The player from Germany felt coerced into making a donation of €720.77 to expedite payouts, following a suggestion from the VIP manager. He reported unprofessional behavior and demanded a refund. The Complaints Team reviewed the situation but concluded that they could not fault the casino for transactions made outside its environment and the actions of the individual. As a result, the complaint was closed, and the player was advised that the complaint would remain public to inform others of the incident.
Playfina Casino - Player demands refund after unprofessional conduct.
Closed
Our verdict
Unjustified complaint
Amount: €720
Playfina Casino
Safety Index 8.6 HighCase summary
Discussion
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6 months ago
Translation
The VIP manager has sent a donation link to receive donations.
After a few payouts, the link from the VIP manager arrived; after a donation of €0.91, the response was: next time more money ""
I donated €720.77 to get faster payouts; I felt forced to do so.
The response also came today that we are not allowed to make quick payouts, presumably to attract higher donations.
Absolutely unprofessional and a violation of the casino's terms and conditions.
I have reported the case to playfina and am demanding a refund of €720.77.
They are obligated to check their employees; I didn't know they weren't allowed to do that at all.
Whether I report this to the authorities remains to be seen, depending on what answer Playfina gives me.
I also sent them evidence and am still waiting for a response from them.
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6 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playfina Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain whether you used the casino's cashier to deposit in the casino?
- Have you contacted support and asked for assistance with your issue?
- Could you please share with me your communication with the VIP manager regarding the request for donations to better support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
TranslationI made several deposits and withdrawals via the Playfina cashier; the period during which they sent me the link via WhatsApp was roughly from August to November.
I sent you a screenshot and another reply via email with evidence, for example, her account with @vipeva, which is how she's known at the casino.
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6 months ago
TranslationThe mere fact that she wants to give me the money back is clear proof; everything else is self-evident.
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6 months ago
TranslationAnd I had no idea until a few days ago that the manager isn't allowed to do something like that at all.
I constantly felt pressured to donate after receiving payouts, because she sent me the link and I asked the VIP manager to make a quick payout. I thought I had to do that, which is not the case.
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6 months ago
TranslationTherefore, I demand the €720.77 back because I was deceived, exploited, and cheated.
They are required to demonstrably save WhatsApp chats, aren't they?
I assume she deleted the evidence, or rather, it already seemed strange to me that the number on WhatsApp was changed 3-4 times between August and November.
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6 months ago
TranslationIt is the casino's responsibility to vet such people; I don't even want to know how much money has been collected from other people as well.
It's no coincidence that she wrote to @vipeva on Revolut; this shows her intention to swindle donations.
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6 months ago
TranslationFurthermore, this violates the casino's terms and conditions; they are not allowed to accept donations from a player at all.
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6 months ago
TranslationIf you want to see the bank statements, let me know; you can always see the transfer there after I've withdrawn from the casino.
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6 months ago
TranslationLook at the reply, she writes: I thought you were sending the money out of friendship.
You can't see any more evidence or intent than this.
This is officially 100% confirmed.
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6 months ago
TranslationI would now like to get your expert opinion on this. What do you think about it?
Please write to me and tell me what you think about it.
Thanks
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6 months ago
TranslationI wrote to the casino and they said it's okay for employees to accept donations for quick payouts because it has nothing to do with the casino.
Quote: It's a private donation
Absolutely unprofessional, and shocking.
People, be careful, and never donate to the managers, they'll rip you off.
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6 months ago
TranslationTherefore, PLAYFINA CASINO accepts that VIP managers are allowed to make quick withdrawals for the customer and simultaneously receive donations for this purpose.
So the VIP manager works for the casino, makes quick payouts for the customer, and takes extra money for it. Of course, it has nothing to do with the casino itself. 🤣🤣🤣
I WILL DO THAT
REPORT IT TO THE GAMBLING AUTHORITY.
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6 months ago
TranslationSo employees are allowed to send links and ask for money for quick payouts? Unbelievable! 🤣🤣🤣
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6 months ago
TranslationThey wrote in response to ASK GAMBLERS that it is absolutely forbidden.
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6 months ago
TranslationIt has now been sent to the authorities with all the evidence.
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6 months ago
TranslationThe mere fact that she is officially called Eva Playfina VIP Manager and has the initials @vipeva in her private bank account is sufficient, and I hope/think the authorities will see it that way too.
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6 months ago
TranslationHer official name is Eva, playfina VIP Manager; I wanted to say something else.
It's obvious that it wasn't a private donation, that's certain, not as the employee upstairs said. Why? Because I have her data, the connection came from her, therefore the casino is already involved and liable.
I could bring up as many arguments as I want, but it's simply undeniable, that's a fact.
