Playfina Terms and Conditions

1. Introduction and General Information

These Terms and Conditions (“Terms”, “Agreement”) govern access to and use of the Playfina website, Player Account, casino games, payment services, promotions and other services made available through the platform (“Services”).

Playfina is owned and operated by Novatrix SRL, a company incorporated under the laws of Costa Rica under registration number 3-102-893958, with its registered address at Province 03 of Cartago, County 07 of Oreamuno, Potrero Cerrado, North Side of Manuel Avila Camacho School, Costa Rica.

The Company operates under E-gaming licence No. 0000002 issued by the Tobique Gaming Commission.

These Terms apply together with the Privacy Policy, Bonus Terms and Conditions, Responsible Gaming Policy, KYC Policy and any other rules published by Playfina.

2. Acceptance of the Terms

By registering an account, accessing the platform, depositing funds, placing a wager, claiming a promotion or otherwise using Playfina, you confirm that you have read, understood and agreed to these Terms.

If you do not agree with any provision, you must not register an account or continue using the Services.

Playfina may update these Terms when necessary. Players are responsible for reviewing the current version periodically. Where permitted by applicable law, continued use of the Services after an update becomes effective constitutes acceptance of the revised Terms.

The official language of Playfina’s Terms is English. If a translated version differs from the English version, the official English-language version takes precedence.

3. Eligibility and Minimum Age

You must be at least 18 years old or have reached the minimum legal gambling age in your jurisdiction, whichever requirement is higher.

By creating an account, you confirm that you have the legal capacity to enter into this Agreement and that all information provided during registration is accurate.

Playfina may request proof of age at any time. If a Player fails an age verification check or provides false information concerning their age, the account may be suspended or terminated.

Players must also ensure that using the Services is permitted under the laws that apply to them.

4. Use of Playfina from Australia

The availability of an Australian-language or AUD version of Playfina does not mean that Playfina holds an Australian gambling licence.

Australian law places restrictions on interactive gambling services, including online casino services offered to persons physically present in Australia. Players are responsible for understanding and complying with the laws that apply to them before attempting to use any real-money gambling service.

Nothing in these Terms should be interpreted as an invitation to use Playfina where doing so would be prohibited by Australian federal, state or territory law.

Playfina may restrict access to accounts, games, deposits or other Services where required by law, licensing conditions, payment providers or internal compliance procedures.

5. Geographic and Game Restrictions

Playfina does not make every Service available in every jurisdiction. Country restrictions may change over time in response to regulatory requirements, licensing conditions and agreements with third-party providers.

Individual software providers can impose additional restrictions independently of Playfina’s general country policy.

In particular, certain providers restrict their games in Australia. NetEnt casino games are subject to Australian territorial restrictions, while Amatic content may also be unavailable to users located in Australia.

A Player must not attempt to circumvent a geographic or provider restriction by concealing their actual location. The use of VPNs, proxy services or similar technologies for the purpose of bypassing applicable restrictions may lead to account investigation, cancellation of affected winnings or account closure.

6. Player Account Registration

Each Player may maintain only one personal Playfina account.

During registration, you must provide truthful and current information. This may include your full legal name, date of birth, residential address, valid email address and other information reasonably required for account administration and verification.

The account must be used only by the person whose identity is registered with Playfina.

You may not sell, transfer, share or otherwise provide your account to another person. You are also prohibited from registering accounts using another person’s identity or from creating additional accounts in order to receive repeated bonuses or circumvent account restrictions.

If duplicate accounts are identified, Playfina may restrict or close them and review associated balances, bonuses and withdrawals.

7. Account Security

You are responsible for keeping your login details confidential and maintaining adequate security over the device and email account used to access Playfina.

Any suspected unauthorised access should be reported to customer support as soon as possible.

Playfina may temporarily restrict an account if unusual activity, attempted account takeover or another security concern is detected.

Additional identity verification may be required before full account access is restored.

The Company is not responsible for losses resulting from the voluntary disclosure of login credentials or other security information to a third party.

8. Identity Verification and KYC

Playfina may conduct Know Your Customer (“KYC”) and identity verification checks at any point during the relationship with a Player.

Verification may be required when opening an account, before or after deposits, before processing a withdrawal, during a refund request or when account activity requires additional review.

Players may be asked to provide a valid government-issued photo ID such as a passport or driver’s licence, proof of their current residential address and evidence showing ownership of the payment method used.

Additional documents or video verification may be requested where necessary.

Documents must be genuine, current, readable and unaltered. Failure to complete verification may result in deposits, withdrawals or account access being restricted.

Providing falsified or manipulated documents can result in account termination and cancellation of affected transactions.

