Playfina Casino - Player’s winnings are confiscated after duplicate account issues.

ok there were duplicate accounts as i lost access to an old email i question it with playfina they sent me a conformation email stating the duplicate acc has been deleted and that i have access to all options good luck so 2 days later i had a good win and attempted to withdrawal $20000.00 au it was in two lots of $6000 and two lots of $4000 a couple days later i received an email from playfina asking why i created a duplicate account and bow are refusing to pay out my winnings i have evidence of the confirmation email stating i have acsess to all options i have kept all conversations . they have restricted my acc and wont pay even after they told me the duplicate was deleted and i have full options thats not fair there happy to say that and take my money then avoid paying i have emails and screenshot evidence can u please help me

Hello troyj,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playfina Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When exactly did you create your first and when the second account? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

The acc which the winnings bout a month ago and it’s been verified in the past two weeks I the old one I’m not sure maybey march and it has not been verified have acc history also proving the winnings deposits and withdrawal attempts were after I received a confirmation of acc deletion meal I I’ve sent some evidence to you’re email

Do u think they will pay me

Also I’ve been chatting to a vip manager I can’t seem to get anywhere with her I hope u can help I can’t believe they use duplicate acc as an excuse after they told me I was ok to acsess all options withdrawal is an option so unfair

Hi I haven’t heard anything for a wile

please pay

Dear Troyj,

We have thoroughly reviewed the information regarding your issue. Please note that we are a licensed casino and operate strictly within the established Terms and Conditions. According to the "USE OF PLAYER ACCOUNT" section of our rules: "Each player is allowed to create only one (1) personal account. Registration on this website is limited to one account per person, household, postal address, IP address, or device. Any additional accounts opened by you will be considered as 'Duplicate Accounts.' Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to the termination of all such accounts and the cancellation of all payouts to the player."

Your duplicate account has been closed. Additionally, we have processed and successfully confirmed the return of your deposits totaling 775 AUD. Please note that according to the "WITHDRAWAL POLICY": "All Bank Transfer payouts are, in principle, processed within three to seven (3-7) banking days."

Regarding your winnings, on 05.08, our specialists sent you an email informing you that your winnings will be paid out, excluding the amount that has already been processed. At this moment, you have provided all the necessary information, and your request is being processed by the appropriate department. We await your feedback regarding the receipt of funds into your account.

Best regards,

Playfina Casino

much appreciated I will confirm once I’ve received the funds

Still no funds sent no confirmation of them being processed and still no answer of when they’ll be transferred seems like a lot of effort to pay out u instantly take gamblers money and quick to say ticket solved it’s not solved., so yea

Dear Troyj,

Thank you for promptly informing our support team about the successful receipt of 775 AUD into your account.

Regarding the remaining amount, as we mentioned earlier, the request is still being processed by the relevant department. This process may take some time, but rest assured that we are doing everything possible to resolve the issue as quickly as possible and will keep you informed about any changes in its status.

Best regards,

Playfina Casino

I don’t understand u guys tried to pay out what I spent instead of my winnings it pretty much went in instantly deposit s instant what the difference now. A transfer is a transfer

Hello troyj,

Please be advised that any payout make take up to 14 days and as this is a special case not a simple withdrawal, it might take more. However, you were assured here by the casino that the payment will be sent to you so I can only recommend to wait.

A withdrawal is a withdrawal like a deposit is a deposit a simple deposit a simple withdrawal

Dear Nick,

Thank you for your assistance in resolving the matter!

Dear Troyj,

Please note that according to the WITHDRAWAL POLICY section of our T&C: "The Casino reserves the right to check your identity prior to processing payouts and to hold any refund or withdrawals for the time needed to check your identity."

Additionally, we’re pleased to inform you that yesterday we successfully processed and approved two withdrawal requests totaling 9,500 AUD and 8,952.07 AUD. This information has also been sent to you via email by our specialists.

Please remember that according to the WITHDRAWAL POLICY section of our T&C: "All Bank Transfer payouts are in principle processed within three to seven (3-7) banking days." When the funds reach your account, please inform us and the Casino Guru representatives.

Best regards,

Playfina Casino

Ok one has entered my acc sum of $9500 thank you just waiting on the second

Hello troyj,

Glad to hear that. Please let us know once the money arrives in full.

Yea I have been paid in full thanks casino guru

Dear Troyj,

We’re glad to know that the full amount has been credited to your account. Thank you for promptly informing both the Casino Guru representatives and us about the successful receipt of funds.

Best regards,

Playfina Casino

Dear troyj,

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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru