The player from Germany was frustrated with a payout that was three days overdue and emphasized the importance of adhering to processing times. She requested immediate processing of her withdrawal and an explanation for the delay, threatening to escalate the issue if it was not resolved soon. The Complaints Team communicated with the casino, which informed them that her withdrawal request had been declined due to verification issues and exceeding the daily withdrawal limit. After an extension for further communication, the player did not respond, leading to the rejection of her complaint.
Playfina Casino - Player's payout has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €4,000
Playfina Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Subject: Urgent complaint: Delayed payment by 3 days
Dear
I am extremely disappointed about the delay in my payout, which is now three days overdue. As a reputable provider, you should stick to your own processing times, as customers rely on a quick and reliable payout.
I hereby request that you process my withdrawal immediately and provide me with a clear explanation for this delay. If the situation is not resolved as soon as possible, I will be forced to consider further steps, including a complaint to the relevant authorities.
I expect an immediate response with a binding statement on the status of my payout.
Best regards
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1 year ago
Dear hosseinmardinursen17,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
TranslationGood day
On 12.02 around 10:00 am they advertise 24 hours.
I have the feeling that they just don't want to pay out.
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1 year ago
TranslationYes, I have paid out before but they always have a reason to reject it.
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1 year ago
Thank you for your reply, hosseinmardinursen17. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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1 year ago
TranslationDear Hosseinmardinursen17,
Thank you for reaching out to us! We understand the importance of timely withdrawals and have carefully reviewed your case. We would like to provide you with a detailed response to ensure complete clarity.
Your first withdrawal request dated 12/02/2025 09:20:31 UTC 0 for 4,000 EUR was declined because verification of your payment methods was required. In addition, you exceeded the daily withdrawal limit and were notified accordingly.
As stated in the "PAYMENT POLICY" section of our Terms & Conditions:
"The maximum withdrawal amount that will be paid out to a player is €2000 per day / €5000 per week / €20,000 per month, unless otherwise stated in the terms and conditions of a specific promotion."
Currently, both of your withdrawal requests are being processed and no further action is required from you. Please also note that according to our WITHDRAWAL POLICY, which you agreed to upon registration,
"All withdrawals via bank transfer are generally processed within three to seven (3–7) banking days."
If you have any further questions, we will be happy to help you.
Best regards,
Playfina Casino
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