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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.

Dear Cruiser,

Thank you for your message.

We would like to clarify the situation regarding your account. Your profile was temporarily closed as part of a standard internal review process. This is a routine procedure and does not indicate any wrongdoing on your side.

During this time, our support team informed you that the account was under internal checks and that there was no cause for concern. We can confirm that your account has now been reactivated, and your full balance remains unchanged and available.

Regarding the login issue you experienced earlier, it was related to the temporary restriction during the review. You should now be able to access your account normally. If you continue to experience any issues with login or password reset, please contact our live support team and they will assist you immediately.

We appreciate your patience and understanding while this process was completed. Should you have any further questions or need assistance, we are always here to help.

Best regards,

Playfina Casino

Hi

Thank for your response much appreciated and keeping informed will my withdrawal limit stay at $3100 Aud or am I able to get a increase please.

Regards

Dear Cruiser,

Thank you for your message. We are glad that your account is back up and running and you can continue to enjoy your game.

Regarding your question regarding withdrawals, the current daily withdrawal limit on your account is AUD 3,100, which is the standard limit as per our Terms and Conditions.

For clarity, here is an overview of the available withdrawal limits:

Daily: up to AUD 3,100

Weekly: up to AUD 8,000

Monthly: up to AUD 32,000

Please note that withdrawal limits may be increased for higher VIP players at the casino's sole discretion. In such cases, players will be notified in advance. If you would like us to review your account for a possible limit adjustment, please let us know.

If you have any further questions or need help with payment methods, our support team is always available via live chat or at support@playfina.com.

Best regards,

Playfina Casino

Hi

Ok thank you for getting back to me ill leave it at the withdrawal limit for the remainder of my balance of $13,930 to get withdrawal.

Regards

Dear Klete,

Thank you for your understanding.

We’ll proceed with your withdrawals according to the current limits to ensure everything goes smoothly. Please keep us informed if there are any changes on your side, and feel free to reach out at any time if you have questions or need assistance.

Our team is always here to support you.

Kind regards,

Playfina Casino

Hi

And thank you for understanding and communicating with me about this.

Regards

Dear cruiser,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi

Yes have received some withdrawals still with a couple more to receive the remaining balance of $9030 have 1 withdrawal pending at the moment for $3100 but should come in today hopefully thanks.

Dear cruiser,

It looks like the remaining withdrawals should be processed without any issues.

Would you agree to have this complaint marked as resolved?

Of course, if any further complications arise, you’re always welcome to contact us again—either to reopen this case or submit a new complaint.

Best regards,

Attila G.

Hi

Yes it looks like it is there will be 2 more withdrawals and it will be all finalised thank you

class it as resolved when i have received last 2 withdrawals last withdrawal was accepted and processed but haven't received it yet they said can take up to 7 days but ever other withdrawal have received straight away once they processed it so just waiting to see if I do receive it. Thank you

Regards

Dear cruiser, I hope you are doing well. Could you please advise whether your withdrawal has been received? Can we close this complaint as resolved?

Thank you in advance for your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear cruiser,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila