Playfina Casino - Player's withdrawal issue at casino.

Won 2800 tried to withdraw was fully verified the process was made impossible by the casino tried everything possible for 2 weeks every day they wouldn’t help me through the process it was just impossible. Completely a scam never play with this casino again. All Australian users should avoid

Hello brydowho,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear Brydowho,

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

Your account has indeed been verified. Previously you uploaded your ID to your profile, verified some payment methods, and your address. On March 13th, you submitted a withdrawal request for 1300 AUD, which was rejected because our support team requested verification of your card *1040, which you had previously used to make a deposit.

Shortly thereafter, you submitted another withdrawal request for 1300 AUD, which was again rejected for the same reason. According to our system data, on March 14th, you submitted another withdrawal request, this time for 1200 AUD, which was also rejected because the card *1040 was not verified.

Then you verified card *1040, and the withdrawal request you submitted on March 15th for 1000 AUD was approved from our side. However, on March 21st, the funds were returned to your gaming balance by the payment system because you indicated an invalid account.

Subsequent withdrawal requests for 950 AUD and 900 AUD were rejected because you provided an incorrect name: you entered "Mr.". The beneficiary name should match your identity document exactly, without "Mr." or "Miss.", and without any abbreviations.

Additionally, we would like to emphasize once again that as a licensed casino, 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."

Furthermore, our customer support team explained the reasons for the withdrawal cancellation to you in our chat, and several emails were also sent to you, which you opened, that means that you have likely reviewed the contents of the emails and that you have been informed of all the reasons for the cancellation of your withdrawal requests and what needs to be done for successful withdrawals.

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

Dear brydowho,

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.