Playfina Casino - Player is having issues with a withdrawal from the casino.

Dear nw89335,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a picture. Could you please elaborate?

Do I understand correctly that you are experiencing difficulties with your withdrawal from the casino?

Is your account verified? When exactly did you request the withdrawal?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

I withdrew without being verified and I'm trying to get it back I'm verified now

I didn't know

nd they have said there no such money there's more

I get it didn't go tho cause I wasn't verified but should it go back to the wallet on the app and then I should be able to withdraw it

Please help

Thanks for the explanation, nw89335.

Could you please forward the email you received from the casino to my email at tomas@casino.guru?

I'll await your message.

Dear nw89335,

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.

Thank you very much, nw89335, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Okay thank you

Hello nw89335,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Playfina Casino to join the conversation.

Dear Playfina Casino,

Can you please provide information on why the player's withdrawal has not been processed?

Dear Michal,

As you requested, we will provide you with information regarding the withdrawal of this player.

Nicole received a no-deposit free spins bonus on May 9, 2023 and was very lucky to win from it.

Then she asked for a cashout of her win.

But we have a clause in our BONUS TERMS & CONDITIONS that limits the maximum winnings from no-deposit free spins.

You can find it here: https://playfina.com/en/bonus-terms

ADDITIONAL TERMS

4.2. The maximum winnings from no deposit free spins are €100 or the equivalent in the player's currency. Meanwhile, the maximum winnings from a no deposit cash bonus are 10x the bonus amount.

Consequently, she was able to withdraw an amount of 150 AUD, which is the equivalent of €100.

We would like to state that we strive to be as clear as possible with all our actions and consistently adhere to the rules posted on our website.

Best regards,

Playfina Casino

Thank you for your response and clarification, Playfina Casino.

Please forward me any evidence that the player gained the winnings from the No deposit bonus to michal.k@casino.guru

Dear nw89335,

As per Playfina Casino's response, if your winnings were gained from or with the help of a no-deposit bonus, then I'm afraid the above-mentioned rule applies. It is quite common for casinos to have such rules for their no-deposit bonuses. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this. Hopefully, we were able to clarify the situation. You are able to withdraw an amount of 150 AUD, which is the equivalent of €100. Please let me know once you do so and when you receive the funds.

Dear Michal,

The withdraw of 150 AUD was successfully sent to Nicole on May 10.

Best regards,

Playfina Casino

Dear nw89335,

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.

Dear nw89335,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal