Playfina Casino - Player's winnings have been confiscated.

Hi there,

Yesterday I played at Playfina, I had a small deposit bonus of 80 dollars I believe. I played slots and won big, kept on playing with the correct bet amount and then finally I saw that my Bonus Wagering requirements were met. I started betting bigger througout the day, then won a big amount again. Had a withdrawel of 1800 dollars in processing and over 9000 in my account. All of a sudden they logged me out of my account. Had to contact support, when they reopened it they took my money and said I have breached the bonus terms. Although I cant access the game history for some reason myself.

Please help me out here as 11000 is a lot of money.

PS I have tried multiple times to upload screenshots of the wagered bonus and screenshots of live chat but every time it gets denied.

Hello Jfoppen198,

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?
• What kind of bonus did you claim?
• When was the last time you spoke to the casino and what was it about?
• Did they specify which exact term did you breach?

Please try to request the betting history from the casino and forward it to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Hope you are well and thanks for so quickly opening my case.

• My Account has been fully verified since 4 months
• It was a 80% deposit bonus on a deposit amount of a 100 aud.
• I have been trying to get my Game History from the Casino through chat and email
• They claim ive breached the max bet amount

I feel there is some dodgy background activiteis going on as they take forever to send me the game history

and sometimes just dont reply for ages.

Dear Jfoppen198,

Thank you for reaching out. We are committed to resolving this matter efficiently. First and foremost, we would like to highlight that your request for betting history has not gone unnoticed. Our specialists promptly forwarded the request to the relevant department as soon as you provided all the necessary information. Once we receive a response, we will share all the details with you.

We have also reviewed your communication with our support team and would like to note that all your inquiries have been addressed, and there are no pending requests.

We would like to remind you of the relevant section of our Bonus Terms & Conditions:

"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." The information about the maximum bet is also specified on each of our bonus pages. 

Once again, we remind you that we are awaiting information from the relevant department regarding your betting history, and we will share all the details with you as soon as we receive them.

Please let us know if there’s anything else we can assist with.

Committed to your enjoyment,

Playfina Casino

Hi nick,

Hope you are well.

So Playfina send through an excel sheet with all bets apparently. I am having a difficult time to understand

what this is and what it actually means. Very vague. So hereby I will forward this to you.

There is nowhere where I find my ultimate balance that I had when I won my last good hit on one of their games on that day so it is hard to go back. I do have a screenshot of this and of the bonus that was active and that was completed. I have added them here in this chat.

Still hoping Playfina will be a decent organisation and will come to a solution for this.

Dear Jfoppen198,

After thoroughly reviewing the situation, we would like to provide more detailed explanations:

2024-11-14 02:18:52 (UTC 0): You made a deposit of 100 AUD and activated the Holiday - M and Ms bonus (80%).

2024-11-14 08:53:55 (UTC 0): A bet of 240 AUD, made using bonus funds, resulted in winnings of 4419.36 AUD. Since you had only one deposit with the bonus, all winnings were made using the bonus balance.

During the wagering of the bonus, the maximum bet rule was exceeded. In accordance with our Bonus Terms and Conditions, violating this rule invalidates any winnings tied to the bonus balance. As this win was achieved using bonus funds that were wagered in violation of the rules, it was annulled.

To avoid similar situations in the future, we encourage you to carefully review our Bonus Terms and Conditions.

If you have any further questions, we will be happy to assist you.

Committed to your enjoyment,

Playfina Casino

But the bonus was already wagered. So it doesn't matter. As soon as I had hit that win, almost 7 hours later of my deposit, my account was disabled. Where it took 5 minutes to get it back online.

I encourage you just to be a hero and show everyone including me you are a decent casino where I enjoyed playing on and hopefully will do so in the future. Therefore just please payout the money you stole.

Committed to this Case,

J

Thank you Jfoppen198 for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Jfoppen198 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Playfina Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear Jfoppen198,

In the file sent by our team, from line 10886 to line 11117 inclusive, you can observe the wagering process of the Holiday - M and Ms - 80% bonus. In column L, you can see the name of the bonus, and in column F, you can view the bet amounts placed during the wagering process for this bonus, along with multiple instances where the allowed bet size was exceeded.

At the moment you requested a withdrawal, our payment officer identified violations committed during the bonus wagering process. Consequently, the funds remaining on the balance at the time of withdrawal were deducted, as violations had been committed. Additionally, no other deposits were made by you between the completion of the bonus wagering and the withdrawal request.

Dear Peter,

Please let us know if Jfoppen198 has shared the file with the betting history, where you can also review the information we mentioned above.

Best regards,

Playfina Casino

Thank you for the clarification Playfina Casino representative, the player has provided us with the betting history to review.

Dear Jfoppen198, the max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We think that this rule should be enforced at the software level, however, if it is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished. As you have made multiple bets violating the max bet rule by a large margin it is quite clear that you have gained an unfair advantage. Unfortunately, with that in mind, we believe the steps the casino have taken are justified and subsequently we will reject your complaint. Thank you for your understanding!