Playfina Casino - Player has a deposit issue.

Dear viki8888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Dominika

Dear Viki8888,

Thank you for reaching out to us. We have reviewed your situation and would like to provide a detailed explanation to avoid any misunderstandings.

According to our system, on 2025-01-14 at 13:26:04 (UTC 0), you attempted to make a deposit of 30 EUR. This deposit remained in a "Pending" status for some time and was marked as unsuccessful on 2025-01-14 at 15:27:37 (UTC 0).

Since the deposit was made using a bank card, the funds should return to your account within 5 business days. If the funds are not returned to your bank account by then, we can escalate the case to our finance department for further investigation. Therefore, we kindly ask you to contact our technical support team via Live Chat or email at support@playfina.com no earlier than 2025-01-21 at 15:27 (UTC 0) if the funds have not been credited back to your account by that time.

When reaching out, please provide a bank statement starting from 2025-01-13 so that we can pass the information to our specialists for review.

Should you have any additional questions, we’ll be glad to assist you.

Best regards,

Playfina Casino

Dear Viki8888 and Dominika,

We are pleased to inform you that the deposit of 30 EUR made on 2025-01-14 at 13:26:04 UTC 0 was successfully credited to the gaming balance on 2025-01-21 at 19:29:55 UTC 0, and the player started using the balance on 2025-01-21 at 23:42:05 UTC 0.

If you have any further questions, we will be happy to assist you.

Best regards,

Playfina Casino

Dear Playfina Casino, thank you for the information provided.

Dear viki8888, do you need any more assistance, or can we consider this resolved?

Dear viki8888,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.