The player from Germany deposited €100 via instant transfer, which was confirmed and deducted, but the casino attributed delays to weekend processing and extended the wait time to 5 business days. The casino confirmed the funds were eventually credited to the player's account following a resolution with the payment provider. The complaint was marked as resolved.
Playfina Casino - Player’s deposit has been delayed.
Amount: €100
Playfina Casino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
I deposited €100 via instant transfer.
The payment was confirmed by IsX Financial EU via email!
The money was also immediately deducted!
Live support is making excuses, claiming that on weekends there can be delays of up to 4 hours. After 5 hours, they told me to wait up to 2 business days. After two business days, they then said it could take up to 5 business days to return.
Nothing has been returned, despite the fact that I have submitted all the transfer documents to support.
In 15 years of online casino use, I've never had problems with direct transfers!
Luckily, it was only €100.
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5 months ago
Dear Slumdog,
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 might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. 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,
Tomas
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5 months ago
Translation
Dear Slumdog,
We are very sorry for any inconvenience you may have experienced with your deposit. While delays are rare, unfortunately sometimes issues can arise on the payment provider's side. We have received your bank statement for the relevant period and have already forwarded the information to our finance department for review. Rest assured that our team is actively working on the matter and we will keep you updated as soon as we have more information.
Best regards,
Your Playfina Casino
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5 months ago
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Instead of keeping me as a customer and giving me credit, I am fobbed off with the message that we are working on it!!
My money is still not back in my account!
This shows that you have no idea how to win customers or keep them happy.
I know that as a representative of the casino you can do a lot, but it doesn't seem to be within your discretion to do it.
Furthermore, you don't see that this complaint has more impact and it is actually the truth.
Even providing 500 euros credit is a joke.
Instead of insisting by all means that this complaint disappears. I couldn't play and haven't had my money back for a week. Then I'll just play at Platincasino
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5 months ago
Translation
Dear Slumdog,
We regret the inconvenience caused to you. The funds were not credited to the casino account. If the money has left your account, it is most likely a problem with the payment system provided by a third-party provider. We have sent a request to the payment system to check the situation. As soon as we receive a response, we will immediately inform you of all the details.
Please note that the casino is not a financial organization and does not provide loans.
We are very sorry that you have had difficulties with your deposit and we assure you that we are doing everything we can to resolve this issue as quickly as possible.
Best regards,
Playfina Casino
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5 months ago
Thanks both parties for your reply.
I fully understand your frustration, Slumdog. It may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 19 days to allow for an investigation to be complete and for the transaction to clear. Let’s stay positive and hope for good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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5 months ago
Translation
Dear Slumdog,
We are pleased to inform you that we have received a response from the payment provider regarding your deposit of 100 EUR. The provider has confirmed the successful completion of the transaction. The funds have already been credited to your gaming balance.
We apologize again for the delay you experienced when depositing on our site. We hope that this situation will not happen again. We assure you that if you encounter any difficulties, we will always be happy to help you and resolve the situation. We hope you continue to have a great time on our website!
Best regards,
Playfina Casino
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5 months ago
Dear Slumdog,
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 and Playfina Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
