The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. He said previous payouts had been successful, no bonus had been used, and the pending balance had been €14,000, which he believed the casino had been delaying. We asked for an update after the recommended waiting period, but he did not respond to our messages. As a result, we closed the complaint due to lack of communication and no further investigation could be completed.
Playfina Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: €14,000
Playfina Casino
Safety Index 8.6 HighCase summary
Discussion
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1 month ago
Translation
Hello,
I've been playing at Playfina for quite some time now.
Recent payouts were approved without any problems.
There is now a balance of €14,000. A payout of €2,000 has been requested, but unfortunately this has not been processed for 3 days.
No further payments can be requested; only one can be requested at a time.
No bonus money was used.
Can anyone help?
Automatic translation:
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1 month 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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1 month ago
Dear Realist92,
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 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,
Complaints Resolution Center
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1 month ago
TranslationPrevious payouts were successful.
No bonus used.
No further payment is possible if a payment is still under review.
My guess is that the casino wants to delay the winnings and the balance of 14000 and not pay them out as usual.
Automatic translation:
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1 month ago
Dear Realist92,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 weeks ago
Dear Realist92,
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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2 weeks 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,
Karla
Casino.Guru
