Playfina Casino - Player's winnings have been confiscated.

I won round $7500 in total made my wager had passed all the id checks, as my balance dropped down ton$2500 I tried to withdraw and apparently I went over a $6.50 stake and the took the funds , Now my argument with them is why do they allow that?? All the others will not let you bet over there limit. I feel it’s just a scam not fair a bet is abet

Dear johnrthompson72,

Thank you very much for submitting your complaint.

I’m sorry to hear about your situation. I understand how frustrating it must be to lose your winnings, especially after passing all the ID checks and completing the wagering requirements.

From what you described, the casino claims that your funds were confiscated because you placed a bet exceeding the allowed limit of $6.50 while playing with an active bonus.

• Can you confirm whether you are aware of placing such bets? If you placed bets higher than allowed under the bonus terms, unfortunately, we won’t be able to assist further, as the casino would be enforcing its rules.

That said, we completely understand your concern. Some casinos do implement automatic restrictions to prevent players from exceeding the bet limit, which would be the fairest approach. Unfortunately, this is not yet a standard practice across the industry, and many casinos still hold players responsible for manually staying within the limits.

Please send any relevant communication or documents (game history) to petronela.k@casino.guru so we can review them. Your cooperation is key in determining if we can move forward with your case.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hi there, no I was not aware of any limits placed on betting from Playfina, I really believe it’s just another way this casino scams people, happy to take your money.

Guess they got me again, so over online Casinos blatantly steeling hard working Australians money over and over.

Anyway Mate, thank you so much for having a crack for me.

Maybe my mate and I should start rallying our Government to block these scams, I could give site after site however this is the first site that has good trust pilot reviews leased all the other site have just taken my money.

thanks once again chap.

All the best John

Dear Johnrthompson72,

Thank you for reaching out! We have reviewed your case and would like to provide a detailed response to clarify any misunderstandings.

According to our system, on December 28, 2024, you activated the Holiday - Boxing Day - 80% bonus. While wagering this bonus in the game Voodoo People, you exceeded the maximum allowed bet at that time of 6.5 AUD three times, placing bets of 8 AUD each.

As a result, on December 29, 2024, your winnings of 3,145.91 AUD were voided. Please note that in December, the following conditions were in effect, as stated in section 1.5 of our Bonus Terms & Conditions:

"While you have active bonus, maximum bet for all game types (slots, live games, table games, scratch, action games) is 5 EUR / 5 USD / 6.5 CAD / 6.5 AUD / 6.5 NZD / 50 NOK / 425.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, PLAYFINA reserves the right to confiscate the winnings."

Our casino is fully licensed and operates strictly within the established Terms & Conditions, which you agreed to upon registration. This ensures a fair and secure gaming environment for all players. Currently, the maximum bet limit for active bonuses has changed, and according to section 1.5 of our Bonus Terms & Conditions:

"While you have active bonus, maximum bet for all game types is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, PLAYFINA reserves the right to confiscate the winnings."

We appreciate your suggestion regarding the implementation of a feature to prevent exceeding the maximum bet. While this functionality is not currently available on our website, we have clearly outlined these rules in our Bonus Terms & Conditions for transparency. Additionally, this information is provided on each bonus page for players’ convenience. We always encourage our users to review the bonus rules before activation, and our support team is happy to assist with any questions.

If you have any further inquiries, we’d be happy to assist.

Best regards,

Playfina Casino

Dear John,

Thank you for your response.

I understand your frustration, and I empathize with your situation. However, I must ask once again—are you aware that you placed bets exceeding the allowed limit while the bonus was active? This is crucial, as the casino's review indicates that you placed bets of 8 AUD, which is over the allowed 6.5 AUD limit.

If it turns out that you did exceed the maximum bet limit, then unfortunately, we are unable to assist further in this case. The casino’s actions are based on their Terms & Conditions, which you agreed to when registering your account. It’s important to always review the bonus terms before engaging in any gameplay, especially when a bonus is active, to avoid these situations.

While we understand that this may feel unfair, the responsibility ultimately lies with the player to stay within the limits outlined by the casino. If these bets were indeed placed in breach of the terms, then the casino is justified in confiscating your winnings.

Thank you for your understanding, and we truly hope this advice helps you avoid any future issues with casinos.

Thanks heaps mate, for having a crack like come on really if that’s not a scam Im dumfounded.

I wonder how many people they get with that? like I know off 3.

Do not allow a CUSTOMER to bet over there limit if you have rules????

Good scam I’ll admit that!

thanks anyway Bro

Johnrthompson72,

We appreciate your input. However, we would like to clarify once again that the rules regarding maximum bet limits with active bonuses are clearly stated in our Bonus Terms & Conditions, which all players agree to upon registration.

While we do not currently have automatic bet restrictions, we ensure that this information is clearly provided not only in the Bonus Terms & Conditions but also on each bonus page for players' convenience. We encourage all players to review the conditions before activating a bonus to ensure compliance.

Additionally, our support team is available 24/7 and ready to assist you at any time if anything remains unclear. We are always striving to improve our platform and do everything possible to make the gaming experience more convenient for our players at every stage.

If you need any further clarification, feel free to reach out.

Best regards,

Playfina Casino

Dear John,

Thank you for your response.

I understand your frustration, but unfortunately, since bets exceeding the allowed limit were placed while the bonus was active, we are unable to assist further in this case. The casino's actions align with their stated Terms & Conditions, which specify that winnings may be forfeited if the maximum bet rule is violated.

While we recognize your concerns about the casino’s system not preventing higher bets, it remains the player's responsibility to adhere to the bonus terms. We always encourage players to carefully review the terms before playing to avoid such situations.

As there is no further course of action we can take, we must now reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Casino.Guru