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6 months ago
TranslationThe fact that the employee wrote that is unbelievable!
There are no more arguments to be made, the case is 100% clear, there are no more excuses.
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6 months ago
TranslationOf course, it's obvious they're trying to cover everything up and so on, well, I'm curious about the answer.
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6 months ago
TranslationWhat I noticed: the WhatsApp number is apparently no longer active. She recently created a new one, and it only has one checkmark. It was also checked by a third party and also only has one checkmark. This number is apparently no longer active.
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6 months ago
TranslationPlayfina's response: They made a private donation and don't want to communicate with me because I am, of course, right.
The fact that you are officially stating again that this is a private donation shows me that the rating must fall from 9 to at least 4.
Edited
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6 months ago
TranslationThey officially admit that employees can rip off customers 🤣 Donations for services can be accepted; please send donation links/bank account details privately with the company abbreviation @vipeva.
That's unbelievable, I can't believe it.
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6 months ago
My answer for playfina :
Do you know what's important to me in this matter? That the players/new players are warned about what's happening at your company. I did my duty to protect the customers, which you didn't do, and you've officially confirmed this.
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6 months ago
TranslationI'm curious to see what Mr. Casino Guru will reply.
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6 months ago
TranslationAnd the fact that the manager's number is suddenly no longer active very likely indicates that she was suspended or fired = admission of guilt.
Or was it ordered that it be deleted to cover up evidence?!
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6 months ago
TranslationAnd now I understand why the employee kept changing numbers, probably so she couldn't keep track of all these chats and activities.
That was quite strange.
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6 months ago
TranslationWell, I don't expect an answer anymore; Playfina Casino is being difficult because they know it's a violation and they are liable for it.
You really did pretty much everything wrong that could be done wrong.
This shows how a supposedly good casino is in the spotlight, and yet has missed pretty much everything.
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6 months ago
TranslationInstead of Playfina admitting their mistake and refunding me my €720.77 because I was cheated by the manager.
No, absolute ignorance from Playfina Casino, and to defend the fact that employees are allowed to do such things, I cannot understand it and will not understand it.
Playfina Casino does not have control over its employees and supports fraud against customers (see screenshots).
I don't know what the CGA authority will say about this, but in my opinion it's clear that I'm 100% right: there's no such thing as private donations to a client, and there shouldn't be.
Perhaps Playfina Casino will come to its senses and realize and admit that they made a mistake, for example by not checking employees.
The mere fact that an employee constantly changes his phone number and apparently can do so without any problems shows how Playfina Casino operated: namely, a complete disregard for compliance, which the CGA authority will not like at all.
And I really hope I get my money back because I've been ripped off.
My conclusion from this matter:
I no longer play at Playfina Casino.
And I no longer recommend it because of what happened.
So be careful!
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6 months ago
TranslationAnd if Playfina had properly investigated and checked...
Could you have seen the chat where the manager sent me the link for Revolut and taken action?
I can only say be careful, as happened to me, I was pressured with responses like "We can't make a quick withdrawal today" / "More money next time, hehe." That's how they quickly manipulate you. And if you don't send anything, you can wait until your money is sent, or you'll be tenth in line. That's how managers put pressure on customers.
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6 months ago
TranslationThe main thing is that I warned them and took decisive action against it!
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6 months ago
Thanks for your patience.
I went over the information you shared with me.
Unfortunately, we can't fault the casino for transactions you made outside of its environment. If you wish to pursue the return of the funds you sent to the individual on your own, we can't assist you with it or ask the casino for any compensation. The complaint itself will stay public so others may be made aware of the incident.
Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
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5 months ago
We reopened the case to include additional comments and the casino's point of view in the complaint thread:
Dear Davejan11,
Thank you for sharing your concerns. We have carefully reviewed the situation and want to clarify the facts.
The payments you made were entirely voluntary, given as a gesture of appreciation for the service provided by our VIP managers. At no point did anyone from the casino request or pressure you to make any payment. These tips were never linked to faster withdrawals or special treatment – all withdrawal requests are processed strictly in the order they are received. Any impression that tipping would lead to quicker payouts is incorrect.
It is also important to note that the payments were made outside the casino system. As such, we cannot take responsibility for them, nor can we provide a refund for transactions that occurred privately between a player and an individual. Our VIP managers follow strict procedures and do not encourage or solicit payments. The situation you describe arose entirely from your own decision to provide a tip.
We appreciate that you wanted to reward the service, but we need to emphasize that the casino cannot influence or guarantee any outcomes based on voluntary contributions. All players are treated equally, and our standard processes are applied consistently to ensure fairness.
We hope this clarifies the matter.
Kind regards,
Playfina Casino
