The player from Germany registered with Playfina and successfully withdrew €20 after winning approximately €2,700 from a €100 deposit. However, his account became blocked without explanation during his second withdrawal attempt for €2,700, and support had been unhelpful. The Complaints Team intervened, confirming that the casino's internal review had led to the account closure but that the remaining winnings of €2,500 were being prepared for payout. The player later confirmed receipt of the funds, and the complaint was marked as resolved.
Playfina Casino - Player’s account has been closed.
Resolved
Our verdict
Case closed
Amount: €2,750
Playfina Casino
Safety Index:HighCase summary
Discussion
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11 months ago
Translation
Hello, I registered with Playfina on Saturday, April 19, 2025. I then deposited €100 and won approximately €2,700. The first withdrawal of €20 was successful. During the second withdrawal of €2,700, my account was blocked without any explanation given. Contacting support has so far been unsuccessful. My account is still blocked.
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11 months ago
Dear ericmaier1212,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Has the casino provided any reason for the account block?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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11 months ago
TranslationHello Dominika,
Yes, I successfully passed the KCY verification.
I have never accepted or played with bonuses.
No, the casino did not give me a reason for my ban.
I sent them a screenshot via email.
Edited
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11 months ago
Dear Ericmaier1212,
Thank you for the information you provided. We have carefully reviewed your case and would like to offer a full response to clarify any misunderstandings.
First and foremost, we would like to emphasize that our casino is fully licensed and operates strictly in accordance with the Terms & Conditions, which you agreed to upon registering on our website.
Your account was closed following an internal review conducted in accordance with our Anti-Fraud Policy:
"The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice."
Additionally, we would like to note that our support agents informed you via Live Chat about the final closure of your account, which was made by the decision of the administration, as well as the forthcoming withdrawal of your remaining winnings.
We would also like to confirm that your initial withdrawal of €20 was successfully processed, and your remaining winnings of €2,500 are currently being prepared for payout. Our support team will notify you as soon as the refund has been completed.
If you have any further questions, we would be happy to assist you.
Best regards,
Playfina Casino
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11 months ago
Dear Playfina Casino, thank you for the information provided.
Dear ericmaier1212, kindly update us once you have received the funds.
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11 months ago
TranslationThank you for your help, I received my money.
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11 months ago
Dear ericmaier1212,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