9. Anti-Money Laundering and Financial Security

Playfina must not be used for money laundering, terrorist financing, circulation of criminal proceeds or other unlawful financial activity.

The Casino may review deposits, withdrawals and gameplay activity for compliance and security purposes.

Where necessary, a Player may be asked to provide additional information concerning payment ownership, source of funds or account activity.

The Player Account is intended for gambling and related transactions. It must not be used primarily as a financial account, money transfer service or method of exchanging currencies.

Funds held in a Playfina account do not earn interest.

10. Accepted Currencies

Playfina supports several fiat currencies and cryptocurrencies.

Australian dollars (AUD) are among the supported fiat currencies. Supported digital assets may also include cryptocurrencies such as Bitcoin, Ethereum and other currencies displayed in the cashier.

The availability of a particular currency depends on the account, payment method and jurisdiction.

Playfina’s internal operating currency is EUR. Transactions made in another currency may therefore be affected by conversion rates used by the Casino’s processing systems, financial institutions or payment providers.

Any conversion fees applied by a bank or independent payment service are generally outside Playfina’s control.

11. Deposits

Deposits must be made using a supported payment option available through the Player’s cashier.

Playfina supports methods that may include payment cards, electronic wallets, bank-based payments and cryptocurrency. Actual availability depends on location and the payment provider.

A Player must use a payment account registered in their own name. Depositing from a bank account, card, wallet or other payment method belonging to another person is prohibited.

If Playfina determines that a third-party payment method has been used, associated winnings may be cancelled and the original deposit may be returned to its legitimate owner.

The general minimum deposit is EUR 20 or its equivalent. Promotional offers may establish different qualifying deposit amounts. For example, certain Australian bonus offers may require a minimum deposit of A$30.

Maximum deposit limits depend on the selected payment method and are displayed during the transaction.

12. Deposit Wagering Requirement

Funds deposited to Playfina are intended for genuine gaming activity.

Under the current general payment rules, a deposit must be wagered three times before the deposited funds can normally be withdrawn.

Where several deposits have been made without sufficient gameplay, the wagering requirement may apply to the combined amount.

If the requirement has not been satisfied, Playfina may refuse the withdrawal or apply a processing charge where permitted under the applicable Terms.

This deposit wagering rule is separate from wagering requirements attached to promotional bonuses.

13. Cryptocurrency Deposits

Cryptocurrency transactions depend on independent blockchain networks.

Players are responsible for selecting the correct cryptocurrency, blockchain network and destination address before completing a transfer.

A transaction confirmed on a blockchain may be irreversible. Funds sent through an unsupported network or to an incorrect address may be impossible to recover.

Processing times can also vary because Playfina does not control network congestion or confirmation speeds.

Cryptocurrency values may fluctuate significantly. Any change in market value between deposit, gameplay and withdrawal is a risk accepted by the Player.

14. Withdrawal Policy

Players may request withdrawal of eligible funds using payment options available in their cashier.

The minimum withdrawal for AUD transactions is generally A$20. The maximum amount available through a particular payment method is shown when the withdrawal request is created.

Every withdrawal may be subject to account verification, security checks and review of the Player’s payment history.

Playfina aims to process approved withdrawal requests within 72 hours. The time required for the money to reach the Player can be longer depending on the payment provider, bank, cryptocurrency network and verification status.

Playfina may use a different payout method where the requested method cannot be used or where an alternative method is necessary for payment or security reasons.

15. Withdrawal Limits

Playfina applies general withdrawal frequency limits to fiat transactions.

Under the current conditions, withdrawals in Australian dollars may be limited to A$3,000 per day, A$7,500 during a rolling seven-day period and A$30,000 per month.

If a payment-method limit is lower than the amount requested, a withdrawal may be divided into several payments.

Progressive jackpot winnings may be treated separately and can be excluded from standard withdrawal limits under the applicable rules.

Cryptocurrency withdrawal limits may be calculated using the applicable exchange rate at the time the request is made.

16. Payment Cards and Bank Transfers

Where supported, eligible Visa and Mastercard transactions may be used for deposits and certain withdrawals.

If a Player deposited with a payment card, Playfina may return an amount up to the Player’s net card deposits to that same card. Any amount above the eligible card return may need to be paid through another available method.

Issuing banks can independently block gambling-related deposits or payouts even when a payment method is technically supported by Playfina.

Bank transfers may require additional processing time. Intermediary banks or payment processors may also charge fees that are outside Playfina’s control.

Players remain responsible for charges imposed by their own banks or payment providers.

17. Bonuses and Promotions

Playfina may offer welcome bonuses, deposit bonuses, free spins, tournaments, loyalty rewards and other promotions.

Each promotion is governed by separate Bonus Terms and may specify its own qualifying deposit, wagering requirement, maximum bet, eligible games, expiry period and withdrawal conditions.

