Playfina Casino - Player’s withdrawal is delayed, inconsistent communication from casino.

I have won a large sum of money and am having trouble withdrawing any of it. It feels like the casino is trying to get out of payment. I am fully verified, I have followed all deposit and withdrawal rules and have waited well over the amount of time it was said to take to process. When contacting the casino I am constantly being told a different story and have contacted my bank to be told that the casino is not telling me the truth. I have been told 3 different pieces of information and am no closer to having any amount withdrawn. I have requested to speak to someone in the finance department to being told that is not possible and have had no communication from the casino. I have sent 3 emails and also had no response to that. I have been in contact via live chat but the agents have given me conflicting information or told me they are unable to update me. This is not on and it feels like I am being misled

Dear Anna-Chlo,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• When did you request a withdrawal from the casino?
• Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Hi there,

Thank you for your response.

I made my initial request was made on the morning of the 22nd. It was approved that evening. I made my next request on the 23rd, as per the rules and amounts allowed. It has been pending ever since.

When I enquired about why it is still pending 48 hours later, when the website states it will take up to 24 hours, I was told that my previous withdrawal had been rejected by my bank and to wait. I was confused but did as instructed. I contacted my bank and they said they had no record of this occurring. I have not received my first withdrawal. When I got back in contact with the live chat I was told another story, that my withdrawals needed to go through another processes. I asked for an update on the first withdrawal and was told there was none. Then asked if I could speak to someone in finance to understand and was told it was not possible. I asked for an update or if there was anything I needed to do and was told nothing, that I needed to wait. I asked how long I may need to wait and was again told they couldn’t say. It would be nice to have some clarity around what is happening and why. I feel like I’m being passed off and told different and conflicting pieces of information.

Dear Anna-Chlo,

Thank you for your feedback! We regret the inconvenience you've experienced with your withdrawal. We have reviewed your situation and would like to clarify and resolve any misunderstandings that may have occurred. First and foremost, we would like to note that we are a licensed casino and operate strictly within the established Terms and Conditions, which you agreed to upon registering on our site.

We would also like to note that our specialists responded to all your inquiries both in chat and via email, providing all the current information at the time of your request.

The security of our players and our casino is very important to us. In accordance with our ANTI-FRAUD POLICY: "The Casino reserves the right to retain payments if suspicion or evidence exists of manipulation of the casino system." Your account was under review, and since this is your first withdrawal, it took a bit longer for our specialists. Some of your requests were rejected due to incorrect data, which was communicated to you in emails sent by our specialists, asking you to double-check the information provided.

We would also like to bring to your attention that our casino has withdrawal limits. According to our WITHDRAWAL POLICY: "The maximum withdrawal amount processed to a player is 4,000€ per day / 10,000€ per week / 40,000€ per month, unless otherwise specified in the Terms & Conditions of a specific promotion. Exceptions may be made to players with a higher VIP level, if any, at the Casino’s sole discretion. If you win more than 40,000€, the Casino reserves the right to divide the payout into monthly installments of a maximum of 40,000€ until the full amount is paid out."

At this moment, there are no obstacles from our side for the withdrawal, and if the information you provided is correct, you should now wait for the funds to be credited to your account.

Best regards,

Playfina Casino

Thank you for your prompt response.

As someone who works for a financial institution I understand all too well procedures and policies that must be followed when dealing with new accounts.

However I am still left confused…last night I was told my bank code was entered incorrectly, which I know was not the case, as I took a screen shot before submitting my withdrawal and have confirmed it to be correct. It becomes difficult when I am not receiving any communication about these issues from the finance department and am denied the ability to speak with them. If my bank account is not compatible with a withdrawal it would be nice to be able to discuss an alternative method. I have not run into these issues before with withdrawals from other online casinos, however. If I know my bank account was entered correctly but am being told it was not, what do I do next?

thank you for taking the time to help me.

Further to my last response, I would like to add I have as of yet, not received any response to any emails sent to the support email address that I was given.

The latest today is that I have entered my name incorrectly, before that it was BSB and before that it was account number.

Also no one can confirm whether or not the withdrawals that show as successful, have actually been successful. My latest update was that 1/2 have been successful but prior to that I have been told that, that one is not intact successful.

