Playfina Casino - Player's winnings have been confiscated.

I received a $20 VIP bonus from my account manager, played out my wager resulting in the withdrawal of $550. I received more bonuses which I also played and finished the wagers resulting in a $2500 withdrawing balance. Then I received an email saying it’s a bonus and the money is casino property. I have been depositing at this casino for a while I’m even fully verified.

Hello 9bm5yfpyw7,

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 was the last time you deposited into the casino? How many bonuses did you claim in total? Did you have to accept it by your own or the casino activated them to you? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I feel so defeated and let down because I don’t understand why they are doing this to me! Playfina is now saying the bonus after my VIP manager bonus was a technical issue and shouldn’t have been give to me! I’ve done all the right things by this casino which is reflected on my account.

Thanks, for your response and helping me with this issues. I have been ID, address, phone and email verified for approx 1 month, however I got my bank statement verified just before withdrawal. I have deposited thousands into this casino with my last deposit done on Sunday day before I received my bonus! I’ve had about 50 bonuses which the cash ones are already activated, although the free spins you have to accept. I have spoken to Playfina today and with that they have said I should be atleast entitled to the first withdrawl of $550 beacuse that wasn’t a so called "technical issue".

My Account has been blocked now that they said the first bonus wasn’t a technical issue so no excuses not to pay at least $550. I honestly think they sent me the wrong bonus on purpose because I was winning! Please let me know where I can forward all of emailed correspondence I’ve had with them today. Thanks

Hello 9bm5yfpyw7,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Dear 9bm5yfpyw7,

Thank you for sharing your feedback! We're sorry to hear that you're disappointed with your experience at our casino. We always treat our players with great care and attention, so we would like to explain the situation in detail and sincerely hope for your understanding.

On March 18, 2024, you were credited with a personal bonus from our VIP manager, which you successfully played through, resulting in a withdrawal amount of 550 AUD. At the same time, there was an update to our loyalty program on our website, and you were mistakenly credited with a bonus level that you had not yet reached. Unfortunately, you were not the only player affected by this issue, as several others also received the erroneous bonus during this update. While our team was investigating the situation, you and some other players had already played through this bonus. Since this bonus was credited to you in error, we had to deduct it from your account in accordance with our site's "DISCLAIMER OF LIABILITIES" rules.

«By accepting these Terms and Conditions you confirm your awareness of the fact that gambling may lead to losing money. The Casino is not liable for any possible financial damage arising from your use of the Website.

If the Casino mistakenly credit your Player Account with a deposit, bonus or winnings that do not belong to you, whether due to a technical issue, error in the paytables, human error or otherwise, the amount and/or the winnings from such bonus or deposit will remain the Casino property and will be deducted from your Player Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.

You acknowledge that the Casino shall be the final decision-maker of whether you have violated the Casino’s Terms and Conditions in a manner that results in your suspension or permanent barring from participation in the Website.»

Of course, we honored the winnings rightfully earned from the bonus provided by our VIP manager.

Regarding the temporary closure of your account, please understand that we take the safety and well-being of all our players very seriously. As a licensed casino, we are obligated to ensure the safety of our players, both financially and emotionally. Therefore, we kindly request confirmation of your safety and well-being. We sincerely apologize if gambling has had a negative impact on your life, and as a precautionary measure for your well-being, we have temporarily closed your player account.

We would like to offer our assistance and support during this time. Please consider reaching out to independent organizations that specialize in providing support and advice for gambling-related issues and emotional well-being. Rest assured that these services are entirely confidential, and the specialists can provide tailored assistance to meet your individual needs.

Once again, we apologize for any inconvenience caused and assure you that we are committed to ensuring a safe and enjoyable gaming environment for all our players.

Best regards,

Playfina Casino

Ummm, I haven’t received a cent!

Dear 9bm5yfpyw7,

Thank you for your response! According to our system data, the withdrawal request for 550 AUD, submitted on March 21st, has been approved, and the withdrawal has been successfully processed from our end.

Please be aware that withdrawals via Bank Transfer may take between 3 to 10 banking days. You can find information regarding processing times for all payment methods on our website under the Payments - Withdrawal section. This means that the funds may still be credited to your account by April 3rd.

Therefore, the withdrawal of 550 AUD has been successfully completed from our end. We recommend contacting your bank to inquire about the expected arrival time of the funds to your account. Please reach out to us after receiving a response from your bank and confirm if everything is in order with your withdrawal. We will await your response here, and you can also send it to our chat or email support@playfina.com.

Best regards,

Playfina Casino

I still haven't received a cent! Nothing but lies and excesses! It’s now the 5th of April, never known a transaction to take this long!

Dear 9bm5yfpyw7,

Thank you for your feedback! Our technical support team has received the Excel file you sent, and your request has been submitted for investigation. However, please note that the Excel file is not an official document. For a quicker resolution of the situation, kindly contact your bank and request an official bank statement in PDF format covering the period from March 20th to April 5th inclusive. Additionally, please ask the bank for information regarding the transaction in the amount of 550 AUD. Once you obtain the official bank statement in PDF format and the information related to the transaction from the bank, please send it to our technical support team via chat or email at support@playfina.com.

