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Hi ▇▇▇▇ - welcome to CasinoReviews.com.

Please read our Complaint Guidance and our Complaints FAQ to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

We need you to be honest here: have you played these funds down? If you have, your play history will show this clearly and us speaking to the operator would not make any difference whatsoever to your circumstance.

If that is the case, we understand that you are frustrated that you were not notified that the withdrawal was rejected and the funds were added back to your account, but ultimately this is a customer service issue, not grounds to view the gambling transactions as in any way compromised. Whilst a notification would be more player friendly, and you're well within your rights to look for a casino that provides this service on cancelled withdrawals, it is neither a regulatory requirement for this gambling operator nor something that is widely available in the sector. Responsibility for knowing what funds you are playing with would ultimately lie with you, and a $4k change in balance is a significant jump to happen without noticing.

Thanks,

CasinoReviews.com Complaints Team

Hi,


You can change user name to Bozzo1982 .

As I sad I do not recall paying down the $4000 as I had $16000 in the account. I wanted to withdraw at least something from it and had to do it in sections and withdrew the $1800 and the $4000. Looking at the process of both they were both saying processed so I carried on playing knowing they were both safe from being played. I received the $1800 in my account but not the $4000. When I questioned them they told me it was cancelled but not by me, and that I had played it. I had no Idea it was cancelled as it was still showing that it was processed. Why is it showing that it is processed when they say it was cancelled, should it not show that it was cancelled. This is why I thought it was still safe from being played, if I had played it I had no idea I was playing this. I don't think it is right that they took it and cancelled the process, and why is it still showing that it was finished the process to my account.



Thanks ▇▇▇▇▇

Hi ▇▇▇▇,

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

Responding to your communication - we certainly appreciate that you are frustrated regarding the notification of your funds, but a $4k change in your balance is not a small shift and without a corresponding winning combination, that should result in questions on your part as to why your balance changed. We completely agree that it would be more user friendly to force play to stop with an alert, but the lack of that doesn't make the wagers placed in any way compromised and as such doesn't provide valid grounds for us to contest your losses.

Reviewing your response, your claim seems hinged on feeling that you should not have been able to play these funds, rather than a genuine belief that you did not play this money. If that's correct, sadly this is not a matter we could support you with.

CasinoReviews.com Complaints Team

Hi,


Why is it still showing that it was accepted  like the $1800 and I am positive that I did not play it down.

Hi Bozzo1982,

We couldn't comment on the status order of the operator's payment system, but we will again stress, if the game records show that you have played with this money, there will be nothing that we can do to support you.

Can you please confirm that you consent to our service sharing your personal information with the following parties, and that you consent to these parties sharing your personal with our service:


- Playfina
- Dama N.V.
- Playfina Partners

Thanks,

CasinoReviews.com Complaints Team

Hi,


Yes I confirm, as they would not give me the proof that I played it down. I do not recall playing it down but if I did I will accept it.



Thanks ▇▇▇▇▇

Hi Bozzo1982,

Thanks for the confirmation. We'll contact the operator and see what we can find out for you.

CasinoReviews.com Complaints Team

Hi Bozzo1982,

We've reviewed your play history for the time and question and can confirm that you play down the contested funds.

On the 23rd of February you were Elvis Frog in Vegas. At 18:25:47 server time, you placed a bet of $2, which lost and reduced your balance to $2.14. You then stopped playing, returning at 21:34:56 when your balance was $4002.14. You then started to play with this balance. By 23:48:53 you had played the balance down to $7.14.

Sorry we couldn't be of further help.

CasinoReviews.com Complaints Team

Found for the Operator – Playfina has provided sufficient evidence to demonstrate that this player played down the contested funds, so we couldn't help further.

Non payment of funds withdrawn . I withdrew $1800 aNd $4000I received the $1800 but not the $4000. On the site it show's that both have been paid. When i questioned  them they told me that it was cancelled , not by me. And that i played it, i didn't.  They should not have cancelled the withdraw  without letting me  know and why is it showing that it has been processed.

Playfina - Withdrawal issues 

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