Players should read the applicable promotion rules before accepting a bonus.

For certain promotions, the minimum qualifying deposit for an AUD account is A$30.

While an eligible bonus is active, the general maximum permitted bet may be A$8 unless the specific promotion states otherwise. Exceeding the applicable maximum may result in the cancellation of bonus-related winnings.

18. Bonus Abuse

Bonuses are intended for normal recreational gameplay and must not be manipulated.

Playfina may investigate behaviour that appears designed primarily to exploit promotional conditions. This can include maintaining duplicate accounts, manipulating betting patterns, deliberately progressing a game feature with bonus funds before completing it with cash funds, or using promotions in a manner inconsistent with their stated purpose.

If bonus abuse is established, Playfina may cancel the affected promotion, confiscate bonus-related winnings and restrict the account from receiving future offers.

The applicable Bonus Terms take priority where they establish more specific conditions.

19. No-Deposit Bonus Winnings

Where Playfina provides a no-deposit bonus, any winnings generated from that promotion may be subject to a maximum cashout.

Under the current general conditions, the maximum amount that may be withdrawn from a no-deposit bonus for an AUD-denominated account is A$100 unless the specific promotional terms provide otherwise.

Promotional balances remain subject to any wagering and verification requirements attached to the relevant offer.

20. Game Rules and Availability

Players are responsible for understanding the rules of each game before placing a wager.

Game information may include payout mechanics, odds, return-to-player values, betting limits and other conditions relevant to the game.

Playfina offers content from multiple third-party providers, and not all titles are available in every country.

In Australia, provider-level restrictions can affect specific game libraries even where other parts of the platform remain technically accessible.

Playfina may add or remove games at any time due to provider agreements, regulatory restrictions or technical requirements.

21. Fair Play and Prohibited Activity

Players must use Playfina honestly and must not attempt to interfere with games, payment systems or platform infrastructure.

Fraud, collusion, account sharing, payment abuse, exploitation of technical vulnerabilities, use of prohibited automated tools and deliberate manipulation of games are not permitted.

Players must also report any software error or system malfunction that could create an unintended financial advantage rather than deliberately exploiting it.

Playfina may review suspicious activity and cancel wagers, winnings or transactions directly connected with a confirmed breach of these Terms.

22. Technical Errors and Malfunctions

Online gaming depends on software, internet connections, payment infrastructure and third-party systems that may occasionally fail.

If a wager, game result, balance or payment is recorded incorrectly because of a technical malfunction, human error or another obvious mistake, Playfina may correct the transaction.

Affected wagers may be cancelled or resettled according to the conditions that should have applied.

Funds or winnings credited to a Player solely because of an obvious technical or administrative error do not become valid winnings simply because they appeared in the account.

If incorrectly credited money has already been withdrawn, Playfina may seek repayment where permitted by law and the applicable Terms.

23. Dormant Accounts

A Player Account may be classified as inactive after 12 consecutive months without login or gameplay.

Once an account becomes inactive, Playfina may apply a monthly dormancy fee equivalent to EUR 20 from the remaining balance.

If the balance is lower than the applicable fee, the remaining balance may be deducted instead.

Dormancy fees may continue until the balance reaches zero or the account is reactivated according to Playfina’s current conditions.

Players should therefore avoid leaving an unused real-money balance in an inactive account for an extended period.

24. Refunds

A request for a refund of a legitimate transaction should generally be submitted within 24 hours of the relevant transaction under Playfina’s current refund policy.

Where the Player claims that another person accessed the account without authorisation, the applicable notification period may extend to 30 calendar days from the date the Player first became aware of the unauthorised access.

Refund requests may require full KYC verification and evidence confirming identity, payment ownership and residential address.

Approved refunds are generally processed within five to seven banking days, although the final timeframe may depend on the financial institution involved.

Players remain responsible for applicable third-party charges connected with the refund process.

25. Taxes

Players are responsible for determining whether any tax obligations apply to their gambling activity or winnings.

Playfina does not provide personal tax, financial or legal advice.

Tax treatment can depend on individual circumstances and applicable Australian law. Players who are uncertain about their obligations should obtain advice from an appropriately qualified professional.

26. Responsible Gambling

Playfina supports responsible gambling and encourages Players to view casino games as entertainment rather than a source of guaranteed income.

Players should wager only money they can afford to lose and remain aware of the time and funds spent on gambling.

Where responsible gambling controls are available, Players should use them whenever they feel that greater control over their activity is necessary.

If gambling begins to cause financial, emotional, personal or social harm, the Player should stop gambling and seek assistance from an appropriate professional support service.

Australian residents can also access local responsible gambling information and support services independently of Playfina.

