They canceled my withdrawal

I've verified my account many times with this casino every time I request a withdrawal they want more documents. I made a withdrawal of 400 euro 3 days ago I was asked to verify my payment methods so I sent all of them again, now they want a screenshot from Google pay of a deposit made on the 18/07/2025

Google pay wallet doesn't show online transactions it's says to open the card issuer app to see them which is revolut so I sent a bank statement they are also refusing this and asked for a screenshot again after explaining Google pay doesn't show online transactions

It's not allowing me to upload documents I have emails from them and that I have sent, a statement with the transaction there asking for but refused, card confirmation for the card used.

I made a withdrawal Tuesday last week and it is still pending. I keep being told to wait and nothing happens. It is easy to put money into the account but a whole different story when making a withdrawal. This is so bad. How much longer do this have to go on. I will never ever play at Playfina again if they do not fix this right away.

I have been completely verified and had made a withdrawal once before when signing up with Playfina.

I then had wanted to make a second withdrawal despite having all been verified already. Playfina ask me to verify a transaction with date and time stamp with my card details on a single photo. I provided everything on one document as was asked verified the transaction details etc .

And had it all showing in one PDF, screenshot, even a statement with a card photos front and back separately I even verified my second bank account with them bc I they had declined any and all documents.

And when I finally submitted the impossible they asked me to verify a different transaction…?

And once again rejected my other documents I have funds just sitting there that I really need and they had no regard to explain or review my documents even though this verification came out of the blue and had processed deposits and withdrawals since being a customer.

I am still baffled that the issue is unresolved and when I wanted to email the support team they didn’t provide of the email like I had asked..

I deposited 30 Euro via Paysafecard but i didnt get the Money.

I Started a Ticket, no Reaction, i tried Chat, no reaction.

I think it's a problem with the payment API they Use, because i got a 404 Error while being redirected to the Page again.

The Agents in the Chat just answer with Standard Texts and didn't helped me.

I made a deposit at this casino with a welcome bonus of approximately 198 euros. Before I finished playing, I immediately uploaded the documents and received their approval. I'm lucky. On a bet of 5 euros I caught odds of more than 300 and for the first time won an amount of about 1600 euros. Once I had cleared the remaining bonus, I requested a payout. Having confirmed the wallet, I began to wait.

After some time, I went to the casino, and when I wanted to log in, I saw the inscription - the profile is disabled. I didn't receive any notifications, so I wrote to support myself. After a while, they answered that they needed additional verification, and I had to take a selfie with the date on a piece of paper and my passport. I did it. Moreover, I even made 2 videos where I show my house address on the street and documents from the house.

A day later they answered me that they needed another selfie with a piece of paper of the current date and that I wink with my right eye. I asked if they watched the video. They said they didn't need a video and they just needed a selfie. Of course, this upset me a little, but I understand that perhaps this is the protocol that they need to follow.

I did it. I sent them 5 photos (I have a bad camera, I tried to take a few to make it better). But 3 days have passed since then. I received an automatic email: rate the operator’s work. I asked them how I evaluate if the ticket is not resolved. Then I received a message that the ticket was reopened. Why did it close at all? It scared me. I have waited for some time and now I am writing to you.

I fulfilled all the requirements of the casino, but they disappeared, I don’t know why. I’m ready to take another selfie, I’m ready to shoot a video, I’m ready to make a video call, I’m ready to play slots, roulette or anything together, but for a small amount :) I’m very offended by this behavior of this casino.

I am ready to post here all the documents that I sent, all the letters. I did not call anyone names, did not insult or swear.

We dispute the amount of 1611 euros. This was my payment request.

P.S. Sorry for my bad English if I made any mistakes somewhere. I used a translator.

Hello,

I asked playfina to close my account caused of gambling issues, but they don't answering. Please help me here that my account is closed ASAP and I get the money back I've deposited after my closure request(324€).

