The player from Germany had his account locked after he attempted to withdraw 628€, which he had won after meeting the wager requirements of a welcome bonus. After the casino had requested additional documents, including a PDF of a bank statement and source of funds documentation, there had been a delay in the withdrawal process. However, following prolonged discussions with the casino, the player confirmed that he had received his winnings. We had therefore marked the complaint as 'resolved'.
Playfina Casino - Player's account locked after successful bonus wagering.
Amount: €628
Playfina Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
I was playing at the casino with the welcome bonus. After meeting the wager requirements, my balance was displayed as real money. Consequently, I uploaded all the necessary verification documents to my profile. However, when I tried to log in again, my account was simply locked. As a result, I currently have €628 in my account which I am unable to access.
Automatic translation:
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8 months ago
Dear Aboveaverage1204,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playfina Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise when exactly was your account blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
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,
Tomas
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8 months ago
Translation
Hello Tomas,
I wanted to log in again today, September 14th, 2023, and see if my documents for verification are complete. I discovered that my account had been blocked.
I played slots in the casino with the credit.
Best regards
Udo
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7 months ago
Have you contacted casino support regarding the issue? Have you received any response?
If there is any communication between you and the casino regarding the issue please forward it to my email at tomas@casino.guru
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7 months ago
Translation
Hello Tomas, I will now forward all emails to you. The casino is just stalling me.
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7 months ago
Thanks for your patience.
From the communication you sent me, after the casino asked you to send them a selfie it seems you were asked to submit additional documents, including a PDF of a bank statement, and source of funds documentation.
Could you please advise if you sent these documents to the casino?
I'll await your reply.
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7 months ago
Translation
Hall Tomas, complaint can be closed. Playfina paid the money after eternal discussions
Automatic translation:
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7 months ago
Dear Aboveaverage1204,
I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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