Playfina Casino - Spelarens vinster är försenade.

I've been trying for several days to get my money. They say you have to wait 24 hours. I got the 1000 multiplayer on Gates of Olympus 1000 when I was at about 11 or 12 thousand. I put 4000 euros into the payout, played my way down and put another 4000 euros into the payout and got 460 euros. And now I'm being ripped off after being put on hold at least 20 times in the last few days. A payout was approved and then I was put on hold again. Now I've been told that I'm supposedly on a bonus, which isn't true at all 😡. I want my 4460 euros. It's just the last straw. Being made suspicious and kept waiting like this.

When they were stalling, they said they didn't have the capacity. I want to get my winnings, I'm verified and everything.

Ich habe mehrere Tage versucht mein Geld zu bekommen . Es heißt 24 Std warten . Habe bei Gates of Olympus 1000 den 1000er Multiplayer bekommen da war ich bei ca 11 oder 12 tausend . Habe 4000 Euro ins payout gesetzt hab mich runter gespielt und habe nocheinmal 4000 Euro ins payout gesetzt und 460 Euro . Und jetzt werde ich hier verarscht nach mindestens 20 x hinhalten in den letzten Tagen . Eine Auszahlung wurde genehmigt. Und weiterem hinhalten. Kam jetzt das ich angeblich in nem Bonus stand . Was überhaupt nicht zutreffend ist 😡.ich möchte meine 4460 Euro .ist ja wohl das letzte . Das man so Verdacht und hingehalten wird .

Es hat geheissen beim hinhalten das sie kei e Kapazität hätten.ich möchte mein gewinn bekommen bin verifiziert und alles.

Dear markuspass,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you've experienced with your withdrawal process.

To better understand the situation and move forward with our mediation, could you please clarify a few points:

• Can you confirm the exact dates when you initiated the two withdrawal requests — one for €4,000 and another one afterwards?
• You mentioned you were told you were "on a bonus." Have you ever claimed or used any bonus or promotional offer during this playing session? If so, do you recall which one?
• Have you received any written communication from the casino stating the reason for the delayed or reduced payout? If yes, could you please forward us a screenshot or copy of that?
• You also mentioned that one payout was approved. Could you confirm whether you actually received any part of your winnings or if the transaction was later reversed?
• Please let us know the name of the casino involved, so we can reach out to them if necessary.

You can forward any relevant emails or screenshots to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I can, of course, confirm much more. But I only claimed bonuses that I received during tournaments and from leveling up after the payout.

Ich kann natürlich noch viel mehr bestätigen. Aber ich habe nur bonuse in Anspruch genommen die ich im Verlauf von Turnieren und von Stufenaufstieg des Levels nach dem payout in Anspruch genommen habe

I have now personally sent an email to

sent

Habe jetzt noch persönlich eine Email an

petronela.k@casino.guru geschickt

Just transfer the money to my account. That always worked before. Nothing about stake.com. I've already done some research on that. You have my details for the transfer.

einfach auf mein Konto überweisen. Das ging sonst auch immer . Nichts über stake.com . In der Hinsicht hab ich mich schon informiert. Ihr habt meine Daten für die Überweisung.

And now I can't access my Playfina account anymore. What's the point of all this???

und jetzt komm ich auch nicht mehr auf mein Konto bei playfina. Was soll das ganze Bitteschön???

????

Dear Markuspass,

Thank you for reaching out. We have carefully reviewed your situation and would like to provide a detailed response to clear up any misunderstandings.

First and foremost, we would like to emphasize that our casino operates strictly in accordance with the established Terms and Conditions, which you agreed to upon registration.

According to our system, on May 26, 2025, at 19:49:55 UTC, you received the "Reload – Monday – Present" bonus.

Please note that, as per point 1.5 of our Bonus Terms & Conditions:

"While you have active bonus, maximum bet for all game types is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, PLAYFINA reserves the right to confiscate the winnings."

This information is clearly stated both in the Bonus Terms & Conditions and on each bonus page for your convenience. We encourage players to review these rules before activating any bonuses.

However, during the wagering of the "Reload - Monday - Present" bonus, this rule was violated multiple times - including bets of €20 and €40.

Despite these repeated violations of point 1.5, our administration made a goodwill exception in recognition of your loyalty and approved one withdrawal of €4000. The remaining €4460.06 was confiscated due to the breach, and you were informed accordingly.