It has just been super confusing to be given so many different pieces of information.

It would be nice if someone could take ownership and converse with me directly so I can know what exactly needs doing and what has been done, getting a different answer with each agent has been hard.

thanks again for your help.

Dear Anna-Chlo,

Thank you for your response! We understand your concerns and would like to reiterate that we are a licensed casino and operate strictly within the established T&C. The safety of our players and our site is our top priority, so some verification and withdrawal processes may take a bit more time. Currently, there are no obstacles to your withdrawal. You only need to submit your requests in accordance with the established limits and wait for the funds to be credited to your account. Additionally, according to our system, a withdrawal request of 4500 AUD was successfully processed on our end, and the funds have likely already been credited to your account or will be shortly.

We always treat our players with care and understanding, so we would like to provide a more detailed response regarding your withdrawal, starting from the very first day of your request.

On 21.05, you submitted a request for 5000 AUD, and on 22.05, you contacted our support chat. Our specialist informed you to wait. On the same day, you were given information about the limits. Subsequently, additional verification was required, and the withdrawal was canceled.

Other requests from 21.05 were canceled by the payment system, and you were advised to submit a request via the Bank International method.

Several withdrawal requests from 22.05 were rejected because the limit was exceeded, and one was recalled by you.

Requests from 23.05 and 24.05 were rejected because the Bank Code was too short.

Requests from 27.05 were rejected due to errors in the beneficiary name.

Our specialists provided full information regarding your inquiries in the chat. Additionally, our specialists responded to you via email. If there is no email in your primary folder, please check your spam folder as the emails may have been directed there.

Once again, we would like to emphasize that currently there are no obstacles to the withdrawal. You just need to submit your requests in accordance with the established limits and wait for the funds to be credited to your account.

Best regards,

Playfina Casino

Thank you for your response and assistance in helping me with this.

I can confirm that a few hours ago I received my first withdrawal of $4500.

I appreciate the time you have taken to help me with this and look forward to continuing using your casino and promoting it in the future.

The only thing I need here is to suggest a more streamlined customer service experience, as I did find it hard to understand what was happening, due to varied responses on the same topic.

I have checked all folders of my emails and have not received any from support. I am not sure why that is. None the less I am thankful for the time of everyone involved in helping me with this.

Thanks to both parties for your reply.

Dear Anna-Chlo

Considering your significant win, withdrawal limits set up by the casino will apply to you.

I understand your frustration with unsuccessful withdrawal requests and encourage you to try requesting new ones according to the casino's recommendations. If that won't help please let us know and we'll try to assist.

Please keep me informed about any further developments.

Thank you Tomas. I am happy with the casinos responses and assistance and am feeling a lot better after all of this.

thank you again.

Dear Anna-Chlo,

Thank you for your response! We have rechecked our email, and from our end, the emails in response to your inquiries were sent. In total, three emails regarding the withdrawal were sent to you: two emails on 25.05 and one on 28.05. We also received another email from you on 25.05 requesting to set limits, which was successfully done on our end.

We noticed that you have unsubscribed from most promotional email categories, but this should not be the reason why you are not receiving our emails.

One possible reason could be that our email address has been blocked. Please check your email settings to see if our address is blocked, which may cause your email service to automatically block our emails.

If you are unable to find the reason on your end, we recommend that you contact our technical support chat and provide another email address for maintaining communication with you.

We understand that you were confused by the varying information provided about your withdrawal request, which is why we detailed the reasons for the cancellations in our previous response. As the reasons for the withdrawal cancellations varied from additional verification to incorrect data entries, our specialists provided the relevant information for each withdrawal. This might have caused some misunderstanding, so we decided to explain everything in chronological order. Additionally, we are very pleased that your first withdrawal has already been credited to your account. We understand that players may have questions or concerns, and we are always ready to assist you.

Please let us know if there is anything else we can help you with, and we hope to continue providing you with a positive gaming experience.

Best regards,

Playfina Casino

Dear Anna-Chlo, Please keep me informed about any further developments. If you you consider the issue resolved please let me know.

Hi Tomas,

Yes, the issue has been resolved and I would like to thank the casino for being so helpful during this time.

Dear Anna-Chlo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru