It’s not so much delayed more so the casino keeps asking for credit card details I have sent them. I have a card that is lost and cancelled by the bank but the casino will not accept that I can’t find the statement that shows transactions with this card made in Jan 2025

they want back and front of each card used it’s unfair I’m going crazy trying to get them to understand.

I asked for the merchants name as it appears on my statement and they couldn’t tell me .. I can’t find what they want. I asked for a transcript . They want more info before they will give .

It feels like this is a deliberate attempt to have me play. Ack my win . I will not do that now on principle . I have supplied so much information ok afraid I have exposed my digital identity they have access to so much of my banking information. As I don’t know what they want anymore .

Dear mishrina0811,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Mishrina0811,

Thank you for reaching out! We’ve carefully reviewed your situation and would like to provide a detailed response to avoid any misunderstandings.

First and foremost, we would like to emphasize that our casino operates strictly in accordance with the established Terms & Conditions, which you accepted upon registration. The verification process is a necessary step to ensure the security of both players and the casino when processing withdrawals. Please also note that all payment methods used for deposits must be verified.

This requirement is outlined in the ANTI-FRAUD POLICY section of our Terms & Conditions: ?In order to verify player`s account casino management require documents (ID, payment systems, utility bills еtc) in Latin or Cyrillic alphabet.?

You can always find all the necessary information regarding verification on our website, and feel free to contact our support team if anything remains unclear. We’re always happy to help.

As of now, all the necessary documents for successful verification have been received. We’re pleased to inform you that your withdrawal in the amount of 1,864 AUD was successfully processed on our side today at 13:07:02 UTC.

According to our WITHDRAWAL POLICY: ?All Bank Transfer payouts are in principle processed within three to seven (3-7) banking days.? However, in some cases, the funds may reach your account sooner.

Please notify both us and the Casino Guru representatives once the funds arrive in your account.

Remember that we’re always here and ready to assist you with any questions or concerns you may have. Our support team is available 24/7 via Live Chat or by email at [email protected].

Best regards,

Playfina Casino

Dear mishrina0811,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear mishrina0811,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.