Additionally, our support team offered to provide you with your bet history, allowing you to personally review all your gameplay activity. However, we have not received any response from you regarding this offer.

To summarize

You submitted three withdrawal requests:

1) €4000 – Rejected due to a violation of point 1.5.

2) €4000 – Approved as an exception for being a loyal player.

3) €460 – Rejected due to a violation of point 1.5.

You were informed of the violation of clause 1.5, the cancellation of the first and third withdrawals, and the approval of the second withdrawal as a one-time exception.

Regarding the closure of your account: during communication with our support team, you mentioned that you were experiencing gambling-related issues. As a result, your account was closed in accordance with our responsible gaming policies.

If you have any further questions, we remain available and happy to assist.

Kind regards,

Playfina Casino

Dear Playfina Team,

Thank you for your detailed response.

To proceed with our complaint, we kindly ask you to provide supporting evidence related to the case.

Please send the requested documentation to petronela.k@casino.guru so we can evaluate the matter further.

Thank you for your cooperation.

Then they'll show me when I was no longer eligible for the bonus, and when I was. And when I got the 1000 multi. I can't check it myself anymore because I no longer have access to my account. I'd like to see this data.

When did I activate the bonus

When did the bonus end?

When did the multi bonus of 1000 x

Approximately 12,000 euros. When and how often did I play with more than 10 euros? Every time I have an active bonus, I get a message saying it's not working. But now, with something like this, this function no longer works. I would like to see the data I just entered.

Dann zeigen sie mir das . Ab wann ich nicht mehr im Bonus war und wann doch . Und wann ich den 1000er multi bekommen habe . Selber kann ich ja nicht mehr Nachschauen weil ich keinen Zugriff mehr habe auf meinen Account. Ich möchte diese Daten einsehen .

Wann habe ich den Bonus aktiviert

Wann war der Bonus zu Ende .

Wann kam der multi Bonus von 1000 x

Ca 12000 Euro . Wann und wie oft habe ich mit mehr als 10 Euro gespielt ? Jedesmal wenn ich einen aktiven Bonus dann wird einem das angezeigt das es nicht geht. Aber jetzt bei sowas hier klappt diese Funktion ausgerechnet nicht mehr . Ich möchte diese Daten einsehen die ich gerade angeben habe .

Dear Petronela,

Thank you for your assistance in resolving this matter. We have requested all the necessary information from the relevant department and will get back to you as soon as we receive it.

Dear Markuspass,

To obtain your betting history, please contact our technical support team at support@playfina.com. Once you’ve provided correct answers to all security questions, your request will be forwarded to the appropriate department. Alternatively, you can simply reply to the email previously sent to you by our specialists offering to provide your bet history.

If you have any further questions, we’ll be happy to assist you.

Kind regards,

Playfina Casino

Dear Petronela,

All the necessary information regarding this matter has been sent to your email. Please let us know if any further assistance is required from our side.

Kind regards,

Playfina Casino

Now I'm getting the wrong data sent to me.

These are things from 2024

A lot is being covered up here.

I still want my money. This isn't proof. See attachment.

Jetzt bekomme ich auch noch die falschen Daten geschickt.

Das sind Sachen von 2024

Hier wird einiges vertuscht .

Ich möchte mein Geld immer noch . Das ist kein Beweis.siehe Anhang .

Dear Markuspass,

You have sent screenshots only of a part of the file, while the file itself contains the complete betting history. To find the relevant information, you just need to scroll down to line 78796, where the wagering history for the bonus titled "Reload – Monday – Present" and the appropriate year begins.

If you have any further questions, we’ll be happy to assist.

Best regards,

Playfina Casino

Dear markuspass,

Thank you for your patience while we thoroughly reviewed all the information and evidence provided by both parties.

After reviewing the information and documentation submitted by the casino, we must conclude that the terms of the bonus in use were not followed correctly, with several actions that went against the bonus rules.

While the casino decided to honor one withdrawal of €4,000 as a gesture of goodwill, they were within their rights—based on their publicly available terms and conditions—to confiscate the remaining winnings, which were tied to repeated violations of those bonus terms.

Given the evidence and the casino’s actions, we find no grounds to support your claim for the remaining €4,460.06, and we are therefore respectfully closing this complaint as rejected.

We understand this outcome may be disappointing, but we believe it is in line with the casino’s stated rules and fair gaming policies.

Best regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru