Playfina Casino - Player’s account has been closed.

I've only joined with this casino a couple weeks ago I've verified with them I've had $2900 trying to cashout for over 5 days today they bounced it back into my account saying the payment provider couldn't complete transaction this seems to be everyone's go to throw off answer I asked them today what's gojng on and my account was disabled as you can see in the screenshot

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has your account been fully verified before the casino blocked you? Which documents did you send to the casino for verification?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?
• Have you received any emails from the casino after your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

I've always deposited with my own cash and haven't won money from bonuses I only played slot machines aswell. After losing a lot of money I finally had a win of $2900 and tried to withdraw I was trying to cashout for days until yesterday the $2900 was returned back into my account after 3 days of them telling me it's been sent to my bank account already I then went to check my Casino account to make another cashout on the $2900 and found that my account is disabled. I haven't heard anything back from them

You say fraud only when it's time for me to do a cashout why was there no mention of fraud whilst depositing my life savings (over $7000) but as soon as your turn to deposit you scream fraud!!! As you said yourself my account was fully verified so where's the fraudulent actions ? Clearly your out to scam ppl and when you don't want to pay what's owed to them you come up with these lame excuses....so when will my $2900 go into my bank account which belongs to me along with all the relevant IDs I supplied to be verified someone who's committing fraud doesn't supply their complete identity and doesn't come into a platform to get help getting their money out of a casino who clearly is committing fraud by making up fraudulent excuses please pay my funds immediately..

You sent that email saying it was approved and the money had left your hands how has the money ended up back in your hands my guess is it never left your hands and now Playfina casino is trying to say that I am fraudulent when the only person comminting fraud is them

Thank you, dear Playfina Casino representative, for providing us with details regarding the player's case.

Dear player,

I understand how stressful and frustrating it can be to have your account blocked, especially when there are funds involved. Please note that a casino, like any other business, has the right to stop providing its services to customers at its own discretion. While we cannot compel a casino to reopen your account, our priority is to ensure that you receive any funds that rightfully belong to you.

The casino stated that there is still a pending withdrawal request in your account, submitted on August 6. In line with standard processing times, we recommend allowing up to 14 days for your winnings to be credited to your payment account. If the funds do not arrive within this timeframe, please inform us so that we can follow up with the casino on your behalf.

We appreciate your patience and cooperation while we work to help you resolve this matter.

Let's see cause as you know I've heard that before many times from your casino

Dear player,

Can you please let me know if you received your refund in the meantime?

It's been another 7 days since you told me the funds have been sent they still haven't been received

Dear Stevek25,

If the funds have still not been credited to your account, please send our technical support team a bank statement listing all transactions from August 15 to the present date. This will allow us to verify everything and take appropriate action if the transaction is indeed not reflected. You can send all the necessary information 24/7 via email to [email protected].

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Please remember that we are always here and ready to assist you in any situation.

Best regards,

Playfina Casino

Your Casino has been caught out in a lie why can't you pay the $2900 already? Do you realise how you look go up and read how many times you've said your pleased to inform and also look at this email at when you've been playing hide and go seek from

I just want to let the Public know that I still haven't been paid after waiting for many weeks I've been told by this casino who apparently have a A plus on Safety 🤔 That they sent the money for weeks on end were into the next month and I'm still waiting

Dear Stevek25,

We have received your statement and forwarded the information to the relevant department for review. Please rest assured that we do not leave issues unresolved and will thoroughly investigate this matter. We will inform you as soon as we receive a response. Our technical support team also notified you on August 30 that you would be kept updated on the situation.

Best regards,

Playfina Casino

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you stevek25 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Playfina Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear Peter,

Thank you for your assistance in resolving this matter! The player was informed via email that the transaction was unsuccessful (declined by the receiving bank). We would also like to notify you that yesterday, 2025-09-01 at 12:43:57 UTC, a refund in the amount of 2900 AUD was sent again to the alternative account provided by the player.

Dear Stevek25,

Please kindly inform both Casino Guru representatives and us in a timely manner once the funds have been credited to your account.

Best regards,

Playfina Casino

The excuses keep getting better since when does a bank reject taking money If its not in there by the 6th of September Il be reporting your site to scam watch and all the other relevant agencies its time to let people know your site doesn't pay

Dear stevek25, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Stevek25,

As we have mentioned earlier, we are processing the withdrawal on our side, however, the issue is outside our control. If the withdrawal is unsuccessful this time as well, the situation will be addressed further. The funds should be credited within 5 business days. If this does not happen, please contact us — we will certainly find alternative ways to process your withdrawal.

Please remember that we are always here and doing everything possible to ensure a successful refund, and we will remain in touch until the matter is fully resolved. We hope for your patience and understanding while we work to resolve this issue.

Best regards,

Playfina Casino

I'm sure the money will not be credited

Playfina casino Can we see some proof of your attempts to deposit this $2900 ?

I Suggest that https://casino.guru reconsider the safety rating you have given Playfina casino as it has been since the 4th of August over a month and 2 weeks since this casino has promised countless times to credit my funds $2900 and yet we are still here

Dear stevek25, let's wait for the aforementioned 5 business days, as the casino mentioned before, and we will continue with the resolution. Please update us by Wednesday if you received the funds. Thank you in advance for your cooperation!

Thanks Peter you guys go above and beyond for people like myself to resolve our issues many thanks and appreciation for the casino gurus Staff,❤️

Dear Stevek25,

We have received your crypto address via email that was requested earlier, and have shared it with the relevant department handling your refund request. At this stage, we are awaiting their response. As soon as we receive an update from them, we will inform you directly.

Please note that it is necessary to provide this information via email. For your own safety, do not share personal details such as your wallet number on publicly accessible resources.

In addition, we have reached out to the relevant department to clarify the possibility of providing you with confirmation that the withdrawal issues did not occur on our side.

We apologize for the delay with the refund, but we assure you that our specialists are doing everything possible to complete it as soon as possible. The funds are being sent from our side, however, unfortunately, the error occurs on the payment system’s side, which we cannot influence.

Best regards,

Playfina Casino

Dear Stevek25,

We are pleased to inform you that your withdrawal has been successfully processed via cryptocurrency, in accordance with your request. We kindly ask you to check your cryptocurrency wallet and promptly inform both the Casino Guru representatives and us once the funds have been credited to your account.

In addition, you will be provided with a screenshot as proof that the withdrawal was processed via crypto.

Should you have any concerns, please do not hesitate to contact us.

Best regards,

Playfina Casino

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

Dear stevek25,

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,

Peter