The player from Germany reports that their account has been deactivated without explanation, and they have €1000 in winnings that they cannot access.
Playfina Casino - Player’s account has been closed without reason.
Amount: €1,000
Playfina Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
5d 9h 23m 45s
Case summary
yesterday
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2 weeks ago
Translation
My account was deactivated for no reason, and I have €1000 in winnings in it.
Automatic translation:
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2 weeks ago
Hello hosseinmardinursen17,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playfina Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 weeks ago
Translation
Hello Nick, you can mark it as solved, it is active again, I have discussed it with support. Now they are refusing to pay out the money, I am waiting for an answer, if this does not happen I will contact you again.
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1 week ago
Translation
They haven't answered me since yesterday. The documents have been submitted as they wanted. Everything is correct but they aren't responding. 😔
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1 week ago
Translation
Dear Hosseinmardinursen17,
Thank you for your patience and for providing the requested documents.
We have reviewed the situation and found that your account was temporarily disabled due to a technical issue, but was reactivated the next day. Regarding your withdrawal, you had to upload a photo of the card used to make the deposit, which is why withdrawals were declined on 10/31 and 11/1.
Later on November 1st, you successfully uploaded the required photo and the withdrawal of 999 EUR was approved and processed from our side. We apologize for any inconvenience and thank you for your understanding. Please inform both Casino Guru representatives and us when the funds arrive in your account.
Best regards,
Playfina Casino
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1 week ago
Hello Hosseinmardinursen17,
I’m pleased to hear that your account is active again. Please keep us informed once the payment arrives, and remember that it may take up to 14 days for the funds to be fully processed.
I look forward to your update.
Warm regards,
Nick
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yesterday
Dear hosseinmardinursen17,
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.
hosseinmardinursen17 has 5d 9h 23m 45s to reply
