Playfina Casino - Player’s winnings are confiscated by the casino.

I am writing to file a formal complaint against Playfina Casino regarding the confiscation of my winnings and their interpretation of their bonus terms and conditions. I deposited $150 and received a 30% deposit bonus on my 4th deposit with the casino. I played with the $150 and bonus funds until I had lost.

Following this loss, I deposited an additional $500 without any bonus attached and placed a $500 feature bet, which resulted in a total win of $2000. I attempted to withdraw the $2000, but the withdrawal was rejected due to alleged violations of the bonus terms. Playfina claimed I breached the bonus terms related to my 4th deposit, specifically that my bet size exceeded the maximum allowed while using the bonus. 

This decision is illogical and unjustified because I lost all of the original $150 deposit and its accompanying 30% bonus prior to making the $500 deposit that yielded the winnings. Thus, my $2000 win had no relation to the previous bonus funds. When I contacted support, the live chat agent (Ronald) refused to escalate my case and eventually connected me to my "player manager" Eva. I explained my situation to Eva in detail, but she dismissed my claims, stating the decision was final and that the terms were violated.

Despite my repeated efforts to clarify that my winnings came exclusively from a non-bonus $500 deposit, Eva maintained that Playfina was justified in confiscating $1500 of my winnings. I believe this is a misinterpretation of the terms and a deliberate attempt to avoid honoring a legitimate win.

I am requesting that Casino Guru review my case and help escalate this matter so I can recover my rightful winnings. Playfina’s actions are unfair and potentially misleading, as they penalized my subsequent deposits for an alleged violation on a prior, fully depleted deposit bonus. I believe this violates fair play principles. I would like the $1500 in confiscated winnings to be returned to my account and a thorough review of Playfina’s bonus policy enforcement.

Hello Danielborh,

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?
• Was the bonus canceled before you made the $500 deposit?
• Can you please forward your deposit, betting and bonus history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Dear Danielborh,

We truly appreciate your feedback and regret hearing about your experience. We have thoroughly reviewed the details of your case, as well as your interactions with our support specialist and VIP manager Eva, and would like to provide a detailed response to clear up any misunderstandings.

First of all, we’d like to point out that we are a licensed casino and strictly adhere to the established Terms & Conditions. According to the Bonus Terms & Conditions, section 1.5: "While you have active bonus, maximum bet for all game types (slots, live games, table games, scratch, action games) is 5 EUR / 5 USD / 6.5 CAD / 6.5 AUD / 6.5 NZD / 50 NOK / 425.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, PLAYFINA reserves the right to confiscate the winnings." This information is also displayed on each of our bonus pages for player convenience. You were placing bets ranging from $20 to $500 while wagering the bonus. As a result, your winnings were confiscated for violating this rule.

Our support specialist informed you of the reason for the confiscation and how to access your bet history. Additionally, our VIP manager Eva provided you with further details regarding this matter.

We are happy to assist you in obtaining all the necessary information regarding your betting history. To do so, you need to reach out to our support chat and provide the required information to our agents.

Best regards,

Playfina Casino

Dear Danielborh,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.