The player from Australia complained about being locked out of his casino account after receiving a partial payment of winnings amounting to $18,000 from a $20,000 payout. He expressed frustration over not being able to access his account and play despite having invested a significant amount of points. The issue was resolved by confirming that the casino had the right to close accounts without providing a reason, as he had no remaining balance. Consequently, the complaint was rejected as the casino's decision was deemed final.
Playfina Casino - Player’s account remains closed.
Amount: A$100,000
Playfina Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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2 months ago
I recently complained about some winning $20000 u guys helped me I got just over 18000 I let the rest slide but now I’m still locked out of the acc I put a lot throu there would be big amounts of cp points also I can’t play because they won’t open it can u please help
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2 months ago
Dear troyj,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Playfina Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Why did they close your account? I will be waiting for your reply patiently.
Best regards,
Nick
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2 months ago
Dear Troyj,
The funds were transferred to you in full, and you confirmed their successful receipt in a previous complaint.
As for the closure of your account, it was blocked in accordance with the ANTI-FRAUD POLICY section of our T&Cs: "The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice."
Please note that this decision is final and cannot be reconsidered. If you have any further questions, we would be happy to assist you.
Best regards,
Playfina Casino
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1 month ago
Dear troyj,
As long as you had no balance on your casino account, they have the right to close your account without any reason given and nobody can force them to change their decision.
Is there anything else we could assist you with? If not, we will be closing the complaint.
