Playfina Casino - Player’s account is disabled after winning.

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.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• When was the last time you successfully accessed your account prior to the profile being disabled?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I was playing slots.

Yes I had verified my account before losing access to my account.

after my withdrawal I checked my account a few times during the day to see if it had been processed. I was able to log in without an issue.

as my account was still pending I checked it again in the morning the following day. That is when I realised my account was disabled.

Thankfully I have been able to log back in since late last night. However my withdrawal had been rejected. I reached out to support and they said it was rejected in relation to the internal checks they were doing and to submit my withdrawal again.

I am not sure why their internal system review (which I was advised was not in relation to my withdrawal - but rather looking at ways to improve their platform, would cause my withdrawal to be rejected.

i have submitted the withdrawal again last night. It is still pending.

Dear Greta0202,

Thank you for taking the time to share your experience.

We would like to clarify that your account has been temporarily restricted due to internal checks, as our support team has already explained in your previous conversations. During this time, you were informed that there was no reason to worry and that your balance would remain unchanged.

We can confirm that your account has since been reopened and all funds are safely available. Your withdrawal request has been temporarily declined while the internal checks were ongoing. At this point, your new withdrawal request is pending and is being processed according to standard procedures.

We understand that the wait can be frustrating and we appreciate your patience. Our support team remains available should you require further clarification or assistance.

Best regards,

Playfina Casino

Do I close this complaint even though I haven’t received the withdrawal?

yes I agree with your understanding of the situation.

thank you for your assistance in this matter. Much appreciated.

Hello everyone,

Thank you both for your replies.

Greta0202, I suggest that we keep this complaint open until you receive your withdrawal, just in case. Please keep me informed about any further developments.

Dear Greta0202,

Thank you for your reply and for your patience.

Could you please let us know whether the withdrawal has already been successfully completed, or if you are still experiencing any issues? This will help us better understand the current status of your case.

If everything has been resolved, you are welcome to close the complaint accordingly. Should you have any further questions or need assistance, our support team is available 24/7 and will be happy to help.

Thank you for your understanding, and we wish you all the best.

Playfina Casino

Dear Greta0202,

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.

Dear Kristina,

We would like to provide a final update regarding this complaint.

The player’s account is active and fully operational. On 01/02/2026 the player submitted a withdrawal request, which was successfully processed on 02/02/2026. The funds were received without issue.

Since then, the player has continued to use the account normally, including making deposits and playing without any restrictions.

As the initial concern (temporary account restriction and pending withdrawal) has been fully resolved and the funds have been paid, we consider this complaint successfully resolved.

In the absence of further response from the player, we kindly ask that the case be closed as resolved in our favour. We are ready to provide supporting screenshots if required.

Best regards,

Playfina Casino

Hello everyone,

Thank you, Playfina Casino Team, for updating us regularly. Based on the developments, it seems that the issue may already be resolved. However, since the complaint was submitted by the player, we believe it’s only right to mark it as resolved only after we receive their confirmation.

Without that confirmation, we’re closing the case as rejected for now.

If the player returns with an update or still needs assistance, they can reopen the complaint at any time — and we’ll be ready to help.

Best regards,

Kristina

Casino.Guru