Playfina Casino - Player’s withdrawal has been delayed.

Hey so like I put a few hundred in a couple weeks ago to try out like a new online venue, anyways I cashed out $880, I had no problem verifying my I’d even though they can make it a little difficult, but honestly I have been rejected about 10 times for little things while trying to get my winnings cashed out anyways it’s been a ‘success’ and I’ve been waiting for bank transfer for like 3 weeks, I couldn’t click onto the support button it was cooked anyways they just told me to cancel and try again.

Dear nonyabizzo1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions so that I can understand the whole situation completely.

• Do I understand correctly the casino support asked you to resubmit a withdrawal request repeatedly in the past?
• When did the conversation you submitted take place?
• Have you requested a withdrawal via a bank transfer this time as well?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hey thanks for taking the time to help me, I honestly had no idea this was even available lol, so anyways they literally rejected this transaction like 8 times due to tiny incidents like one of the times it got rejected because i didn’t put ‘miss’ fionna mcroberts then the other was rejected for having ‘miss’ so finally I got everything ‘right’ and got a "success" on the withdrawal, but yeah since I spoke with them today, which is surprising I could even click on the support button due to not be able to for a week, I took those pics and yeah, I haven’t cancelled yet because I think it’s bullshit I’ll have to wait another 2 weeks. Fml lol

They are still playing games, if you read the messages between myself and them and is clear they are incapable of literally just sending me the money! They keep making excuses and last time I put my swift code in so this time i didn’t and now I’m worried I’m not going to get it because of that alone

I could see your exchange with the casino on our forum.

The last message from the casino representative was that the transaction was processed.

Could you please confirm the money reached you? I'll await any news.

Nah no money as of yet

Still nothing

Could u ask them to send me the transaction number or UETR number? So my bank can see where about sits at?

Dear Playfina Casino representative,

Could you please share the transaction details so that nonyabizzo1 can inquire with the bank regarding the transfer?

Dear Tomas,

Thank you for your inquiry.

Regarding the transaction you mentioned, we cannot provide further details as the funds were returned to the client's balance on January 12, 2024, with a note from the bank stating "Reason: Invalid account".

We have informed the client about this through forum discussions and also sent an individual email, requesting her to contact us.

However, she has not responded to this email, just as she has not responded to all previous communications.

Dear nonyabizzo1,

We would like to clarify the situation regarding your withdrawal attempts. Our support team has sent you 8 emails detailing the reasons for each rejection of your withdrawal requests. Here is a summary of the issues mentioned in the emails:

 December 22, 2023: Your withdrawal request was declined due to incorrectly filled in data. The beneficiary name should match your name as it appears in your identity document, without "Mr.", "Miss." and any abbreviations.

 December 29, 2023, and January 5, 2024: We informed you that the transaction was successful on the payment provider's side and asked you to contact your bank for confirmation.

 January 13 and 14, 2024: We notified you that the funds were returned to your casino account again due to incorrect withdrawal information. We requested you to enter the correct details.

Despite our numerous attempts to reach you via email and forum discussions, you did not respond to any of our communications, but continued to communicate on the forum.

Recent withdrawal requests:

 • January 14, 2024: Your request to withdraw funds to a bank account was rejected due to incorrect details. We immediately sent you an email asking you to check and correctly enter the withdrawal information.

 • January 15, 2024: You attempted to withdraw funds to cryptocurrency. However, as the deposit was not made in cryptocurrency and your cryptocurrency account was not verified, the request was canceled. We sent you an email asking you to request a withdrawal via bank transfer and double-check the bank details. This requirement is due to our Anti-Money Laundering (AML) policy, which mandates that we process withdrawals using the same method as the deposit.

Currently, there are 880 AUD in your casino account, and you have not made any new withdrawal requests.

We kindly ask you to check carefully your details when requesting a withdrawal, because you keep ordering it to the account that doesn’t exist.

Please do not use previously saved data that you entered when ordering previous payments. Enter all data manually again, as you may have made a mistake in your saved data and are repeating it.

We remain committed to helping you resolve this issue and urge you to contact us via online chat or respond to one of the emails we sent you. This will allow you to directly communicate with our support team and possibly process a withdrawal request with the correct details immediately.

Best regards,

Playfina Casino

i don’t see how my details are wrong when I get money from other overseas pokies but okay! I’m sure there’s going to be no problem sending it to my bitcoin address. Thanks.

Dear nonyabizzo1,

We note your recent attempt to withdraw funds to cryptocurrency, which was declined as per our policy. This aligns with our previous communications, highlighting the necessity for withdrawal methods to match the deposit method, as per our Anti-Money Laundering (AML) guidelines.

We understand this situation may be frustrating. However, it's crucial for the security and legality of all transactions. It seems our messages are not being acknowledged, and we really want to ensure clarity and resolve this matter cooperatively.

Please review our previous emails detailing these policies and reach out via our support channels for any required clarification or assistance.

We are committed to helping you process your withdrawal correctly and efficiently and look forward to your cooperation in adhering to the established procedures.

Sincerely,

Playfina Team

There must be some actual evidence of bank declining these transactions? And should there be this many failed attempts maybe you can see what isn’t matching up to the banks details?

Dear nonyabizzo1,

Please note that the funds are sent to the account details provided by you. Our records indicate that the recent attempts have been unsuccessful due to invalid account details. To ensure a successful withdrawal, we kindly ask you to carefully re-enter your account information manually, verifying each detail for accuracy.

Please double-check every digit you enter.

Additionally, we strongly recommend that you contact our support team while requesting a withdrawal. They are available to guide you through the process and help ensure that all details are entered correctly.

Moreover, it's crucial to respond to the support team's emails as they are trying to assist you in resolving this issue.

We appreciate your cooperation and patience as we work together to sort this out.

Best regards,

Playfina Casino Support Team

Dear nonyabizzo1,

Have you been successful with your last attempt for a withdrawal request, please?

Dear Tomas,

We wanted to provide you with an update on the recent case involving our client and the payment issue.

The client ordered a withdrawal on 2024-01-20 and it was processed by us on the same day. The money was sent to the bank details specified by the client and this transaction is listed as "Successful" in our database.

At the moment we have not received any feedback from the client, so we can not be sure that the transaction is approved by the bank, because it does not depend on us. 

It is worth noting that the payments were always successful from our side, but the issue was with the client's bank, which simply did not accept them because of the incorrectly provided bank account credentials by the client.

From our side we are doing our best to help the client. 

As soon as we receive any update from the client, we will let you know.  

Thank you for your understanding.

Regards, 

Playfina Team

Okay well hopefully I do get it soon!! Haven’t seen anything yet so yeah.

Hello nonyabizzo1,

We'd like to confirm that your withdrawal has been processed from our side on the 20th. Please note, while the bank's processing time typically takes up to 5 business days, in some rare cases it may extend up to 10 days. Today being the 26th, it's possible that the funds are still within the normal processing timeframe.

If the funds have not arrived yet, we recommend contacting your bank for an update. Additionally, if you require it, you can request a payment confirmation document from us. Simply reach out to our support team via email (support@playfina.com) and ask for this document, which will be provided in PDF format and will include the payment's tracking number for your convenience.

Best regards,

Playfina Team

Thanks for the continuous updates from both parties.

Dear nonyabizzo1,

Please let us know if you received your funds. I'll await news from you.

Dear nonyabizzo1,

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.