Playfina Casino - general discussion (page 3)

Dear Maestro808,

Thank you for your feedback! It seems to be more of a personal opinion than constructive criticism, and of course you are entitled to your opinion. We want to assure you that our customer service team is made up of real people who are dedicated to supporting our players. We are also sorry that we did not meet your expectations, but we want to assure you that we always strive to fulfill the wishes of our players and do everything we can to create a pleasant atmosphere for everyone on the site. If you would like to discuss specific issues or have suggestions for improvements, please feel free to contact us.

For your ultimate comfort,

Playfina Casino

If you really exist then prove it to us. If you really stand for transparency and "ultimate secure convenience" then enlighten us about the company and the current person behind the keyboard. After all, they believe you are working legally and want to gain more customers and their trust. Based on the sentence structure, I can tell that "you"’s post was generated by an AI. I am sure that no customer supporter for 1500€-1900€ per month can produce such perfect German in grammar and spelling.

The fact that there is no personal before and after delivery at the end of your message proves to me that your company is not transparent and is hiding something.

It's a shame, but opinions can also be viewed as constructive criticism. Their reaction also proves to me that they don't care about opinions either, meaning that their customer service doesn't seem to be any better than some scam companies whose licenses have been revoked.

Dear Maestro808,

thank you for your open words!

On the subject of names: For data protection reasons and to protect our employees, we do not always provide full names in communication. This follows privacy best practices, which does not mean we are not transparent or have something to hide. We understand that this may raise questions, but please be assured that it is standard practice to ensure both the privacy of our teams and the security of our customers.

On perfection in texts: We actually use modern tools for grammar and spelling checks in order to provide answers that are as clear and understandable as possible. But that shouldn’t overshadow our humanity – we’re here, we’re listening, and we want the best for our users.

If you have specific questions, we will be happy to help you.

Kind regards,

Your customer service team at Playfina

Dear representative of playfina,

If you are hired as a customer support representative then it is common practice for you to introduce yourself. This has nothing to do with data protection. You can also do like the other companies and come up with identities. Then you can even bypass the data protection issue. So there's nothing wrong with not having a name at the end of the message. Unfortunately, this is not an argument or rather a very thin, weak argument.

So if the privacy of the team members is more important than the trust of the customers and transparency then you have just confirmed that you have no idea about "customer service" and I would once again recommend that you take a workshop or seminar on customer service. Ultimately, there should be no lack of quality and qualification if you use modern tools for perfect sentence formation.

PS: Are there any job advertisements for such a great company that protects its employees more than its customers?

Dear Maestro808,

We thank you for your feedback and understand that opinions may vary. It is important to us that any criticism or opinion is based on well-founded information. While we value the exchange of ideas, we also recognize that there are situations in which further dialogue may not be productive.

Please be assured that our approach to protecting the privacy of our employees does not undermine our commitment to customer trust and transparency. We always strive to find a balance that takes into account both the safety of our employees and the satisfaction of our customers.

Although we may disagree about certain practices, we take your feedback seriously and will use it as an opportunity to review and improve our processes. With this in mind, we feel that it is best to end our discussion at this point, with the hope that we can continue to count on your understanding and support in other areas.

We thank you for your understanding and wish you all the best.

Best regards,

Your customer service team at Playfina

So I can't apply to you? Thank you for your feedback 🙂

Dear Maestro808,

Thank you for your continued interest! You are welcome to submit your CV support@playfina.com send. If your qualifications match our current requirements, we will certainly contact you to discuss further.

Best regards,

Your customer service team at Playfina

Hello dear community,

I was lucky this time. After a deposit of around 200-300 euros, I finally won! A good 4-position amount. I've been fighting for verification for 3 days now. I've sent all the documents and every day I get a response saying that the email address missing from the photo in the documents is not valid, etc. According to the website, I have a green tick at all the verification points, so everything has been delivered. I've communicated with the live chat several times and they tell me that they have everything. But every 24 hours my withdrawal request is rejected. I don't understand it and I'm starting to feel like I'm being ripped off. I asked for a call, but unfortunately that didn't work. I don't know if it was really a good idea to play there. I would be delighted if Playfina responded to this post!

Best regards

Hello, it's quite a strange situation when you say that everything has been verified and practically it has been successful, after all I have the feeling that it looks like you are not. So when you communicated with live chat, did you ask them what the problem with the rejection was when everything should be fine ? They should probably explain it to you. We give casinos 14 days to resolve KYC and withdrawals, but if you can't verify or there's still an issue with the withdrawal and you don't know what to do next, let me know and we'll try to help.

Fingers crossed. 🤞

Dear Hakan_Syi91 and Jaro,

Thank you for reaching out and sharing your experience. First of all, congratulations on your win! We apologize for any inconvenience caused by the verification process.

Our casino is licensed and operates strictly according to the current rules. In order to quickly resolve this situation, we need to identify your account. Could you please provide the email address associated with your profile? This will help us to review the matter more efficiently and provide you with all the necessary information for a successful withdrawal.

Jaro, thank you for your support. We understand Hakan_Syi91's frustration and will work to resolve the issue as quickly as possible.

Best regards,

Playfina Casino

You're welcome, I hope it can be resolved as efficiently as possible and everyone will be happy. 

