Playfina Casino - Player’s account has been closed, and withdrawal remains pending.

I recently have opened an account with Playfina. I lost quite a bit of money at the start but then I hit a large jackpot on a slot. 20K plus. I was not playing with bonus money and it was a nice surprise. A few days later, and the balance slightly less I put through the various verification documents and withdrew according to the daily limit. It has now 5 days, and it’s still pending, with chat telling me to be patient (24 hour policy) and to make matters worse I went to log on to my account this morning and it says player profile suspended. Literally can’t log in at all. I contacted support and they just said it’s technical and we are working on it.

i feel I have been completely scammed here as I still have a large amount of money in my account and it’s incredibly unfair and concerning. Please help me as I don’t know what else to do

Dear Squid1616,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're experiencing with your withdrawal and account suspension.

First of all, congratulations on your big jackpot win! That’s an incredible achievement. I completely understand your frustration, especially when dealing with delays and account access issues after such a great win.

To help clarify the situation and assist you better, I have a few questions:

• Could you confirm if you have successfully completed your KYC verification? Sometimes pending withdrawals can be delayed due to verification issues.
• You mentioned that the chat support advised you to be patient and referred to a 24-hour policy—did they give you any further details regarding why your withdrawal is still pending after 5 days?
• Could you also share any further details you have on your account suspension? Have they provided you with any reason or timeline for resolving this issue?
• Were you informed that your account was suspended due to a routine review after a large jackpot win? Casinos typically perform a detailed check on game history after significant wins, which can cause delays but is not unusual.

Your cooperation is important for us to proceed with your case and help resolve this issue. Without your input, we won’t be able to move forward effectively, so I kindly ask you to provide the requested details as soon as possible.

You can also forward any relevant communication or documents to me at petronela.k@casino.guru to help us assist you further.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hi Petronela

Thank you for your fast reply. It's a wonderful service you provide. I really have this feeling that playfina is just delaying all my withdrawal requests on purpose to try and see if I will just gamble the balance away. The way I have been treated is mind blowing particularly after I have followed everything, they have told me.

My replies to your questions are below

Could you confirm if you have successfully completed your KYC verification? Sometimes pending withdrawals can be delayed due to verification issues.

Yes, this has been confirmed several times, and I have chat transcripts proving there is no further verification required.

You mentioned that the chat support advised you to be patient and referred to a 24-hour policy—did they give you any further details regarding why your withdrawal is still pending after 5 days?

Just saying they are processing the request. I woke up this morning to see all my pending withdrawal requests were cancelled. No reason given.

Could you also share any further details you have on your account suspension? Have they provided you with any reason or timeline for resolving this issue?

So, here's where it gets crazy. I tried to log in again today and it worked. My balance seemed high but then realized they had cancelled all my withdrawal requests. When I spoke to chat, they said it was a technical issue, and it was now resolved. I asked about the withdrawal cancelations and again was told it was a technical issue, and it try withdrawing again!

Were you informed that your account was suspended due to a routine review after a large jackpot win? Casinos typically perform a detailed check on game history after significant wins, which can cause delays but is not unusual.

Not told anything. Have not been given any indication of what was going on aside from internal checks when I contacted support. I was not emailed or told anything prior to this.

Dear Squid1616,

We are truly sorry to hear about the difficulties you encountered with your withdrawal. We would like to provide a detailed explanation to clarify the situation and resolve any misunderstandings.

First and foremost, we want to emphasize that our casino is licensed and strictly complies with the established Terms & Conditions. As a licensed casino, we are committed to ensuring a safe and secure gaming environment for all our players. We’d like to draw your attention to the WITHDRAWAL POLICY section of our T&C, which states:

"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."

Security is of utmost importance to us, especially when it comes to large winnings. Our dedicated teams conduct internal checks to verify that the account owner is indeed the recipient and to ensure there are no breaches or irregularities.

Now, your account is fully active, and there are no barriers preventing you from making withdrawals. We’d like to highlight that the withdrawals you have requested, in line with the limits outlined in our casino’s T&C, have been approved. You may continue to submit withdrawal requests in accordance with the established limits. As a reminder, the WITHDRAWAL POLICY states:

"The maximum withdrawal amount processed to a player is 2000 € per day /5000 € per week /20,000 € per month, unless otherwise specified in the Terms & Conditions of a specific promotion."

We hope our response has addressed any concerns you may have had. If you have further questions or need additional assistance, we are more than happy to help.

Kind regards,

Playfina Casino

Hi Squid1616,

Thank you very much for your detailed responses and for providing the necessary information.

Based on the casino's response, it seems that they have conducted a review of your account and clarified that no barriers are preventing you from making withdrawals at this time. However, they’ve also mentioned a daily, weekly, and monthly withdrawal limit that may apply to your requests.

To proceed, I suggest that you follow the casino's instructions and attempt to withdraw in smaller increments according to their specified limits. If you encounter any further issues or delays, please keep me informed, and I will continue to assist you in resolving this.

Thank you in advance for your reply.

Dear Squid1616,

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 Squid1616,

As I mentioned earlier, based on the casino's response, it seems that they have conducted a review of your account and clarified that no barriers are preventing you from making withdrawals at this time. However, they’ve also mentioned a daily, weekly, and monthly withdrawal limit that may apply to your requests.

To proceed, I suggest that you follow the casino's instructions and attempt to withdraw in smaller increments according to their specified limits. If you encounter any further issues or delays, please keep me informed, and I will continue to assist you in resolving this.

However, as we have not received any further response from you, we regret to inform you that we must reject this particular case for now. Without additional communication, we are unable to proceed with any further investigation or provide solutions to address the issue.

That being said, you retain the option to reopen this complaint at any time in the future should you decide to do so. We remain open and ready to assist with resolving the matter whenever you choose to resume communication.

Thank you again for your understanding.

Best regards,

Petronela

Casino.Guru