27. Privacy and Personal Information

Playfina collects and processes personal information required to operate Player Accounts, conduct identity verification, process payments, prevent fraud and maintain platform security.

Information may also be shared with service providers where necessary to provide games, payment processing, verification or other platform functionality.

The handling of Player information is further governed by Playfina’s Privacy Policy.

Players should review the Privacy Policy before submitting personal documents or other sensitive information.

28. Account Suspension and Closure

Playfina may temporarily restrict or permanently close an account where there is evidence of fraud, duplicate accounts, false identity information, payment abuse, prohibited gameplay, geographic restriction circumvention or another material breach of these Terms.

An account can also be placed under temporary review while compliance, payment or security checks are completed.

Any remaining balance may be reviewed before an account is closed. Funds connected with legitimate activity will be handled according to the applicable Terms and regulatory obligations.

Players may also request closure of their account through customer support.

29. Complaints

Players should initially submit complaints concerning an account, payment, bonus, withdrawal or game result to Playfina customer support.

The complaint must be submitted by the registered Account Holder.

Playfina may use its internal system and server records when investigating a dispute concerning gameplay or account transactions.

If a complaint cannot be resolved through the internal process, the current Playfina Terms provide for escalation to EGIS, an independent dispute resolution service operating in connection with the Tobique Gaming Commission.

The applicable complaints procedure should be checked at the time a dispute is submitted, as contact details and processes can change.

30. Non-Transferability

A Player may not transfer or assign their Playfina account, account balance, deposits, winnings, wagering rights or contractual claims to another person without Playfina’s express permission.

Player Accounts and associated rights are personal to the registered Account Holder.

Any attempt to sell, pledge or transfer an account or its balance contrary to these Terms may be treated as invalid and may result in an account review.

31. Limitation of Liability

Gambling involves the possibility of financial loss, and Players accept this risk when voluntarily participating in real-money games.

Playfina does not guarantee that the website, games or payment services will operate without interruptions or technical errors at all times.

To the extent permitted by applicable law, Playfina is not responsible for losses caused exclusively by circumstances outside its reasonable control, including internet failures, device issues, external payment-provider outages or third-party software failures.

Nothing in these Terms is intended to remove mandatory legal rights that cannot lawfully be excluded.

32. Claims and Dispute Resolution

Under Playfina’s current general Terms, claims arising from the Services are subject to the time limits stated in the applicable agreement.

The current Terms specify a one-year period for certain claims arising from use of the Casino.

They also provide for disputes between the Player and the Casino to be resolved through arbitration in Costa Rica, subject to the terms of the applicable agreement and any mandatory law that cannot legally be excluded.

Players should review the current official Terms when a dispute arises rather than relying on an older saved version.

33. Australian Regulatory Position

Playfina’s foreign gaming licence should not be interpreted as an Australian gambling licence.

Australia’s Interactive Gambling Act regulates the provision and advertising of interactive gambling services to persons in Australia. Certain online gambling products, including online casino services, are prohibited from being offered to people in Australia.

The existence of an Australian-language Playfina webpage, acceptance of AUD or technical access to the website does not override those legal restrictions.

Users remain responsible for understanding the rules applicable to their location, while operators remain subject to their own obligations under Australian law.

34. Changes to the Services and Terms

Playfina may change its games, payment methods, bonuses, currencies, software providers or other platform features.

The Company may also amend these Terms to reflect operational, regulatory, security or commercial changes.

The current version of the Terms should be reviewed before using the Services, particularly before making significant deposits or accepting promotional offers.

If a Player does not agree with updated conditions, they should discontinue use of the Services and contact support regarding any eligible remaining balance.

35. Severability

If a provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the maximum extent permitted by law.

Where possible, the affected clause should be interpreted in a way that preserves its original purpose without making the remainder of the Agreement invalid.

Failure by Playfina to enforce a particular provision immediately does not necessarily constitute a permanent waiver of that provision.

36. Entire Agreement

These Terms must be read together with Playfina’s Bonus Terms and Conditions, Privacy Policy, Responsible Gaming Policy, KYC Policy, game rules and any other conditions applicable to a specific Service.

Where a promotion or individual product has more specific terms, those specific conditions may apply in addition to these general Terms.

The official English version of Playfina’s current Terms should be treated as the primary version where there is a conflict between translations.

37. Final Acceptance

By registering or continuing to use Playfina, you confirm that you understand the rules applicable to the platform and accept responsibility for complying with the laws that apply to you.

You also confirm that you meet the applicable minimum-age requirement, have provided accurate account information and understand that gambling involves a real risk of financial loss.

Australian users should specifically verify whether the particular Playfina service they intend to access may lawfully be provided to them before attempting to participate in real-money gambling.