The player from Germany experiences issues with his casino account after requesting a €500 withdrawal, which was suddenly rejected due to a supposed technical issue. Following further attempts to withdraw and reduced balance, his account gets deactivated without explanation, and he seeks assistance from support and his VIP manager, but receives no response.
Playfina Casino - Player's account has been closed unexpectedly.
Resolved
Our verdict
Case closed
Amount: €80
Playfina Casino
Safety Index 8.2 HighCase summary
Discussion
Public
Public
23 hours ago
Translation
Hello, I have been playing at the above-mentioned casino for years and have never had any problems until yesterday, when it started.
On Saturday, November 7th, 2026, I requested a withdrawal of €500. Normally, all withdrawals are processed promptly within 24 hours. On Monday morning, I contacted support to inquire about the status. They said they would forward it to the finance department. Less than 10 minutes later, I received a message stating that the withdrawal could not be approved. I then contacted support again to ask what the problem was. They replied that there was a technical issue. Okay. So I continued playing with the remaining amount until I had reduced it to €400.
Then I wanted to withdraw €300 again, and after 10 minutes the withdrawal was rejected again. I was frustrated and annoyed, so I continued playing, and with about €80 left in my balance, the casino logged me out mid-game.
I tried to log in again, but then I got a message saying my account was deactivated. Furious, I contacted my VIP manager to explain that I was now suspicious and wouldn't hesitate to consult a lawyer. The account has been verified for years, and I can't see any reason why it was deactivated. I'm asking for help; I haven't received a response from either my VIP manager or support since yesterday. As I mentioned, the account still has a balance of approximately €70-80.
Automatic translation:
Public
Public
20 minutes 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.
Public
Public
20 minutes 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.
- What games did you play to accumulate your current balance at 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 issue or any other supporting evidence? 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
Public
Public
19 minutes ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Alf029,
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,
Tomas
