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!