Playfina Casino - Играчът се бори да потвърди акаунта си.

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

Hello stewin,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playfina Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and we had some previous cases where the casino requested similar documents.

Looking forward to your answer.

Regards,

Nick

Dear Nick

Thank you for your inquiry. The verification process was initiated on the 16th of this month when I attempted to withdraw funds for the first time. The casino requested a selfie and identification documents at that time, which I promptly provided. However, my submission was rejected on the 17th, and I was asked to provide a signed paper with my name and the casino's name, along with a selfie of myself holding the paper and my ID.

Subsequently, my submission was rejected again on the 18th when the casino asked for a paper with my name and date on it, written on patterned or checked paper. This request seemed unreasonable to me. On the 19th, I was asked to take a photo of the signboard outside my home, displaying the name of the building, the door number, and the street name. In addition to these requests, I was asked multiple times to verify my wallet, but I was unable to send an email to their customer service.

Please note that the verification process may take up to 14 days after submitting all the requested documents. I have submitted all the documents that were requested of me and have yet to receive confirmation on which ones have been approved or rejected. My last communication with the casino was on the 19th, when they requested the photo of the signboard.

Now, there has no response to me from them anymore, and my withdraw pending there forever.

Thank you for your attention to this matter.

Best regards,

Hey u know what, they just reject my withdraw again and ask a new request, guess what for this time:they ask a selfie with your id + a note on a checkered/lined piece of paper saying "hello, playfina casino", and the current date + a fresh newspaper with the publication date visible.

Newspaper!can you believe that?

Hello stewin,

Unfortunately you will have to provide everything they requested in order to verify your account. We had multiple cases where the casinos had even stranger requests towards the players. The casino must have been unsure in some of your documents and if they have even the slightest doubt, they will request more information.

Please provide them the documents and let us know the outcome.

Dear stewin,

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.