Playfina Casino - Player’s account has been disabled.

used this site for the first time last night and won $900 after depositing $250. Logged out and thought I’d login today to withdraw. All of a sudden I got a messaged "player profile disabled". I contacted support for playfina and they said they had some technical issues and I should try again later, no eta on when it will fix. However, I noticed my friends logged in fine. So I contacted support again, now they said that I shouldn’t worry and it will be opened soon. They won’t tell me when or why it was disabled in the first place. Very concerning especially now that I can see other people have experienced the same ordeal. I’m asking support to escalate this now and I don’t know what else to do.

Dear shibzc,

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 in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Is your account still disabled?
• Could you please share a screenshot of the error you received and share any recent communication with the casino when you attempt to resolve the issue with them?
• Share screenshots here or send the information to my email at [email protected]

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Shibzc,

We’re sorry to hear about the inconvenience you faced with your account and appreciate your patience while the matter was resolved. Please note that our casino is licensed and takes the security of both our players and platform very seriously. According to the WITHDRAWAL POLICY section of our T&C: "The Casino reserves the right to check your identity prior to processing payouts and to hold any refund or withdrawals for the time needed to check your identity."

Additionally, the same section states:

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

As a result, during the withdrawal process, internal checks may be conducted at the discretion of the relevant departments to ensure that the account owner is the recipient of the funds and to rule out any potential violations.

It is also important to highlight that withdrawals must be made to the same payment method used for deposits. Since your deposit was made via a bank card and your initial withdrawal request was to a cryptocurrency wallet, those requests were canceled. Please note that your account is currently active, and on January 1st, you updated the withdrawal to a bank transfer, which has been approved on our end.

Please be reminded that, as stated in the WITHDRAWAL POLICY: "All Bank Transfer payouts are in principle processed within three to seven (3-7) banking days."

If you have not received your winnings within this timeframe, feel free to contact our support team at any time via Live Chat or email at [email protected]. We will promptly investigate and address any issues.

Once the funds have been credited to your account, we kindly ask you to notify both the representatives of Casino Guru and us in a timely manner.

Kind regards,

Playfina Casino

Thanks for the reply to Playfina Casino representative.

Dear shibzc,

Could you please provide an update regarding the issue?

Has the withdrawal reached your bank account yet? Please let me know.

Dear shibzc,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.