Playfina Casino - Player unsatisfied with uncredited bonuses and customer service at Playfina Casino.

We’re do I start with this casino, so originally 4 weeks ago I would say I came here like I do before I join a new casino and checked casino reviews blah blah

so I join Playfina casino the same old jazz for a full time casino player I deposit in excess of $2000 a day and bobs your uncle.

so this casino could never get it right at all, from promotions still available and advertised to deposit too, then realising there not still available, being told it’s my fault for not reading fine print when my argument is why are they advertising it on there promotion page!! 🤔 one would think that means it’s a promotion a customer can deposit to.

so after depositing and going through levels where you receive spins or money for each time you advance a new level, I do so multiple times but didn’t receive the bonuses at the time for going up a level, only hours later and off a good run for a while I got to level 5 it came with 150spins. You get 50 now blah blah the rest auto adds the next day

so 2 days later I realise the 2nd 50 spins not credited as it’s 1x 50 spins a day over 3 days for level 5. I come to live chat tell them I didn’t receive 2x 50 spins they look they say yes they credit it then I say I didn’t receive level 4 level 4 level 2 ect bonuses also which added up to over 200 spins owed and I think 20-50€ equivalent and they tell me "ohh hang on" as of the other day we made a rule that no customer knew about or something and said!!!! any bonuses that were to do with anyone’s accounts on or prior to 25/3/2024 are all not honoured and anything after is.

that tells me a lot of customers got stooged for a lot of bonuses because they must of had a error somewhere were they couldn’t keep up with knowing what’s been credited in the way of bonuses because they were not being credited automatically.

now next issue and the best one

before I go on my $2000+ worth of deposits in a 12hr period I get a message from VIP saying blah blah thanks Ryan we notice your deposits blah blah I’m your vip manager free this free that bonus this bonus that "I’ve herd it all before" over the next 4 days it’s gone from bad my experience to worse.

I get no responses back from VIP

i get no responses back from Management

I go to live chat multiple times

I get nothing from them very unhelpful

so I deposit hundreds here

I deposit hundreds there

mind you I have never withdrew once here at all so all free money to the casino

Soooo Emma who’s vip finally contacts me, and says wow your deposits blah blah now listen to this!!!!!! Emma says ahhhh ummm how about for all your game play and deposits we will give you Ahhhh $100 cash bonus!! 🫣

i responded with things like ahhh I’m embarrassed I feel disrespected you know the jazz, and all the while I have said to the casino look im a principal person I can deposit in excess of $50,000 a month if need be, you just honour what I am entitled to and what km owed and I will continue depositing.

I can’t believe there is no set cash bonus or cash back, I was emailed about it, asked what I think with Emma even adding ?? To the end of offering me $100 and wanted to know if I was ok with this like it was a negotiation 😆

this was 2 days ago, I have emailed over 10 times and no response I have gone to live chat 6 times and get nothing but a group planned lie, excuse, false promises and constant disregard of me being a loyal customer who’s deposited and entitled to what they advertised that I paid for.

Hello ryandavids1988,

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 if your account is already verified and if yes, since when exactly? Do I understand it correctly that the issue is that you do not get the bonuses you are supposed to?

Please keep in mind that any bonuses given by the casino are considered as a good will of the casino and they may refuse to give out them to any players at any time.

Looking forward to your answer.

Regards,

Nick

Hi there

no, my issue here is not just about not receiving a bonus!!

My issue here is a far deeper than that it is respect. It is about trading players that spend thousands of dollars at your Casino with courtesy.

Not only have I not been issued multiple bonuses that I am entitled to

I have also not been credited cashback bonus is that I’m entitled to

Casino has made handout bonuses in Goodwill, but when you are advancing to different levels because of your real money deposits you made and this is now something your entitled to due to your real money deposits, then I see this far more as just needing to be handed out for Goodwill

This Casino has done nothing but failed a duty for a customer who has deposited money, the lack of respect, the lack of ownership here, the lack of Poor management skills, the lack of courteous and respectful, and not exist at this Casino. I have had nothing but constant lies, constant and intentional, ignoring for days on end.

