Playfina Casino - Игрок заявляет о задержке выплат.

Casino Guru Complaint –

Casino name: Playfina

Country: Australia

Amount in dispute: AUD $23,230

Withdrawal method: Bank transfer

Bonus used: No

Complaint text:

I am filing a complaint regarding a delayed withdrawal from Playfina.

I won a total of AUD $23,230 playing online pokies. No bonus was used at any time. My account balance shows the winnings as fully withdrawable, with $0 locked by bonus.

I requested a withdrawal to my bank account. My identity verification (KYC) was requested, submitted, and fully approved. Playfina support has confirmed multiple times in live chat that:

• There are no issues with my withdrawal

• My account is in good standing

• The withdrawal is pending due to "security checks" or internal processing

Despite this:

• It has now been 5+ days

• No payment has been released

• No timeframe or payout schedule has been provided

• Support refuses to give dates and says they "cannot guarantee" when payment will be processed

My dashboard shows AUD $3,100 marked as "Pending cash out", but it has not been released, and there has been no movement since the win.

Support responses are vague and repetitive, stating they are "very busy" and that the request has been forwarded to the relevant department, but no action has occurred.

I believe this delay is unreasonable given:

• KYC is approved

• No bonus conditions apply

• The casino confirms there are no issues with the withdrawal

I am requesting Casino Guru’s assistance to:

1. Confirm when the first payment will be released

2. Obtain a clear payout schedule for the remaining balance

3. Ensure Playfina honors the full withdrawal without further unnecessary delay

I can provide screenshots of:

• Approved verification

• Account balance

• Pending withdrawal

• Live chat confirmations from Playfina support

Thank you for your assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear cruiser,

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

Dear Cruiser,

Thank you for your message. We have carefully reviewed your account and would like to clarify the situation regarding your withdrawals.

Your initial withdrawal request was submitted on December 21, 2025 at 14:24 UTC for the amount of AUD 7,500. This request was declined on December 22, 2025 at 13:11 UTC due to account verification requirements and the applicable daily withdrawal limit. The reason for this decision was communicated to you via a withdrawal cancellation email.

After you contacted Live Support and provided the requested documentation, your verification was successfully completed. You then submitted a new withdrawal request on 22 December 2025 at 14:15 UTC and the AUD 3,100 was successfully processed and paid on 25 December 2025 at 12:46 UTC.

During the same period, you initiated two more withdrawal requests, but you later canceled these requests yourself. On 25 December 2025 at 22:42 UTC, you submitted another withdrawal request for AUD 3,100, which is currently pending. As previously advised, in some cases, processing times may be extended. However, please be assured that the funds will be paid out once the current review is complete.

We understand that waiting can be frustrating and appreciate your patience.

Please keep us updated and let us know here or via live chat once your payment has been received so that we can confirm that everything has been successfully completed.

Thank you for your understanding.

Best regards,

Playfina Casino

ok

Thank you I will keep you updated with progress thanks.

Regards

Hi

They have logged me out and can't remember my password tryed to reset my password but it won't let me do it.

what should I do please.

they have disabled my profile and there is still a balance of $17,030 owed to me

They have disabled my profile now

Hi

There still is a remainder balance that is owed to me of $17,030 can you help me to receive this please.