule 8.19 and whether it is consistent with the actual wording of its Terms.

I request that FieryPlay process and pay my remaining €1,500 without unnecessary delay, rather than applying a 30-day processing period that is not stated in Rule 8.19.

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Dear JayJay87,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your response.

I would appreciate it if you could please read my complaint and review the attached evidence before responding, as your reply does not address the actual issue I raised.

My complaint is not simply about a delayed withdrawal. The issue is that FieryPlay is applying a 30-day processing time to my €2,000 withdrawal based on Rule 8.19.

Rule 8.19 states that I may be limited to €5,000 in withdrawals during a 30-day period. It does not state that withdrawals may take 30 days to process.

FieryPlay's Rule 8.15 separately states that withdrawals between USD 1,501 and USD 15,000 will be approved within 14 days, while the 30-day approval period in Rule 8.16 applies from USD 15,001.

I repeatedly asked FieryPlay to identify the contractual wording that turns the €5,000/30-day withdrawal limit into a 30-day processing time. They could not provide it.

My account is fully verified, and this is shown in the attached evidence.

A €5,000 withdrawal limit during a 30-day period is not the same thing as a 30-day processing time.

I would therefore appreciate it if you could review the complaint, the attached chat conversation, and FieryPlay's Terms and Conditions before assessing the case.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JayJay87,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean