Playfina Casino - Player's account has been closed and winnings are delayed.

I registered with playfina around a week ago and deposited 25aud and 30aud. Manage to win 5400aud and tried to withdraw. Pass all my verifications, withdrawal was pending for around a week and my account was disabled. I contacted live support and they told me that it was part of the verification process. I then got an email requesting me to resubmit my id with a selfie with it. After that I got another email today informing me that my account has been closed inorder to manually "refund my winning". I contacted live support again and asked if I will be receiving all my winnings but they keep dodging the question and just saying that I will be refunded my winning. I have already sent in my banking details. Just need to know if I am getting my winnings. I did not have any or used sign up bonuses, so I should be receiving my winning in full. Very frustrating contacting support and receiving very little information.

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?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Could you please forward the original emails you received from the casino (the ones you uploaded to us as screenshots) so that the sender and the recipient of the emails are identifiable? Send them to my email at [email protected]
• Have you contacted the casino's live chat and asked for assistance? With what result?

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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I have just reply to email and forwarded the emails

Dear Yoiyoi,

Thank you for reaching out to us! We have carefully reviewed your situation and would like to provide a comprehensive response to clear up any misunderstandings.

Regarding the closure of your account, we would like to note that it was closed by the administration’s decision in accordance with the ANTI-FRAUD POLICY in our T&C: "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."

This decision is final and cannot be appealed. You were also informed about this via our Live Chat support.

Regarding the refund, you will be refunded 5,400 AUD (your winnings) in accordance with our withdrawal limits. The daily withdrawal limit is 2,900 AUD, and the remaining amount (2,500 AUD) will be processed the following day. The refund has not been processed yet. We will notify you as soon as the refund is completed.

If you have any further questions, we will be happy to assist you.

Best regards,

Playfina Casino

Thank you for clarifying, as live support gave very vague answers to my questions. Another question I have when will the refund be processed?

Dear Yoiyoi,

We are pleased to inform you that the first part of the refund in the amount of 2,900 AUD was processed on 2025-08-18 at 13:03:50 UTC. Kindly notify both the Casino Guru representatives and us once the funds have been credited to your account.

We will also inform you when the second part of 2,500 AUD has been withdrawn.

If you have any further questions, we will be happy to assist.

Best regards,

Playfina Casino

Yes thank you I have received the first payment of 2900 aud.

Still currently waiting for the second payment of 2500 aud

Thanks to both parties for the reply and the explanation of the situation.

We will keep this complaint open until you confirm your refund/withdrawal has been successful. Please keep me informed about any further developments.

Dear Yoiyoi,

We are pleased to inform you that the second part of the refund in the amount of 2,500.12 AUD was processed on 2025-08-21 at 11:45:35 UTC. Kindly notify both the Casino Guru representatives and us in a timely manner once the funds have been credited to your account.

If you have any further questions, we will be happy to assist.

Best regards,

Playfina Casino

Thank you for your assistance, I can confirm that I have received the funds.

Dear Yoiyoi,

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,

Tomas

Casino.Guru