Playfina Casino - Random payment re verification and decline

Dear @Amanda_marquis03,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Dear AMANDA_MARQUIS03,

We are sorry to hear about your disappointment with the withdrawal and verification process. We have thoroughly reviewed the situation, as well as the correspondence with our technical support team, and would like to provide a detailed explanation.

Regarding the verification of your profile, you did indeed verify it earlier by uploading a photo of your ID, address, and one of the payment methods. However, on April 7th, you used a new payment method to top up your gaming balance. We prioritize the security of our players and are a licensed casino that strictly adheres to established rules. Therefore, all payment methods used in our casino must be verified. Our specialists may request verification at any time. This information is also stated in our T&C under the ANTI-FRAUD POLICY section: "In order to verify player`s account casino management require documents (ID, payment systems, utility bills etc) in Latin or Cyrillic alphabet. In case a player doesn’t have an opportunity to provide documents in the above-mentioned alphabets, the casino reserves the right to demand video verification where the player shows his/her documents".

During your interactions with our technical support chat, our specialists provided all necessary information about which documents should be uploaded and in what format they should be. However, you initially uploaded incorrect documents to your profile: either the wrong card, combined card and statement files (instead of separate uploads), only the card, or only the statement. Our specialists kindly informed you of these requirements in the chat.

On April 20th, you successfully uploaded all the necessary information, after which a withdrawal of 300 CAD was successfully confirmed from our side. Additionally, on April 21st, a withdrawal of 200 CAD was successfully confirmed.

Confirmation emails were also sent to your email address. Please check your "Spam" folder as they may have ended up there. Please note that Bank Transfer withdrawals can take from 3 to 10 banking days to reach your account. We apologize for the delay in the withdrawal process, but we cannot influence third-party organizations and expedite this process on the payment system's side.

Please be aware that other withdrawal methods are also available on our website. For faster transactions, you can use, for example, cryptocurrency wallets. You can familiarize yourself with the full list of available payment methods, as well as the transaction processing speed, at the following link: https:­//p­lay­fin­a.c­om/­en/­pay­ments.

Best regards,
Playfina Casino

Dear @Amanda_marquis03,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.