History:

• On the 30th Nov I asked to close my account with the wrong e-mail address-> they answered the E-Mail is wrong.(my fault). I directly answered them with my correct E-Mail-Address(all to see in Mail1.pdf). No one answered me then.
• On the 4th Dec i started a completely new E-Mail conversation with my right E-Mail-Adress. (Mail2). No answer.
• On the 7th Dec I've written again to close my account (Mail3). No answer.
• On the 8th Dec I've written again and told them to open a case at askgamblers.(Mail4)

Now two days after that I friendly want to ask for your help. Thank you

In the screenshots you find my profile and my transactions. Attached you can find the self-exclusion rules. Self-Exclusion is only possible by E-Mail...

Thank you for helping.

Dear Askgambler,

I am writing to express my disappointment and frustration with the online casino, Playfina. Despite winning a significant amount of money at their casino, they have repeatedly refused to pay me and have caused me great inconvenience through their KYC process.

I understand that they have an automatic KYC system, and I have already provided all the necessary documents to prove my identity and address. However, their customer service representatives have continued to make unreasonable demands, at least four times now.

The first time, they asked for proof of my ID and address, which I promptly provided. The second time, they asked for a photo of me holding a paper with their name and my ID, which I also provided. While these requests were already tedious, I complied with them.

However, the third time, they asked for the paper to have a pattern and to rewrite everything, which was completely absurd. Nonetheless, I did it to get my KYC approved and get my money. Unfortunately, this was still not enough for them, and they asked for a fourth time. This time, they wanted me to take a photo of myself with the patterned paper in front of a sign that shows my home address. This request was entirely illogical and made no sense as I had already provided proof of my address. Furthermore, I do not have any sign in front of my house.

It is clear that Playfina is doing everything possible to avoid paying me my winnings. I cannot understand why you would recommend such a dishonest and unreliable online casino to your users. As an information source, I believe you also have a responsibility to ensure that the casinos you recommend are reputable and treat their customers fairly.

Therefore, I urge you to take responsibility for your recommendation and help me recover my money from Playfina. I look forward to hearing from you soon regarding this matter.

Sincerely,

Guangshen

The good thing about playfina is that there are a lot of games.

The downside is having to verify the identity that rewards them is fine. Take a picture here, white paper and neat paper with a grid like this around the front of the house, which has given me with my 2 children and then I start to worry that I send All evidence for the gamer to watch and then all I will stand up for myself and don't forget I will shoot 10 against 10 last time counting is not allowed.

Until my account has been successfully approved I used to make my first withdrawal of 400 euros. I have to wait for the withdrawal from playfina until 24 hours have passed. I will contact the admin. The admin will let me know the need for a cella photo with the word Hello playfina casino with ID, I will be busy doing it and send it to the admin. Withdraw my money whenever you want. So I'm going to request another withdrawal of € 500. I'll wait until 24 hours have passed. The first admin told me to wait. I waited until more than 24 hours. in order to chat with the admin again Admin informed me that I had to take a picture including my house with the address and write Hello playfina casino and the withdrawal date again. I asked for it. Send photos with admin. The admin informed me that sometimes I have already asked for permission to withdraw my money, please allow my account address to not yet be allowed. Inform the admin again that Previously it was confirmed by the administrator, now I have to pay again for the total amount of €1200. Other mistakes are asking to withdraw money, just ask for a selfie, take a street name with ID and I'm off. Find street names and houses in different places. I wish the name of this street was only my house or the name of the road was not near my house. The name of the street is 10 kilometers from my house. Will ask you to stand and take a selfie with the name of the street. Is it because my championship card confirmation of laughter Complete confirmation, home address, the rest of the bank code documents sent to my house. Go next time I confirm more than 10 times it's tricky so I'll kindly keep playing playfina.

Was trying to withdrawing 4.000 €, they declined more times a bank transfer. They declined the payout with Skrill (i deposited more times with skrill).

The last payment they "Approved" - but the support says, that they did not made the payment without any reason. Since 6 days I get no information, what the problem is. The account verification was already done.