Playfina Casino - Player believes that their withdrawal has been delayed.

I made two deposits to the casino. First deposit was played down. The second deposit resulted in a win.

I submitted all of my kyc documents as per the conditions listed on the casinos website. Including a screenshot of the deposit showing the amount, date and name of the merchant.

I provided proof of my deposits paid to the casino. However the casino advised me there has been issues with the payment provider they use in terms of verifying my deposit. Despite me showing proof of authorisation. I made the deposit via Apple Pay, I note that since that time Apple Pay is no longer available for deposits?

I have then been advised on live chat that my account is fully verified and my withdrawal will be processed in due course, this has not happened.

For 5 days straight I have been told there is no update however they are waiting on their payment processor to fix the issue which never occurs.

i was asked to show proof the first deposit belonged to me, which I have done.

I am told nothing can be done until they resolve the issue on their side with no maximum eta to fix.

I have since contacted my bank who have advised me that my deposit paid was authorised and remains unsettled by the merchant. I don’t believe this is my issue I deposited via an approved method, wagered the funds and played exactly as per the casinos terms and conditions.

i have more to add if needed including chat transcripts and additional proof if needed.

I have attached screenshots but need to upload more documents, maximum is 5.

Dear Electrojunkie,

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

Thanks for your response, my main issue it thay the deposit which was paid at 5:54pm on 08/03/2023 has not been settled by the payment processor which the casino uses. I authorised the payment, which is one part of the process, the merchant needs to settle the deposit which they haven’t done. Does the 14 day time period apply to KYC? If so I will wait another 6 days no problem. Just want a fair outcome.

thank you

Hi, the casino has processed my KYC and approved my first withdrawals. Hopefully the funds are received on my end. I’d like to close this complaint on the provision that I am able to reopen it in the future if my funds aren’t received please.

I thank you so much for your support.

Thank you for your reply, Electrojunkie. I am happy to hear that the verification issue has been resolved. Of course, I can close the complaint now I you wish, but I would suggest that we keep it open until you receive your withdrawal as this would be an easier process for us. Please, let me know how you wish to proceed.

Thanks Kristina I will leave the case open and confirm once the withdrawal is received. Thanks again.

Awesome, please keep me informed about any further developments.

Dear Electrojunkie,

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.

Hi Kristina,

so far I have received most of my winnings just waiting on a couple more transactions.

will keep you updated.

thanks again

Hi I have received my withdrawals successfully. I would like to close this complaint and thank you for you assistance 🙏

Dear Electrojunkie,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru