The player from Germany faces issues withdrawing funds after her initial request was rejected due to a need for verification. She has completed the verification for her Jeton Visa, but it is inactive, and attempts to withdraw using a virtual MasterCard and a bank account through MyPaysafecard have been declined multiple times. Communication with customer support has been inconsistent and unsatisfactory.
Playfina Casino - Player’s withdrawal request is delayed.
Amount: €1,248
Playfina Casino
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Case opened
Current status
Waiting for player to reply
3d 4h 52m 52s
Case summary
4 days ago
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2 weeks ago
Translation
I submitted a withdrawal last Thursday. It was rejected because I needed to verify my Jeton Visa again. I completed the verification, but since Jeton made changes, the card is no longer active with them. So, I tried to withdraw using my virtual MasterCard through MyPaysafecard. I was asked to verify everything again, and the withdrawal was repeatedly declined. Now, I was advised to withdraw to my bank account through MyPaysafecard and submitted all transactions, account details, etc. However, the account statement was not accepted as there is no bank card for that account, which I had already explained to them. I reached out to the live chat about five times every day, and each representative tells me something different about what the issue is.
I hope you can help me. I kindly request your feedback.
Best regards, Nicole
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2 weeks ago
Dear nicole511,
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 and it might take a few working days to complete this thorough process.
Have you made verification deposits using alternative payment methods for withdrawal?
Has the casino given any reasons for rejecting your withdrawal requests?
Have you provided all the required documents as soon as possible and in the correct format?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
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 delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Translation
Dear Nicole511,
Thank you for contacting us with your concerns! We have carefully reviewed your case and would now like to provide you with some information regarding your withdrawal process.
First of all, we would like to inform you that we are a licensed casino that fully complies with the applicable T&Cs. The safety of our players is our top priority. As stated in our WITHDRAWAL POLICY section of the T&Cs that you agreed to upon registration:
"The Casino reserves the right to verify your identity before processing withdrawals and to hold any refund or withdrawal for the time necessary to verify your identity. If you provide incorrect or incomplete personal information, the withdrawal may be refused and the player account may be terminated, of which you will be notified via email."
In addition, according to the "ANTI-FRAUD POLICY":
"To verify the player account, the casino management requires documents (ID, payment systems, utility bills, etc.) in Latin or Cyrillic script."
In your case, the delays in processing your withdrawals were due to the required verification of the deposit methods you used: Jeton and bank card. On December 2nd, you submitted these documents via email. However, due to the high amount requested for withdrawal to the card, our team requested a bank transfer instead.
On December 3rd, we asked you for a document confirming ownership of the IBAN you provided, as this is a mandatory requirement. Until this document was provided, withdrawal requests could not be processed.
You also had to confirm that you were using an Irish bank account instead of a German one. After we received the necessary documents on 6 December, your application was accepted.
Currently, your withdrawal status is pending and is being reviewed by our finance team. Once the review is complete, you will receive an email confirming the withdrawal status.
If you have any further questions or need additional support, please feel free to contact us. Our team is always available to help.
Best regards,
Playfina Casino
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1 week ago
Translation
Dear Nicole511,
We are pleased to inform you that your withdrawal request of EUR 1248 has been successfully processed by us. Please note that according to the WITHDRAWAL POLICY set out in our T&Cs, "all withdrawals via bank transfer are generally processed within three to seven (3-7) banking days".
Please inform Dominika, the Casino Guru representative, and us here once the funds are in your account. If you have any questions or need additional support, please feel free to contact us and our team will be happy to help you.
Best regards,
Playfina Casino
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4 days ago
Dear nicole511,
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.
nicole511 has 3d 4h 52m 52s to reply
