Playfina Casino - Player's withdrawal is delayed due to verification issues.

Hi what I'm looking for is advice. I've been playing at playfina for a long time and have not had any major problems, I've made widthdrawals in the past without issue. Recently I lost 2 of my bank cards and they were replaced with new ones. Problem is I want to widthdraw winnings and I've been told I have to show vertification of both cards front & back, which is impossible as they are gone and the bank can't help me.

I used crypto to deposit the last time I deposited funds and have used my new bank Visa card once or twice until it stopped working. Is there anything I can do? Why do I have to show proof of cards that haven't been used in weeks? I thought that by using crypto it would be a lot less painful & quicker to receive payment of winnings. Please any help is appreciated.

Dear gazvet2014,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re facing.

If you’ve lost the payment cards you used to deposit money at the casino, I highly recommend visiting your bank to request an official confirmation. This document should verify that you were the rightful owner of the lost cards and confirm that they are no longer active. It should also include your personal details and information about the cards.

Please understand that the verification of all payment methods used for transactions is essential, as casinos are required to ensure that the funds used for gambling belong to the player. This is a standard procedure to protect both the player and the casino from any potential issues.

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

Best regards

Veronika

Dear Gazvet2014,

Thank you for reaching out to us, and we’re sorry to hear about the complications with your cards.

First of all, we’d like to note that we are a licensed casino, and the security of your account is a top priority for us. According to the "ANTI-FRAUD POLICY" section of our T&Cs, which you agreed to upon registration: "In order to verify player's account casino management require documents (ID, payment systems, utility bills еtc) in Latin or Cyrillic alphabet."

We’ve thoroughly reviewed your situation and would like to clear up any misunderstandings. Earlier today, you contacted our support specialists, and they provided you with a full response. At the moment, only one card needs to be verified, and if that card was lost, you will need to provide a bank document confirming that the card was either lost or reissued. You have agreed to this and informed our specialist that the bank will provide the document within 48 hours.

Thank you for your understanding and prompt cooperation in resolving this issue. Veronika, thank you as well for your assistance. 

If there are any other questions, we are more than happy to address them.

Best regards,

Playfina Casino

Dear gazvet2014,

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.