The player from Germany had successfully completed the wagering requirements for a €50 bonus but later received a notification stating that his €400 winnings were withheld due to exceeding the maximum bet of €5. Despite confirming his eligibility with customer support, he argued that the bonus terms were misleading and that withdrawing his funds was possible. He planned to file a complaint with the Curacao Gaming Control. The Complaints Team reviewed the situation and clarified that the maximum bet rule was standard in the industry, and while the casino's failure to enforce it through software was noted, it did not change the breach of terms. Consequently, the complaint was closed as the gameplay indicated that the terms had been violated.
Playfina Casino - Player faces withdrawal issues due to account restrictions.
Amount: €400
Playfina Casino
Safety Index:HighSafety Index
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8.8
Playfina Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Yesterday, on 23/01/2025, I received a €50 bonus from a tournament. The wagering requirement was 10x (€500), which I successfully completed, and I had €400 left over.
I wanted to withdraw this amount, but because I was skeptical, I contacted the live chat to confirm this was indeed mine. The employee "Jarvis" (see images) assured me that the €400 was mine because I had met the requirements.
I went to bed overjoyed. However, this morning, I found an email stating that I had violated the rules and that my money would be withheld, so I would receive nothing. Apparently, I played with a bet higher than the €5 maximum described in the conditions.
I see things a bit differently. Why isn't the bet amount limited per round to €5 when a bonus is active? Playfina says this isn't possible. I believe it can be set. Other sites have set different maximum bets.
Playfina refuses to pay out the money despite my account being verified, claiming it's not possible to return the money. Of course, it is. The casino simply doesn't want to.
I am writing my complaint here and will also file a complaint directly with the Curacao Gaming Control because I will not be taken advantage of like this.
As a German speaker, I also find the described bonus conditions somewhat misleading. They are described as follows:
"1.5 While the bonus is active, the maximum bet for all game types (slots, live games, table games, scratch cards, action games) is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (unless otherwise specified in the bonus terms). Purchasing in-game features (including but not limited to 'Respin') increases your bet. If the player exceeds the maximum bet while the bonus is active, PLAYFINA reserves the right to withhold winnings."
Slot games are not mentioned in this rule. During the bonus period, I played games like Le Pharao and Donny Dough, which are clearly slot games and not as described "slot machines." I was never at a slot machine; everything happened on my smartphone while playing a slot game. I find this somewhat misleading.
I cannot speak with any manager from Playfina. The live chat brushes me off with a "Sorry."
What can I do now? To me, the conditions are somewhat misleading and not clearly described.
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2 months ago
Dear schmiiiddy,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
1.5 While you have active bonus, maximum bet for all game types (slots, live games, table games, scratch, action games) 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.
Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
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2 months ago
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I have never heard of this rule before. I requested the entire game so I could check it out.
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2 months ago
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What I also have to criticize is the way it is described. In the terms and conditions, after "all game types" there is a list of applicable types in brackets. In German, this includes the term "slot machine". However, I have not
Time slot machine played. According to Wikipedia, a slot machine is an electronic or mechanical machine which is used exclusively for
gambling is intended.
I played video slots on a smartphone. This is purely software and not a machine.
I actually think that the description is misleading and not entirely clear to me. The casino then refers to their spelling "All game types". However, in order to make this clear, the list in brackets should not have been there. Because it would be clear for all types of gambling.
otherwise the list would have had to say "slot games" or "video slots".
I think that due to these circumstances the conditions discussed are not correct
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2 months ago
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In my opinion, you have to be very precise, especially when it comes to terms and conditions.
Not only Wikipedia gives a clear definition of the term "slot machine" but also Chat-GPT sees clear differences:
Answer from Chat-GPT:
Yes, of course! Here is the answer without the bold text:
There are some differences between slot machines, i.e. classic physical machines, and online slot games:
1. Physical presence:
Slot machines are physical machines that are found in casinos, bars or arcades. They have levers, buttons and displays that show the reels. Online slots, on the other hand, are digital games that are played on computers, smartphones or tablets and only require an internet connection.
2. Availability and flexibility:
Slot machines require a visit to a specific location, which limits availability. Online slots can be played 24/7, anywhere you have internet access.
3. Game variety:
With slot machines, the choice is often limited to the number of machines in one location. Online slots, on the other hand, offer a huge variety with hundreds or even thousands of different games and themes.
