The player from Germany had noticed a significant decline in her winnings after depositing thousands of euros, expressing frustration over the perceived inconsistency and suggesting it might have been fraud. The Complaints Team had communicated that without further evidence or response from her, they were unable to investigate or provide solutions, leading to the closure of the complaint. The casino maintained that it was licensed and adhered to fair gaming practices, stating that wins and losses were part of the gaming experience. The player had the option to reopen the complaint in the future if she chose to continue communication.
Playfina Casino - Player experiences declining winnings.
Closed
Our verdict
Player stopped responding
Amount: €3,000
Playfina Casino
Safety Index:Very highCase summary
Discussion
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9 months ago
Translation
At first, I won a little bit every two days. After that, I deposited thousands of euros, and the winnings got worse and worse until I stopped winning altogether. It's always the same... Absolute fraud.
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9 months ago
Dear frozencamel1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Dominika
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9 months ago
Translation
Dear Frozencamel1,
We're truly sorry to hear that your experience on our platform didn't meet your expectations. However, we would like to emphasize that our casino is fully licensed and we strictly adhere to the established terms and conditions to ensure fair and safe conditions for all players.
We have carefully reviewed your gaming history from the beginning of this month until today. According to our system, you have achieved several notable wins during this period. For example, on April 7, 2025, you won €135.25 playing Big Wild Buffalo with a bet of €0.25. On the same day, you also won €76.40 and €43.20 playing the same game with bets of €2. In addition, you won €31 with a bet of €0.25, €30.80 with a bet of €0.50, and €26 with another bet of €0.25 on the same game. Playing Elephant Stampede SE, you won €32.50 with a bet of €0.50. These are just a few examples—there were many more wins during this period.
This shows that the games are worthwhile. However, a casino is not a financial institution and cannot guarantee consistent profits. Winnings and losses are integral parts of the gaming process and contribute to the thrill and excitement that players seek.
We would like to emphasize again that our casino is licensed and we have no influence on game results in any way. All game settings are controlled by the provider, ensuring fairness for all players.
If you wish, you can contact us 24/7 via live chat or email Contact our support team to request a complete overview of your bets for personal review.
We firmly believe that gambling should only evoke positive emotions. If you feel like you're no longer enjoying your game, perhaps you should take a break or use the responsible gaming tools available on our website.
If you have any further questions, we will be happy to help you.
Best regards,
Playfina Casino
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9 months ago
Dear frozencamel1,
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.
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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Dominika
Casino.Guru
