Playfina Casino - Player's withdrawal is delayed and account is locked.

Hi, I have a pending withdrawal from 23 June. I have been asked to resend a selfie showing my elbow and a letter saying 'Hi Playfina' with the date. I submitted that on 1 July, they came back saying they need it again, so I took it again, then they came back saying they needed it without the letter, so I sent that, now they are saying they need it again with a new letter. I have submitted 4 different selfies and they are just giving me the run around. They have also temporarily locked my account, with no actual reason. This is getting out of hand.

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 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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• 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?
• Could you please share with me your communication with the casino regarding the issue and any other supporting evidence of the incident? 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

Hello,

I signed up on 22 June 2026, deposited $250 and claimed the welcome bonus. I met the wagering requirement and won $1392.50. I submitted my documentation on 23 June. I received an email on 24 June saying my account is verified. I then proceeded to verify my phone number, which I did. I was then asked to send a selfie with the date which I only managed to get to them on 1 July. Then on 5 July I went to check on the withdrawal and that is when I saw that my account was blocked. I played Caveman Bob which is a slot game.

I will forward the emails to your email address shortly, there are a few of them.

Thank you

Thanks for your reply and the information provided.

Has the casino specified any reason for blocking your account? Does the casino still ask you and allows you to submit any documents since your last post?

Share any more recent communication with me, if available, at tomas@casino.guru

Please let me know. Thanks in advance for your cooperation.

Hi,

Yes they have asked me for a different selfie again just a few minutes ago again. The point is I have sent so many and they are still asking for a different one or the same one but with a different issue. They are avoiding the payment. I still can't log into my account.

Dear SalmonCatcher55,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear SalmonCatcher55,

I sincerely empathize with your situation regarding your blocked account. Please rest assured that I will reach out to the casino to work towards a resolution as quickly as possible.

Additionally, I would like to invite a representative from Playfina Casino to join this conversation to help address the concern.

Dear Playfina Casino,

Could you kindly clarify the reason behind the player's account blockage? Additionally, if possible, could you provide any relevant evidence? You may include your statement and the associated evidence here or alternatively send it to my email address at jana.k@casino.guru. Thank you very much for your assistance in this matter.

Kind regards,

Jana

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.