4. Graphics and functions:
The graphics of classic slot machines are limited, as are the available features. Online slots usually have modern designs, impressive animations and many bonus features, such as free spins, multipliers or progressive jackpots.
5. Costs and deployments:
Slot machines often have set betting ranges that vary depending on the machine and location. Online slots offer more flexibility, from very small bets to large sums.
6. Interactivity and social aspects:
Slots offer a more social experience as you can interact with other players on-site. Online slots are often a solitary activity, but some platforms integrate chats or tournaments to enrich the experience.
7. Payout and chances of winning:
In slot machines, the payout rate (RTP) is often lower,
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2 months ago
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I would also like to address "fair play". If this rule exists, why does the casino not have a technical protection mechanism that blocks bets over €5? This is an absolutely common practice and is "purely a software setting". It is possible. I see this as a clear failure on the part of the casino.
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2 months ago
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From what I've just seen, CasinoGuru has awarded Playfina Casino as fair. In their Fair Gambling Codex it is described that the casino has a protection mechanism that blocks bets higher than the bonus limit.
Playfina does not have this mechanism.
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2 months ago
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I'm still writing to Playfina support. Regarding the difference between "slot machine" and "online slot game" in German, even support employee "Ryder" says that it could be a translation error. But I don't take responsibility for translation errors if they cause ambiguities?
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2 months ago
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After a discussion with the live chat lasting over 3 hours, my chat was forwarded by the employee "Ryder" to a "Ronald" and then immediately closed. Now I no longer have access to contact customer service. My live chat is blocked. I did not receive the chat history, which I requested after the chat ended.
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2 months ago
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I would like to point out again that I received another email yesterday evening saying that my winnings are still being withheld. My access to live chat is still blocked. I have not once been insulted or abusive, but Playfina does not want to discuss anything with me.
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2 months ago
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Since I haven't mentioned it yet, I wanted to add that I am fully verified.
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2 months ago
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Hello dear CasinoGuru team,
Suddenly I was able to use the live chat again and after a short time it simply ended without any comment.
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2 months ago
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Hello dear Casino Guru Team,
I am still unable to contact live chat. I have probably been blocked. However, I can still access my account.
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2 months ago
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I just saw that Playfina has changed their bonus terms and conditions.
Now it says: 1.5 While the bonus is active, the maximum bet on all game types is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (unless otherwise stated in the bonus terms). Purchasing in-game features (including but not limited to "Respin") will increase your bet. If the player exceeds the maximum bet while the bonus is active, PLAYFINA reserves the right to withhold the winnings.
They removed the list with the wrong translation behind it. Thus, they admitted their mistake.
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2 months ago
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I was able to chat again after a 48-hour ban.
After a few minutes I was passed from Ian to Ronald. The chat ended immediately and I was blocked again. I can't write using the live chat again
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2 months ago
Thank you for your extensive replies.
I understand your dissatisfaction. However, the issue with the German translation does not change the fact that bets placed above the maximum allowed limit violate the casino's bonus terms. Please note that Playfina is an online casino and does not operate land-based gaming halls or physical machines.
While I understand your frustration that the maximum bet rule is not automatically enforced by the casino software, this practice is standard. As mentioned earlier, casinos are not penalized in our reviews for lacking software that enforces betting limits with bonuses. That said, we consider technological enforcement of such rules a key feature of "fair and safe" casinos, which Playfina is not categorized as.
For clarity:
Playfina is rated as a "fair" casino, a slightly lower standard than "fair and safe" casinos. According to our Fair Gambling Codex, "fair and safe" casinos are expected to implement rules that are technologically enforced, ensuring players cannot unintentionally breach terms, like exceeding the maximum bet limit while using a bonus. We are actively encouraging the industry to adopt this higher standard. However, at the current time, only a limited number of casinos meet the "fair and safe" criteria.
On the other hand, "fair" casinos are online casinos that pay out all legitimate winnings, do not have any unfair clauses in their Terms and Conditions, do not use any deceitful practices to trick players and enforce restricted countries and restricted bonuses.
Since the gameplay clearly shows the maximum bet rule was breached, we have to close this complaint.
Thank you for your understanding, I am sorry we could not be of more help on this occasion.
Best regards
Veronika
