The player from Germany faced account deactivation after a significant win of €4500, despite being fully verified and having a history of successful withdrawals. He received vague explanations from support regarding an internal update or internet check, which caused him unease. The casino clarified that the account had been temporarily closed as part of standard internal procedures and confirmed that a withdrawal of €2,000 had been approved and processed. However, due to the player's lack of response to follow-up inquiries from the Complaints Team, the investigation could not proceed, leading to the rejection of the complaint.
Playfina Casino - Player's account is deactivated after winnings.
Amount: €5,300
Playfina Casino
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9.0
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hi, I had a lot of luck last night. I had €1200 and €800 for withdrawal in my account. I played without a bonus! I still had €500 in credit and that brought me to €4500. I was suddenly deactivated for some bonus buys in La Bandit since 10pm yesterday evening. The support kept telling me that it was an internal update or internet check. There is just no exact time limit and that is starting to make me very unsettled because I am fully verified and have never had any problems withdrawing money, everything went great. Now when I win big I am deactivated and that is making me very uneasy. I have screenshots of all withdrawals and credit and emails from the withdrawals. I hope someone can help me
Automatic translation:
Public
Public
1 month ago
Hello Debiann,
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?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 month ago
Translation
Dear Debiann,
Thank you for contacting us! We have examined your situation thoroughly and would like to give you a detailed answer to clear up any misunderstandings.
First of all, we would like to stress that our casino is fully licensed and strictly adheres to the established Terms and Conditions. Your account was temporarily closed at the end of the month as part of standard internal procedures, but not due to any problem or violation on your part. Our specialists have also informed you of this.
Furthermore, your withdrawal of €2,000 was successfully approved by us and sent on March 3, 2025 at 06:45 UTC. Please note that according to the WITHDRAWAL POLICY section of our T&Cs:
"All withdrawals via bank transfer are generally processed within three to seven (3-7) banking days."
Please inform both Casino Guru representatives and us once the funds have been credited to your account.
If you have any further questions, we will be happy to help you.
Best regards,
Playfina Casino
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