The player from Germany faced account closure due to claims of having multiple accounts, with her primary account holding approximately €29,000. She stated that there had been no indications of a duplicate account during registration and sought assistance in resolving the issue. The complaint was marked as resolved after communication between the player and the Complaints Team. The resolution details were not specified, but the player confirmed satisfaction with the outcome. The Complaints Team closed the case while inviting the player to reach out for future assistance if needed.
Playfina Casino - Player’s account has been closed due to alleged duplication.
Resolved
Our verdict
Case closed
Amount: €29,000
Playfina Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Hello..
I was contacted by Playfina stating that I have more than one account at the casino and that the duplicate account was closed; in this case, the casino account was deactivated, as it had a balance of approximately €29,000.
Only one personal account may be created, and since Playfina and Asino are the same casino, there were no indications of a duplicate account during registration, and Asino gave me no indication of a duplicate account. I contacted the support team, who were incredibly nice and helpful.
My profile at asino is fully verified.
Can you help me?
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
Dear steffi55,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playfina Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise whether the closed account was at Playfina Casino or at Asino ? When exactly did you create your first and when the second account? Can you please forward the communication between you and the casino to attila.g@casino.guru?
Looking forward to your answer.
Best regards,
Attila G.
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2 months ago
Dear Steffi55,
Thank you for sharing this situation with us and giving us the opportunity to clarify it.
After carefully reviewing your case, we would like to explain in detail what happened to avoid any further misunderstandings.
Our records confirm that one duplicate account was created on the Playfina platform. According to our rules, only one account per player is allowed at one casino. As a result, the duplicate Playfina account was closed on December 30, 2025 at 09:31 AM, which you have been notified about. We also note that you confirmed that this duplication was unintentional, which we fully understand.
At the same time, we would like to clarify that:
You currently have one active account on Playfina
You also have one active account on Asino
These are separate casino platforms and the restrictions on duplicate accounts do not apply to different casinos.
Your Asino account was previously temporarily unavailable due to internal audits. These audits have now been completed and your Asino account has been fully reactivated. This temporary restriction did not apply to the duplicate Playfina account.
We would like to assure you that your funds are safe, remain fully available on your active accounts and have not been affected by the closure of the duplicate account. You can continue to use them for gaming or withdrawals.
If you have any further questions or would like us to discuss any part of this matter with you in more detail, our support team is always available via live chat or email support@playfina.com.
Best regards,
Playfina Casino
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2 months ago
Dear steffi55,
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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear steffi55,
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,
Attila
