Playfina Casino - Player claims that her withdrawal has been delayed.

I have made two payouts. One for 2000$ and another for 600$.

It has been over 48 hours and I have not received any money. Playfina has not responded to any of my emails. The chat people are like robots; they keep telling me that my money is being processed and that they sent it to my bank and that they sent me an SMS code and an email with a password to access my funds. First of all, they don't send money direct to banks - they go through Gigabyte, hence the password. I told them that I receive all the other promo emails they send me but that I did not receive their email with password and it is not in my sms messages either. They asked if I checked my junk folder...the level of incompetence is mind boggling. They have not tried to rectify my problem. They tell me to contact my bank, and say what??? My money is still sitting in the casino account. I am able to cancel the 2000$ payout and use that money if I wanted to play -- if my money was processed, that 2000$ would not be available for me to play. They pretend to escalate my issue to the finance department and then the technical department - no one has gotten in touch with me to fix this issue and they have my 2600$ and I believe they are trying to steal my money. This is by far the worst casino experience of my life and not one person working there has the ability or desire to solve problems. I want my money back and then my account to be closed with these people as they are truly causing me a stress I don't need. I have proof that my money is still sitting on their site. I have not had anyone contact me trying to solve my issue from their company. This is horrible and I will not stop until I get my money back. I have proof that the 2000$ is still there as "cancellable" cash, they are blatantly dishonest.

Dear gpjohnson2023,

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 the 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,

Kristina

Dear gpjohnson2023,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.