Good luck and have a nice day. ☘️

Thank you, Jaro! We appreciate your support and understanding. Good luck to you as well, and have a wonderful day!

Best Regards,

Playfina Casino

we live in the 21st century and there are casinos where money is withdrawn in 8-10 seconds!!! those who withdraw money for 3 weeks or more should look for fools, there is no need to play in such casinos at all!

Most casinos today only pay out a few winnings, they send different promotions, they earn millions, when the user wins a good amount, they do everything they can to avoid paying. KYC takes less than 12 hours, withdrawals are immediate, beyond that, run from these casinos.

Dear Pufabass86 and Caniggia2021,

Thank you for your feedback! We understand that fast withdrawals are important to our players, and we strive to process them as quickly as possible on our end. Our payout times are within industry standards, and we continually work to improve them. Besides the speed of processing transactions, our commitment is to provide a secure and reliable gaming environment.

Of course, not everything depends on us, and sometimes delays occur on the side of the payment system, which we also strive to address and resolve promptly. 

If you are our players, could you please share the email address associated with your profiles? This will allow us to identify you and look into the matter further.

Best regards,

Playfina Casino

We each have the opportunity to choose a casino. If someone does not like the longer waiting time I have no problem with it and players can find one where it suits them better. 

However, sometimes different factors enter into the withdrawal that the casino cannot control, so I would just like to point out that it is not always the casino's fault. 

Anyway, I wouldn't want to wait a few weeks either, so I'm not judging anyone, and I hope you're just having a good experience. 🙂

Rating for the online casino "Playfina"

Unfortunately, I have to say that Playfina is one of the worst casinos I have ever dealt with. While deposits are quick and easy, withdrawals are practically impossible as you have to verify your identity first. I uploaded all the necessary data and then spent hours communicating with customer support, especially an agent named Romero, to no avail. It was like talking to a wall. Even though I uploaded both the front and back of my ID correctly, he kept claiming that the image was edited. This is absurd as all I had to do was compress it as Playfina does not accept files over 2MB.

It became clear that Romero had no interest in verifying me, obviously to prevent the payout. He also constantly asked for current proof of address that was no older than 90 days - as if you were moving every three months! All the information on my bank statements, bills and ID card matched, but he didn't seem to care.

Another big problem is the misleading bonus offers. The casino lures new players with a 40% first deposit bonus and 300 free spins. But these free spins are only available after a deposit of €200, which is only explained in the terms and conditions with a tiny question mark symbol that is barely visible on the mobile phone. It was similar with a Sunday offer: it said that if you deposit €20 you would get a 40% bonus plus 300 free spins, but in fact you only got 30 free spins with this deposit.

I ended up deleting my account because the customer support was simply incompetent. It was clear that verification was never supposed to be completed to prevent withdrawals.

I have also noticed that when playing slot games in the browser (Google Chrome), the game keeps crashing for a short time and then immediately reopens. It almost seems as if the game is being deliberately interrupted in order to manipulate potential winnings.

My conclusion: Stay away from this casino. Verification is deliberately delayed and the bonus terms are misleading. It seems like a scam to me. I advise everyone to read my review before registering with Playfina.

Rating: -5 stars

Thank you for your post and review too.

I'm quite surprised because the overall user rating is great. Surely sharing such feedback may help others to consider whether this casino is suitable one. MayI know how long have you been playing there? Regarding the games, from my own experiences with Google Chrome, cookies these days may ruin almost everything. It's getting worse with every update. We deal with similar issues quite often, despite not even being casino. I just wanted to mention that. 😀

Dear R4gebambi3,

Thank you for your feedback. We are very sorry that you had a negative experience on our website. We would like to respond to your review in a comprehensive manner and clear up any misunderstandings that may have arisen.

First of all, we would like to point out that we are a licensed casino and we strictly follow the set rules that you agreed to upon registration. In addition, we strictly follow the rules of our license to ensure a safe and fair gaming environment for all our players. We strive to complete the verification process as quickly as possible, but our main concern is the safety of all our players. According to the "ANTI-FRAUD POLICY" section in our T&Cs: "To verify a player's account, the casino management requires documents (ID, payment systems, utility bills, etc.) in Latin or Cyrillic script." Please note that as our expert informed you, we cannot accept screenshots or scans while you have uploaded a scan of the document.

Also, we would like to draw your attention to the fact that the first deposit bonus in our casino is 100% UP TO €200 + 200 FS. On the bonus page, the minimum deposit requirements for each set of free spins are indicated in a standard font and in a different color than the main text. Also, the BONUS TERMS on the bonus page explains in detail how the free spins are credited in parts. Detailed terms can be found not only on the first deposit bonus page, but also on each of our bonus offers. Here is the link to the first deposit bonus page with a detailed description of the rules and conditions: https://playfina.com/en/first-deposit-bonus.

As for the errors in the game, we recommend that you clear your browser's cache, check the speed of your Internet connection and, if possible, try to access the game from a different browser or device. If after these steps the problem persists, we recommend that you contact our technical support chat, specifying the name of the game, the provider and the country from which you are accessing the site. Our specialists will investigate whether it is a problem on our side.

If you have any further questions, please do not hesitate to contact us.

Best regards,

Playfina Casino