Playfina Casino - Player's account has been closed without reason.

Guten Abend

ich habe insgesamt 38000 gewonnen zwei Auszahlung angefordert jeweils 4000€ weil 1 mal am Tag höchsten 4000€ auszahlbar ist. Habe alle Dokumente einzahlungsnachweise wie angefordert gesendet bzw hochgeladen. Kam auch kein Ablehnung. Wollte mich heute anmelden um zu gucken ob sich da was getan hat aber jetzt ist ohne Grund auf einmal deaktiviert. Ich denke die wollen mir das Geld nicht auszahlen.

mfg

Dear hosseinmardinursen17,

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.

• Have you contacted casino support regarding the deactivation of your account? Have you received any reply?
• 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?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

guten Tag ich wollte mich einloggen da stand dann Konto ist deaktiviert.

ich habe zuletzt Book of Fallen gespielt und dort auch gewonnen.

ich habe kein Bonus in Anspruch genommen.

mfg Mardi

Dear Hosseinmardinursen17,

Thank you for reaching out! We have carefully reviewed your case and would like to provide a detailed response to clarify any misunderstandings.

First of all, we would like to note that our casino operates strictly within the framework of the established Terms & Conditions, which you agreed to upon registration.

According to the WITHDRAWAL POLICY section of our T&C:

"The maximum withdrawal amount processed to a player is €2,000 per day / €5,000 per week / €20,000 per month, unless otherwise specified in the Terms & Conditions of a specific promotion. Exceptions may be made to players with a higher VIP level, if any, at the Casino’s sole discretion. If you win more than €20,000, the Casino reserves the right to divide the payout into monthly instalments of maximum €20,000 until the full amount is paid out."

The withdrawal request of €4,000, submitted on 2025-06-27 at 19:29:06 UTC, was declined because you needed to verify the latest payment method used for your deposit. In addition, this request exceeded the permitted daily withdrawal limits. The second withdrawal request submitted on the same day at 19:51:26 UTC was also declined for the same reason.

The requests submitted on 2025-06-28 at 15:11:25 UTC and 2025-06-29 at 06:57:15 UTC, both for €4,000, were declined due to monthly internal checks, as well as exceeding the daily withdrawal limit. The request from 2025-07-01 at 22:55:21 UTC for €4,000 was similarly declined for exceeding the daily limit. The €2,000 request from 2025-07-02 at 05:19:08 UTC was declined because the number of simultaneous withdrawal requests is limited to one active transaction.

Please note that the €2,000 withdrawal request submitted on 2025-07-01 at 08:39:59 UTC was successfully processed and approved the same day at 13:33:51 UTC. Your second €2,000 request from 2025-07-01 at 08:39:59 UTC was also successfully processed and approved the following day, 2025-07-02 at 09:46:07 UTC. Additionally, the €2,000 request from 2025-07-02 at 10:25:13 UTC was successfully approved on 2025-07-03 at 05:56:07 UTC.

Please note that your latest withdrawal request of €2,000, submitted on 2025-07-03 at 07:26:17 UTC, was declined because the weekly limit for withdrawals is €5,000.

We would like to emphasize that your account is now fully verified, and there are no restrictions preventing you from withdrawing funds. You are welcome to continue submitting withdrawal requests within the set limits. The next withdrawal request will be available for you on July 8.

Regarding the temporary suspension of your account, it was closed at the end of the month as part of our standard internal review procedures. These monthly checks are conducted routinely for the majority of accounts to help ensure a secure and fair gaming environment for all users.

Additionally, please note that according to the WITHDRAWAL POLICY:

"Account and/or any actions in the account may be terminated until the account is fully verified."

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

Please inform both Casino Guru representatives and us once the total amount of €6,000 (approved requests from 2025-07-01, 2025-07-02, and 2025-07-03, each for €2,000) has been successfully received on your end.

Remember, we’re always here and ready to assist you 24/7 via live chat or at support@playfina.com.

Best regards,

Playfina Casino

Thanks to both parties for your reply and the detailed explanation.

Dear player,

Kindly let me know if there are any further obstacles to receiving your payout.

Looking forward to your reply.

If you believe the issue has been resolved, you can choose to close the complaint under 'resolved' status using the dedicated option on our website.

Dear hosseinmardinursen17,

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.

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