The player from Germany had successfully deposited and verified his account but faced account deactivation when attempting to log in for a withdrawal. Despite having contacted the VIP manager and used chat support, he received vague responses about review processes without any resolution. The Complaints Team had extended the response time for further investigation; however, due to the player's lack of response to inquiries, the complaint was ultimately rejected.
Playfina Casino - Player's account is closed without explanation.
Amount: €50,000
Playfina Casino
Safety Index:HighSafety Index
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8.8
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
I made several deposits at the casino. I then won several thousand euros and subsequently verified my account. The verification was completed. However, when I tried to log in to make a withdrawal, I received the message "Player account deactivated!" I tried to contact my VIP manager via emails, but got no response. In the chat, nobody can say anything specific. I am always told that a department is reviewing it and to have some patience. 😡 How long is this supposed to take?
Automatic translation:
Public
Public
3 months ago
Dear Turiddu,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- When did you create your casino account and when was it closed?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
3 months ago
Translation
Dear Turiddu,
Thank you for bringing your concerns to our attention! We would like to inform you that your case has been carefully reviewed and we would like to clear up any misunderstandings that may have arisen.
First of all, we would like to emphasize that both your VIP Manager and our support team have provided you with the most up-to-date information regarding your questions.
Regarding the deactivation of your profile, it has been closed in accordance with the ANTI-FRAUD POLICY set out in our Terms and Conditions, which you agreed to when registering on our website:
"In the event of a chargeback to the account, the Casino reserves the right to: close the player's personal account and/or forfeit any winnings obtained as a result of such action or attempted such action."
Furthermore, the same directive states:
"The Casino reserves the right to close your Player Account at its sole discretion and without giving any reason or prior notice and to refund you the amount in your account balance less any applicable withdrawal fees."
Our team has received the documents you have submitted. You must now wait until they have been reviewed by the relevant department. Our team will inform you as soon as possible about inform about further developments.
If you have any further questions, we will be happy to help you.
Best regards,
Playfina Casino
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