Playfina Casino - Player’s withdrawal has been delayed due to document issue.

I am unable to withdraw my funds because the Casino does not accept my proof of residence. I have submitted it in every possible way: I sent a photo, but it was not accepted; I sent a PDF I downloaded online, and still nothing. I even sent official documents from Brazil, but to no avail. I am very upset because I made three deposits totaling over $100, and this is my first withdrawal. However, the Casino seems to be doing everything possible to avoid paying me, thus preventing my withdrawal. It's worth noting that no other Casino has an issue with my proof of residence; any document is accepted elsewhere.

Dear robersongunit,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you contacted the casino and asked for assistance in the matter? With what result?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

After several days of excuses for not paying me, and when they finally accepted my address details, guess what? Casino playfina contacted me, saying that I had reached the maximum bonus amount and that's why they won't pay me. First of all, I wasn't even playing with the bonus amount, secondly, it shouldn't be the player who controls the maximum amount but the platform, the platform should inform you if the player is using the balance or the bonus, but I was playing with my health because I didn't lose. And why didn't they pay me at least the maximum amount of the bonus, they didn't pay me anything, and even the amount I deposited I can't withdraw, I'm sorry the "Casino guru" seal is there because it was indicated by the guru, in short, the platform creates millions of impediments to not make the payment, and when they finally accept the documents, they invented yet another illegality.

Thanks for your emails and the update.

I am sorry to hear about these developments.

What bets did you place while playing this bonus to your knowledge?

Our position regarding maximum bet rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

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 prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

If you feel like you have been accused mistakenly, kindly request a gaming history from casino support in .csv or a similar format from the time your bonus was activated and forward it to my email at tomas@casino.guru

That's not fair, I wasn't playing with the bonus, I was playing with my deposit, and it's not up to the player to limit the amount of bets, it's up to the Casino, blazer, betano, they all do it, it's like a trap, well if it's not going to help me ok, but my impression with Casino is this, they will do everything not to pay you, so don't use this platform.

Dear robersongunit,

Thank you for your feedback! We regret that your experience with verification and withdrawals on our website was unsatisfactory. We would like to draw your attention to the fact that our casino is licensed and adheres to established rules. We operate strictly within the Terms and Conditions of our website. The verification of the card was requested in accordance with the ANTI-FRAUD POLICY rule "In order to verify player's account, casino management requires documents (ID, payment systems, utility bills, etc.) in Latin or Cyrillic alphabet.

Thank you very much, Tomas, for your clarifications regarding KYC!

We have carefully reviewed the information in your profile regarding this matter and would like to provide you with further clarification.

Your ID and your address has indeed been verified.

Your recent withdrawal requests through cryptocurrency methods were canceled because the cashout address was not confirmed.

You need to contact support chat again and request a new withdrawal. After that, our agents will send you an email to confirm the wallet, amount, and currency, to which you will need to respond. After that, the information will be sent to the appropriate department for processing the withdrawal.

We hope this clarifies the situation, and we'll also be happy to assist if you have any further questions.

Best wishes always,

Playfina Casino

Why did you take my money?

Tomas because my attachment is sensitive? Are you helping playfina?

Thanks for the reply to both parties.

Dear robersongunit,

any post with screenshots containing personal or otherwise sensitive information about you or your account is marked as sensitive. Such information is consequently displayed only to you, the casino assigned to the complaint thread and casino.guru professionals.

Make sure to submit the information the casino representative requested to casino support if you haven't done so already.

Dear Playfina Casino representative,

Since robersongunit is unaware of the breach of the maximum bet he was informed about on 21/7/2024, Could you please specify when the breach of the rules happened, detailing:

• what the maximum bet amount is (in BNB currency)
• during which bonus the breach happened
• extent of the breach of the rules - how many bets and bet amounts

Thanks in advance for your assistance.

Tomas, thanks for the clarification.

Hello Tomas!

Here is the information you requested.

- The maximum bet amount with a bonus is 0.009 BNB (In the Terms & Conditions on site indicated in euros - Max Bet 5 EUR).

- The violation occurred while wagering the winnings from Thursday Thunder Spins.

- Based on the maximum allowed bet size, the player has over 200 bets in violation of this rule.

Respectfully, 

Playfina Casino

Can you clarify when I stopped using my balance and then used the bonus? And why don't they have a way of locking the maximum bet, like all the other platforms? And why isn't this information clear when using the app? Do you think that's being frivolous?

Dear Robersongunit,

In response to your question, we would like to inform you of the following:

To obtain information about your bets, you need to verify your account on the project and send a corresponding request to the support service. The relevant department will then gather the requested data.

All current limits and restrictions are specified in the Terms & Conditions section, which you agreed to upon registration and which are always available on our website in the respective section.

We are very sorry if you find anything unclear when using the app or bonuses. If you encounter any issues or have questions, feel free to reach out to our 24/7 Live Chat, or you can reach us via email at support@playfina.com. At Playfina, ensuring that your gaming experience is enjoyable is our dedication.

Sincerely,

Playfina Casino

Dear robersongunit,

If you wish to contest the casino's conclusions, kindly request the relevant data from casino support and send them to me for review. My email is tomas@casino.guru

Dear robersongunit,

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.

