The player from Germany could not access his account at 'Playfina' and was informed that he was banned, despite having verified his phone number and submitted the necessary documents. He had €8,925 of his winnings in the account and sought assistance in withdrawing these funds. The account was permanently closed by the casino administration, but the player was instructed to provide Proof of ID to proceed with withdrawals, which were subject to daily and weekly limits. The casino processed the refund in multiple installments totaling €8,925.80, and the player confirmed receipt of all payments. The complaint was resolved after full payment was confirmed.
Playfina Casino - Player’s account has been closed.
Resolved
Our verdict
Case closed
Amount: €8,925
Playfina Casino
Safety Index 8.6 HighCase summary
Discussion
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3 months ago
Translation
Ladies and Gentlemen
I ask for your help.
On March 28, 2026, I played a third deposit bonus (60% up to 500 euros) at the "Playfina" casino.
I won with my real money (600 euros deposited) and then immediately used it for betting.
On March 29, 2026, I successfully verified my phone number and email address in the live chat.
I uploaded my documents (passport, proof of address and my Mifinity account with the deposit) to the system at "Playfina".
Today, March 31, 2026, I wanted to log in to check if everything is verified.
Unfortunately, I can no longer log in. (I receive the message: "Your account has been deactivated.")
I contacted them via live chat, where they told me I had been banned.
Since I have 8,925 euros of "real money" in my account, I would like to have it paid out.
That won't work if I can't log in.
Since I consider this to be fraud, I hope you can help me here.
Thanks for your help
Warm regards
Kavaloa
Automatic translation:
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Do I understand correctly that you haven't received any confirmation regarding successful verification?
- When exactly did you create your casino account, please?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
TranslationHello Kristina,
1) Could you please tell me which games you focused on – slots, live casino, sports betting, etc.?
Answer:
I played "Casino Slots".
- I played the game "LimboXY" with real money and won.
- I implemented this using the game "Jimi Hendrix"
2) Did I understand correctly that you did not receive confirmation of successful verification?
Answer:
After I uploaded the necessary documents, I received an email on March 31st stating that my uploaded "passport" was not accepted because it was uploaded as a "PDF".
I then sent my passport as a "JPG" file to support via email (because I was blocked online).
The following were successfully verified: (email and phone number)
3) When exactly did you create your casino account?
Answer:
I created the account on March 27, 2026.
Warmest regards and thank you
Kavaloa
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2 months ago
Dear Kavaloa,
Thank you for contacting us. We have carefully reviewed your situation and would like to provide a detailed response to clarify any misunderstandings.
Your account has been closed by decision of the casino administration. This action is permanent and irreversible.
To proceed with the withdrawal of your funds, you need to provide Proof of ID. Previously, you uploaded a selfie with your ID to your profile, however, for a successful withdrawal, only the document itself (Proof of ID) is required. You can submit this information to our technical support specialists 24/7 via Live Chat or at support@playfina.com.
Once the document has been provided, the funds totaling €8,925.80 will be withdrawn in accordance with Clause 11.8 (Withdrawal Frequency Limits):
-Daily: €2,000
-Weekly (rolling 7-day): €5,000
We will remain in contact with you until the situation is fully resolved. If you have any further questions, we will be happy to assist you.
Kind regards,
Playfina Casino
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2 months ago
Hello everyone,
Thank you, Playfina Casino representative, for your assistance with this complaint and for the valuable advice provided on how to move forward.
To kavaloa, I sincerely hope that you receive your remaining balance shortly. Please ensure that you follow all of the casino's instructions and keep us updated on any responses or developments regarding your situation. Your cooperation is greatly appreciated as we work together on this matter.
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2 months ago
Dear Kristina,
We are pleased to inform you that the refund process has begun. The first refund of 2,000 EUR was processed on April 9, 2026, and the second refund of 2,000 EUR was processed on April 10, 2026. The remaining amount will also be refunded to the player in accordance with the established limits.
Dear Kavaloa,
Please keep both the Casino Guru representatives and us informed in a timely manner once you receive the funds. We will remain in contact with you until the situation is fully resolved and the remaining amount has been paid out. If you have any questions, we will be happy to assist.
Kind regards,
Playfina Casino
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2 months ago
TranslationDear Casino Playfina,
Hello Kristina,
I hereby inform you that two payments of €2,000 each have been received.
As soon as further payments are credited to my account, I will announce them here.
Warm regards
Kavaloa
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2 months ago
Dear Kavaloa,
Thank you for your update!
We are pleased to inform you that the refund process has been completed. The third refund of EUR 2,000 was processed on April 13, 2026, the fourth refund of EUR 2,000 was processed on April 14, 2026, and the fifth refund of EUR 925.80 was processed on April 15, 2026.
A total refund of €8,925.80 has been successfully processed on our side. Kindly inform both the Casino Guru representatives and us once you receive the funds.
Kind regards,
Playfina Casino
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2 months ago
TranslationHello Casino Playfina,
Hello Kristina,
I confirm that all payments have been received.
The case is closed.
Thank you so much, Kristina, for your help.
Best regards
Kavaloa
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2 months ago
Dear kavaloa,
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,
Kristina
Casino.Guru
