The player from Germany cannot access his account at 'Playfina' and has been informed that he is banned, despite verifying his phone number and submitting the necessary documents. He has €8,925 of his winnings in the account and seeks assistance in withdrawing these funds.
Playfina Casino - Player’s account has been closed.
Opened
Current status
Waiting for player to reply
5d 20h 1m 41s
Playfina Casino
Safety Index:HighCase summary
Discussion
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1 week 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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1 week 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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1 week 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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1 week 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
Automatic translation:
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6 days 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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yesterday
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.