I have already replied by email, I will reply again, the Casino was not clear, as when I stopped using my health to use the bonus, my prints prove that the value that was rising was my health, and not the bonus.

Dear Playfina Casino,

Could you please provide us with detailed records of the player's gaming history (preferably in .csv file format or similar), starting the day the bonus was accepted, and ending the day a withdrawal was requested? Please send it to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear Tomas,

Since this is personal player information, we have to request it from the relevant department. We’ve already submitted the request, and as soon as the information is received, we will send it to you via email. Thank you for your assistance in resolving this matter.

Best regards,

Playfina Casino

As the intention is to clarify so that people do not fall into the same trap, since I own the data, I authorize the disclosure of the data, and that playfina proves that I really broke the rules, proves that I lost my health and that I was playing with bonuses.

Dear Robersongunit and Tomas,

According to Recital 64 of the GDPR, the organization should use all reasonable measures to verify the identity of an individual who requests access, particularly in the context of online services and online identifiers.

We have received a response to our request, which states the following:

"In compliance with the GDPR and to prevent any unauthorized disclosure of Users personal information, we ensure that access to personal data is granted only to the data subject themselves or their legally authorized representative. Hence we require verification of the User's identity (through DPO questionnaire or by providing a copy of a valid ID), as well as representative (power of attorney (or other documented credentials and User ID) to proceed with a data subject request."

To move forward with the request, Robersongunit, we kindly ask that you reach out to our technical support chat and provide the necessary information requested by our specialists.

Best regards,

Playfina Casino

Dear robersongunit,

Kindly contact the casino's technical support and let us know about the result. Let us know about any obstacles in the process.

If you've already verified your account and received the file containing the records of the relevant bets, please forward it to my email at tomas@casino.guru for review.

Tomas , let's call it a day, because they always change the subject, the fact is no longer the documents, but because now they have taken my balance, and the excuse is that I was using bonuses, but I asked for proof of these facts, and it will not be selected, I have lost hope of withdrawing the money, so let's call it a day, the platform will always find an excuse not to pay.

Dear Robersongunit,

We are a licensed casino and operate strictly within the established rules. Certain functions are governed by various departments. As we mentioned in our previous response, the requested information can only be provided directly to you to prevent any unauthorized disclosure of personal data. Therefore, you need to contact our support chat yourself and provide the necessary information requested by our specialists for identity verification. After that, a request regarding the game history will be resubmitted to the appropriate department, and you will be able to share the information directly with the representatives of Casino Guru. As of now, you have not contacted our support specialists with such a request.

Once again, we emphasize that we operate strictly within the established T&Cs, which you agreed to when registering.

We also remind you that you violated the rule of our BONUS TERMS & CONDITIONS, which states: "1.5 While you have an active bonus, the maximum bet for all game types (slots, live games, table games, scratch, action games) is 5 EUR (Unless stated otherwise in special terms for the bonus). If the player exceeds the maximum bet when the bonus is active, PLAYFINA reserves the right to confiscate the winnings."

Thus, we would like to reiterate that we are not withholding the requested information. However, it can only be provided directly to you to avoid unauthorized disclosure of personal data. As for your recent winnings, they were reduced in accordance with the above-mentioned rule, which you violated.

We are committed to ensuring a fair and transparent gaming experience for all our players, and we are always ready to help with any questions that may arise. Your cooperation is crucial in this process, and we are here to assist you every step of the way.

Best regards,

Playfina Casino

Right, Casino playfina has already stated that I am wrong for exceeding the maximum amount, and that I could not place a bet greater than 5 euros, so case closed, that's it, they think it's fair, so it's right, remembering that each platform works in a different way, at blaze if the user has a bonus amount, and a balance amount, the balance is used first, then the bonus, and when the user has a bonus, the platform limits the maximum bet to 26.5 BRL, so the user can't bet the maximum amount, so this is where the platform is harming the user.

Dear Robersongunit,

We understand that different platforms may have varying rules and features. At Playfina, our goal is to create a fair and transparent environment for all players. The BONUS TERMS & CONDITIONS are available on our website and are written clearly and understandably so that every player can easily review them. Additionally, the rules are also stated on each bonus's page.

While we respect your viewpoint, we believe our approach aligns with our commitment to fairness. We aim to provide clear and consistent T&Cs, and we encourage all our players to familiarize themselves with these guidelines to avoid any misunderstandings.

We value your feedback and are always here to assist if you have any further questions or concerns. Your satisfaction is important to us, and we strive to ensure a positive experience for every player.

Best regards,

Playfina Casino

That's it, case closed for me.

Thanks to both parties for the reply.

Dear Playfina Casino,

Please note that requesting gaming history shouldn't be something cumbersome for your clients to do, especially if this record would easily prove your allegations against the player. Nevertheless, you may ask for the verification of the player to satisfactorily confirm their identity, which we won't argue against.

Dear robersongunit,

We'll respect your decision to close the complaint. If you manage to receive the gaming history from the casino and it turns out the breach of the terms is not severe, kindly forward the records to me so we may check them. After we review these records, outside of this thread we'll give you our opinion.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.