Playfina Casino - O pagamento do jogador foi atrasado.

The casino won't process my payout without giving any reason, even though I'm a VIP customer there and have had lots of payouts before, but now it just won't be processed. I'm just fobbed off in the chat and my VIP manager Eva doesn't respond and doesn't help either. I don't think that's right or serious, I'm demanding my payout!

Das casino bearbeitet meine Auszahlung ohne Angabe von Gründen nicht obwohl ich dort vip Kunde bin und auch schon viele Auszahlungen vorher hatte aber jetzt wird sie einfach nicht bearbeitet im Chat werde ich nur abgewimmelt und mein vip Manager eva reagiert und hilft auch nicht weiter .Ich finde das nicht inordnung und nicht seriös ich verlange meine Auszahlung!

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Your casino states that VIP customers benefit from faster payout processing, so I'm wondering why I have to wait over 12 hours for my €150 payout. That's not good VIP service, to be honest! Day is generally very disappointing for VIP customers.

In ihren casino ist geschrieben das man als vip Kunde von schnelleren Bearbeitung der Auszahlung profitieren tut und deshalb frage ich mich warum ich über 12 Stunden auf meine Auszahlung von 150 Euro warten muss das ist doch kein guter vip Service wenn man ehrlich ist! Day ist in der Regel sehr enttäuschend für vip Kunden

Dear Playfina Casino, thank you for the information provided.

Dear player, could you please confirm whether you still wish to make a withdrawal? If so, kindly let us know the amount and whether a new withdrawal request has already been submitted.

If you no longer intend to withdraw any funds, we will proceed to close this complaint.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru