The player from Austria's withdrawal request of 690 units had been denied by the casino. He insisted he hadn't canceled it and wanted his winnings. We reviewed the evidence and found that the player had canceled the withdrawal and subsequently played down the balance. Despite the player's claim of not playing down the balance, the casino provided detailed gaming history and session logs confirming the funds were used in gameplay. The complaint was closed based on this evidence.
Playfina Casino - Player's payout was denied by the casino.
Amount: €690
Playfina Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
Translation
I requested a payout of 690, but it was denied. I didn't cancel it or anything - the Casino cancelled it. I want the money I won 
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3 months ago
Dear mell1987,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue or related to your account only?
- Was the amount returned to your casino balance after the withdrawal was rejected?
- Have you contacted casino support regarding the issue? With what result?
I am looking forward to hearing from you.
Best regards,
Tomas
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3 months ago
Translation
No, I was not, I suffer from gambling addiction and wanted to withdraw it but it doesn't work. I wrote to support that I suffer from gambling addiction, my account was blocked but the money was not transferred and I wanted at least my deposited money back.
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3 months ago
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Dear Mell1987,
Thank you for your feedback! We have thoroughly reviewed the information about your issue and your interactions with our technical support team and would like to help you resolve the situation.
According to our system, your account was successfully verified before you made any withdrawal requests. However, the first withdrawal request of €547 that you made on 29/05 was declined because you did not meet the deposit requirements. The ANTI-FRAUD POLICY section of our T&Cs, which you agreed to upon registration, states: "Every deposit must be wagered three times (the player must place bets equal to three times their deposit amount) before any withdrawal of funds associated with that deposit is possible."
When you made the second request for €690 on 29/05 at 19:31:36 (UTC 0), you had already met the wagering requirements. However, before the request could be processed by our operator, you cancelled it yourself at 20:12:36 (UTC 0). After that, you placed bets in games for this amount.
Then you contacted our technical support to inquire why your first withdrawal was rejected. Our specialists provided you with full information on this matter, which we also listed above in our response. Later, you requested the refund of the deposited amount, on which you had already placed bets in games, and also indicated the reason why your account was immediately closed. Therefore, a refund cannot be processed, since no further deposits were made after your account was blocked.
Best regards,
Playfina Casino
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3 months ago
Thanks both parties for your input.
Dear mell1987,
Please let me know if the description of events from the casino is accurate and whether you wish to add any information that would support your case.
You can share information here or to my email at tomas@casino.guru
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3 months ago
Dear mell1987,
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.
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3 months ago
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I have hired a lawyer because I think this is a disgrace
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3 months ago
Dear mell1987,
please understand if you played down your balance, we won't be able to help you. If you assert you haven't played down your winnings, we'll ask the casino for proof the funds were played down. Please let me know about your point of view of the situation.
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3 months ago
Dear Tomas,
We have sent an email to your address at tomas@casino.guru. Could you please check it?
Best regards,
Playfina Casino
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3 months ago
Translation
I certainly didn't play down the balance I wanted to have it paid out if I had played it down then I would understand but I didn't
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3 months ago
Thanks to Anna from Playfina Casino for your email.
I can see the transaction was recalled, however, we don't know what happened with the player's balance afterward.
Could you provide us with the player's gaming history after the 690€ was returned to his casino balance on 29/5/2024 at 20:12?
Thanks for your cooperation.
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3 months ago
Dear Tomas,
Yes, of course. We have sent you the report via email. Please check if you have received the email.
Best regards,
Playfina Casino
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3 months ago
Thanks to Playfina Casino for your email.
Dear mell1987,
The casino sent us gaming history with your registered email with a starting balance of 690,46€ on 29.5.2024 at 20:17:50
While playing Sun of Egypt 3, Sun of Egypt 2; Buffalo King; Majestic Wild Buffalo - Dusk Till Dawn, and Buffalo Hold and Win the balance was ultimately played down to 0,03€ on 30.5.2024 at 6:31:35
Please let me know about any other circumstances we haven't considered, otherwise the complaint will be closed.
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3 months ago
Translation
But I didn't downplay it, I sleep at this time
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2 months ago
Translation
Dear Mell1987,
Thank you for your reply! We strive to create a safe environment for playing on our site. However, players are also responsible for the security of their accounts. According to our Terms and Conditions, when you registered, you accepted the following: "The player shall not allow third parties, especially minors, to access his player account or enable the use of the website." In addition, in the "Security" section of each player account on our website, we offer the option to further protect your profile by activating two-factor authentication.
In addition, according to our system's data, there were no unauthorized logins to your account. All logins occurred from the same mobile device.
Best regards,
Your Playfina Casino
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2 months ago
Dear Tomas,
In addition to our response here, we have sent you a screenshot of the user sessions from our system via email.
Best regards,
Playfina Casino
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2 months ago
Dear mell1987,
I am sorry but based on the evidence, your balance was played down.
Looking closer at the timeline of the gaming history the game session ended at 23:22 (server time) and you continued in the morning. ultimately playing down your balance.
All things considered, the complaint will now be closed. Even though we couldn't help you on the occasion, please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future.
Best regards,
Tomas
Casino.Guru