To be honest with you if I was this Casino I would just about Hanback every raw. Cent I deposited there because it’s Casino have done nothing but fail in their duty to give the service that they offer that I paid for plain and simple.

I am not here for the he said she said, I am not here to have other people try and defend this Casino and their actions when they have no understanding of what happened nor would I involved or there at the time

What is Casino has done first and foremost is they have just about Lost and extremely loyal customer who has the potential to deposit in excess of AU$50,000 a month

For that simple reason, I will also notify all family members and all friends as Well as go as far as leaving reviews on all online gaming platforms, to notify potential customers and existing customers of exactly the experience I went through.

because I hope no one goes through the same experience. I did with this Casino after a wall who’s casino seem to think your money grows on fucking trees with the lack of respect and care you are given while you use there service.

I have close to 1,000,000 followers on social media and I’m sure with those million followers they probably have friends or followers that up up to the millions as well so I’m more than happy to notify absolutely everyone and get them to share my experience also to prevent anyone from falling into the same position that I went through at the hands of these bloodsucking, vulture casinos that intentionally go about their way to defraud and lie to customers for their money

Dear Ryandavids1988,

Thank you for your feedback! We genuinely strive to provide attention and care to each of our players, so we're truly sorry to hear that your experience at our casino wasn't positive and that you were left disappointed. We would like to try to resolve any misunderstandings and delve deeper into the situation, as we want all our players to relax and enjoy positive experiences with us, rather than the opposite.

Regarding the availability of promotions on our website, we would like to note that the duration of each promotion is specified on its page in a standard readable font size. Therefore, please always pay attention to the duration and terms of any promotion before making a deposit.

As for the loyalty program, we would like to clarify that we recently updated it. The new loyalty program features new gifts, levels, and conditions for achieving them. We are a licensed casino and strictly adhere to the established rules, which are outlined on our website and accessible to everyone. On the loyalty program page under Loyalty program Terms & Conditions - Additional details, it is stated that "The Loyalty Program is effective from 13:00 (UTC) March 22, 2024. Status achievements prior to this date do not qualify for prize awards".

Regarding responses from our VIP manager, replies were sent to all your emails. Please note that the VIP manager has specific working hours, as indicated in the email signature, and even despite this, you were responded to yesterday on Sunday.

As for bonuses and cashback, we would like to point out that our Loyalty program page clearly indicates the prizes that a player can receive at each level. Cashback is not listed as a mandatory bonus at any of the levels. Additional bonuses may be awarded at the discretion of our VIP manager and are not mandatory, as you were also informed. All bonuses promised to you have been credited. According to the information from your profile, on March 28th, you received an additional bonus from the VIP manager in the amount of 150 AUD, and today, another bonus in the amount of 100 AUD.

We would like to apologize for any misunderstandings and hope that the situation is clarified now. If you still have any questions, we would be happy to address them.

With highest regards,

Playfina Casino

Hi there

I do need to say this casino has gone above and beyond to help and rectify thru issue

as casino guru is aware I have unfortunately been on the bad end of casinos taking advantage of me for tens of thousands of dollars and that has always left a sour taste in my mouth

I need to say Emma from VIP has gone above and beyond to help rectify this problem and I would like to make note of this

thanks to Emma and Playfina casino for taking time to respect and honour and rectify the original issue

regards

I do want to thank casino guru for making sure that all parties are looked after and that’s all i am worried about.

I am a loyal customer I deposit a lot of money and I want to always know I am not going to be hijacked or defrauded of my money and casino guru help that reassurance in casino play

thanks again to Playfina for stepping up and doing what’s right to keep a loyal customer and for there actions they most definitely have kept one

Dear Ryandavids1988,

Thank you very much for your feedback! We're glad that the situation has been resolved and that our VIP manager Emma has also helped you address all the issues that arose. We genuinely always treat all our players with great care and strive to resolve all difficulties and misunderstandings, so feel free to reach out with any questions that may arise. We wish you a wonderful gaming experience and enjoyable time on our website.

With highest regards,

Playfina Casino

Much appreciated and thank you very much 🙏

Dear ryandavids1988,

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,

Casino.Guru