A player from Germany expressed dissatisfaction after their account was abruptly closed when they were winning. The closure occurred without explanation and the casino has not refunded the deposit or provided the winnings. The player has contacted customer support but no resolution was proposed. The complaint was closed as the player stopped responding.
Playfina Casino - Player's Account closed during winning game.
Amount: €1,200
Playfina Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Regarding this supposedly reputable casino, I cannot understand the positive reviews. Something happened to me that has never happened before in all of my casino experiences over the past 15 years.
I registered with the casino and deposited 30 euros, which I lost. Then I deposited another 40 euros and played Book of Fallen, with a 1 euro bet. I chose the dogs, and on the second spin, 4 dogs came up; on the fourth spin, 5 dogs came up - the maximum win. Now the drama starts - just as I was winning, the casino kicked me out. I tried to re-login, but it stated that my account was deleted. I thought it was a prank. I tried to contact customer support but it didn't work on my phone.
I sent them an email and received a response saying that my account had been deleted, decided by the highest level of their management. No explanation, just that. I was left wondering: what kind of scam is this? I sent another email but got no reply. I logged in on my PC where the chat function worked, confronted them with this apparent fraud, and got the same response - no apparent reason, just that it was decided from above that my account won't be restored. What kind of reason is that? There isn't one. No further response to my questions or accusations of it being a scam and wanting my deposited money back.
According to them, they effectively stole my money because I won, not lost. They ignored my demand for the return of my winnings and my deposited money. They just plainly defrauded me. When I mentioned this to their chat support, they assured me that customer service would contact me concerning my deposited money, but no one did. This is an incident that I have never experienced before. What am I supposed to do now? The only option I see is to report this and engage a lawyer. I can't comprehend how such a scam casino can receive such good reviews from you guys.
How can it be that one is blocked without any given reason, especially when you're winning as a new customer? My account was deleted in the middle of free spins and I didn't even receive the money I had deposited, let alone my winnings. The casino offered no rationale as to why I was barred, but surely because I won. I'll report this to the police and get my lawyer involved, who will request access to the logbooks to check what I won. Trust me, stay away from this casino. I've never seen such blatant, outrageous online casino fraud in my 15 years of experience. Imagine depositing 2000 euros, then win 10000 euros, and then get banned because you won. What would you do? That's just outrageous.
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9 months ago
Dear Anne,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing as I have explained to you a while ago in your previously submitted complaint (here). Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Nick
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9 months ago
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What do you mean?
I have photos from the emails
and the chat what else should I have as proof only a lawyer can demand insight into the games played to see what was won and when and how
it's not about losing i was completely cheated here in the middle of the game where i win my account is closed without any justification or statement i was obviously completely cheated here once about the money I paid in and then about the winnings this is about yes it's not possible that a casino can rule like that and ban people who win we live in a constitutional state so the whole casino concept doesn't make sense then i'll open a casino and let people deposit their money and as soon as they win i'll ban them gone and stole her money and no one can do anything so what kind of statement is that please and i contacted a lawyer today
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9 months ago
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And what does the tab we are waiting for your answer mean do you mean the casino or me in this regard?
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9 months ago
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He doesn't upload the other screenshots from the chat here, but in the end the answer is the same and they contact me about the refund of the money I paid in. No answer why I was blocked because there is no reason and no response anymore I just became complete deducted this is unbelievable fraud and I don't even get my paid money back something like that shouldn't exist and people like that belong in prison
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9 months ago
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and when i try to get in touch with the live chat and my concern signs they always throw me out what kind of evidence do you still need
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9 months ago
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So why do I not get any reply here the casino cheated me ripped off and blocked my account without any reason I can send you the whole email transfer you have promised me the whole time to pay back my winnings and my deposit until today they didn't do anything about it, they just stalled and until today there was no justification for why they blocked me, so what should I do, file a complaint if you don't even get help here if you were cheated like that, so what's the point that would at least have more for me here help expected incredible
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9 months ago
Dear Anne,
The tab that you are waiting for casino.guru to reply indicates who should be the next to answer on the complaint and the timer indicates the time frame remaining to answer to the complaint.
Can you please clarify how much was your balance when your account got blocked? Did you try to contact them through e-mail support to ask them for the reason of blocking your account (usually the live chat can't give you out such information).
Also please forward any additional proof or communication between you and the casino to nikolas.b@casino.guru.
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