Playfina Casino - Player is struggling to withdraw her funds from the casino.

Hi there,

I’m trying to withdraw some money I deposited. I have already deposited over $10,000 with little to no wins whatsoever. My last deposit was $1500 and I spent $500 and decided I didn’t want to keep playing or lose anymore, so I’ve asked that my account is verified so I can withdraw it. The casino has come back and said that I need to wager it 3x… clearly after losing $10-12K I’m not money laundering. Please help me get money out. Thanks.

Dear emmamac34,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playfina Casino.

I checked the casino website and found the rule the casino is referring to:

Any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal. Otherwise the Casino has a right to charge a fee for the procession of deposit and withdrawal, which is at the sole decision of the Casino.

Do I understand correctly the wagering of these these funds wasn't complete in a sufficient amount? Has the casino suggested they will return your funds with a fee incurred?

Thank you very much in advance for your reply.

Best regards,

Tomas

I’ve played at multiple online casinos and never have I encountered an issue to do with wagering 3x. As I have already deposited so much and now decide to withdraw $1000 of my own hard earned money they have the right to make me wager it. No there has been no offer to withdraw with a fee incurred. Only to close the account and I can apply for a refund. I do not wish to do this as I lose total visibility of my money and probably never see it again.

I understand your frustration, but let me assure you this is completely common.

Some casinos require you to wager your deposits once up to three times, but you can find casinos where the requirement to wager your deposits can be even higher. These rules are enforced in order to comply with anti-money laundering laws and regulations.

Unfortunately, we are powerless to ask the casino to simply not apply this requirement in your situation.

If there is any additional information I overlooked, please let me know otherwise, I'll be forced to close the complaint.

No problem. You can close the complaint.

Thank you for your understanding, emmamac34. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.