Best regards,

Playfina Casino

I’ve ordered an official one from my bank which is going to take two days! This is ridiculous, I have to wait another two days for statement then probably another week for you to investigate, I should have the money by now!

Dear 9bm5yfpyw7,

Thank you for your response! As we mentioned earlier, the withdrawal request for 550 AUD, submitted on March 21st, has been approved, and the withdrawal has been successfully processed from our end. Accordingly, this amount has already been transferred from our side, and we are doing everything possible on our part to find out where the funds are currently and why there is a delay. 

As we mentioned earlier, an Excel file is not an official document. To expedite the process, we require official certified documents. We appreciate your contacting the bank to request an official bank statement in PDF format. We cannot influence the operations of third-party organizations, but we will continue our investigation and await additional official information from you.

Best regards,

Playfina Casino

Dear 9bm5yfpyw7,

We received a response regarding your situation. The funds did not reach your account because you provided incorrect information: an error was detected in the BSB number. Our technical support team will conduct the transaction again and send you an email with detailed information about this transaction. You will need to check the accuracy of the entered data, especially the BSB number.

Best regards,

Playfina Casino

Hello 9bm5yfpyw7,

Can you please provide the correct BSB number and confirm that it was put there incorrectly for the first time?

I have already replied to the casinos email with the correct bsb number. I’m not sure if the payment has been done yet!

Dear 9bm5yfpyw7,

Thank you for your response! The funds were returned again due to the incorrect entry of the BSB number. Please, contact our technical support chat or send us an email at support@playfina.com. Our specialists will assist you in correctly processing the withdrawal request. Please, go through all the withdrawal steps together with our specialists.

Best regards,

Playfina Casino

I have sent an image of the letter from my bank with my account details, has the payment been processed? This has taken way too long.

Dear 9bm5yfpyw7,

Thank you for providing the information! Our technical support team has received your email and forwarded all the necessary information to the relevant department. At this stage, nothing further is required. Once we receive a response, we will notify you here and via email.

Best regards,

Playfina Casino

How long does it take to process a withdrawal? Your process is very slow I sent my bank details for the 3rd time, 5 days ago and still haven’t received an email to say it’s done!

Dear 9bm5yfpyw7,

Thank you for providing the information! We're very sorry that the situation has not been resolved yet. Unfortunately, in this situation, not everything depends on us. As we mentioned earlier, the funds were returned to your gaming balance several times due to the incorrectly entered BSB number. From our side, the withdrawal was processed both times, but for the aforementioned reason, they were returned.

At the moment, all the information provided by you has been forwarded to the finance department. The withdrawal will be processed to the bank account you specified as quickly as possible. Since it is currently the weekend and payment systems and banks do not operate during these days, we will have to wait for the situation to be resolved no earlier than on weekdays. Once we receive a response, we will promptly notify you here and via email.

Best regards,

Playfina Casino

Dear 9bm5yfpyw7,

We have received confirmation from the finance department that the withdrawal of a total amount of 550 AUD has been successfully processed on our end and the funds have been sent to the details you provided. Please note that the withdrawal via Bank Transfer may take between 3 to 10 banking days. We will await further information from you regarding the receipt of the funds.

Best regards,

Playfina Casino

Dear 9bm5yfpyw7,

Please let us know once the money from the casino arrives.

Finally, I have received the $550! However, I’ve been speaking with a lawyer and decided that I have enough proof to proceed with suing Playfina for defamation against character and not adhering to their own policies with sharing my confidential information with other casinos, causing my accounts to be disabled. Not giving up on this, I’m sick of these dodgy casino companies quoting unethical terms and conditions so they don’t have to pay.

Dear 9bm5yfpyw7,

Thank you for your feedback! We're glad that 550 AUD has been successfully credited to your account.

Regarding the other issues you raised, we assure you that we comply with all legal and ethical standards. Furthermore, we are a licensed casino and operate strictly within the established rules.

It is crucial for us that players approach the game with full responsibility, ensuring that nothing jeopardizes their life or health. Unfortunately, due to the suicide threats you made, we had to pass on this information to the relevant parties as a responsible operator.

These conditions are outlined in our PRIVACY POLICY, under the DATA RECIPIENTS section: "We may pass information that you have given us to other entities within our group of companies and to our business partners. These companies include our parent companies, their parent companies and all of the subsidiaries of these respective companies, as well as other companies with whom we carry out business and hold necessary agreements. Data processing of your information may be undertaken by the Company or by another entity in our group of companies, which may use a third party to fulfill such data processing needs."

Best regards,

Playfina Casino

Wow! See again this is another example that Playfina is sharing my confidential information now online for the world to see! This isn’t in your so called terms and conditions, more proof for court! Seriously, should’ve just paid my $2,500 instead of $550 a month later and none of this would’ve happened! Stop scamming people out of their winnings and be the trusted casino as advertised on your website!

Dear 9bm5yfpyw7,

The issue was resolved by the casino based on this complaint. If you wish to pursue any further steps regarding this issues with lawyer, it is no longer our work to assist you with it.

We will be now closing the complaint.

Best regards,

Nick