The player from Germany was unable to withdraw her winnings of €1100 after her account was deactivated following a withdrawal request. Despite having completed the verification process, she received the same generic responses from support regarding ongoing internal audits without a timeline for reactivation. The player failed to respond to multiple inquiries and reminders from the Complaints Team seeking additional information to investigate the issue. Consequently, the complaint was closed due to lack of cooperation, with the option to reopen it if the player chose to resume communication.
Playfina Casino - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €1,100
Playfina Casino
Safety Index 8.6 HighCase summary
Discussion
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3 months ago
Translation
I've been playing at this casino for a while now. After a nerve-wracking account verification process, I won €1100 a few weeks later. A few hours after requesting a withdrawal, I suddenly couldn't log in anymore: "Your account has been deactivated." When I contacted support, I was told that internal audits were underway and that supposedly every player is currently affected. I wasn't given when my account would be reactivated. Multiple attempts to contact them confirmed that I received the same pre-written responses each time. I request an explanation and, above all, a payout of my money!
Automatic translation:
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2 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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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playfina Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the blocking of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Dear frozencamel1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
