Playfina Casino - Аккаунт игрока был отключен.

Hi,

I have played with this casino for a while and never had any issues before.

I withdrew $2900 and had $900 left in my account. I woke up and logged in this morning and my account has been disabled.

I have contacted support and they are saying they are doing internal reviews and for me to wait and my funds will be safe. I want to make sure this is legit as that a lot of money to lose if not.

my account is fully verified.

they’ve said it can take up to 10 hours to fix the issue.

if it’s not fixed, what can I do to resolve this?

Hello,

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.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Has the casino maintained its position that the blocking of your account is only temporary?
• Have you learned any news regarding the status of your payout?

Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello!

they reactivated my account, but I did not realise they had cancelled my bonus! I have asked for my money back as I thought it was a bonus in my account for the inconvenience. Usually my withdrawal would have been in my bank 2 days ago, but because of them disabling and then cancelling my bonus and not telling me, it’s now gone. I have contacted support they say they want to help sort it out for me but they don’t have the option to refund me my money. So they credited $30 as a bonus to my account, but I’ve still lost $2900 that’s a lot of money and I want it back.

I will be contacting everywhere until this gets resolved

I’ve been looking into more ways to find help to get a refund and want to ask about the curaçao licensing, if one casino -(woo casino) and this casino (Playfina) are under the same license and I have self banned from one a while ago (woo casino) due to gambling problems, am I actually entitled to a refund of all my deposits into Playfina casino? That is what I’m reading and seeing is able to be done, given they share a license.

if you could please let me know that would be great as I’m very interested in taking this further.

in the first response, I meant cancelled my WITHDRAWAL not my bonus

Dear ****,

Thank you for reaching out. We have thoroughly reviewed your situation and would like to provide a full response to clear up any misunderstandings.

According to our system, you have made six recent withdrawal attempts:

• On 2025-07-30 at 21:37:53 UTC, you submitted a withdrawal request for 1,100 AUD, which you recalled yourself at 21:54:28 UTC.
• On 2025-07-30 at 21:55:43 UTC, you submitted another request for 3,000 AUD, which was canceled on our side at 22:24:14 UTC because card verification was required.
• On 2025-07-30 at 22:28:28 UTC, a third request was submitted for 3,500 AUD, which was also declined on our side at 22:30:39 UTC due to exceeding the daily withdrawal limit of 2,900 AUD.
• On 2025-07-30 at 22:31:45 UTC, a fourth withdrawal request was made for 2,900 AUD, which was declined on 2025-07-31 at 18:30:28 UTC due to a provider-side error.
• On 2025-08-01 at 07:34:24 UTC, you submitted a fifth request for 2,900 AUD, which you recalled yourself at 21:09:56 UTC.
• On 2025-08-01 at 21:11:06 UTC, a sixth request for 2,100 AUD was submitted and also recalled by you at 21:32:43 UTC.

Regarding the temporary closure of your account: internal security checks are conducted at the end of each month to ensure the safety of all parties involved. Your account, along with those of many other players, was temporarily closed for these checks. During the period from July 31 to August 1, while your account was closed, no bonuses were removed by us.

The only bonus that was canceled recently was issued after your account was reopened, on 2025-08-02 at 20:47:53 UTC, and it was canceled by you on 2025-08-03 at 20:21:06 UTC.

As for the 2,900 AUD, this was not a bonus, but a deposit that was canceled and returned to your balance. You subsequently used this amount for gameplay.

If you have any further questions, we will be happy to assist you.

Please remember that we are always here for you — you can reach us 24/7 via Live Chat or at [email protected]. We're always glad to help.

Best regards,

Playfina Casino

Thanks to both parties for your responses and clarifications.

Dear player,

Please note that GCB - licensed casinos aren't obligated to extend self-exclusion due to gambling problems to associated brands.

Could you please explain whether you informed the casino about suffering from gambling problems recently or in the past?

Is your account currently accessible, or has it been closed?

Have you requested a self-exclusion or have you taken advantage of any of the responsible gambling tools the casino offers during your time playing?

If your account is currently accessible, I would recommend a new self-exclusion request and include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Playfina Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Dear Tomas,

Thank you for your assistance in resolving this matter! We would like to note that as of now, the player’s profile is closed. However, prior to this complaint, the player had not mentioned any gambling-related problems in correspondence with our support team. The player primarily contacted us about bonuses, asked questions about withdrawals, and, towards the end, sought clarification on why their account had been closed.

The player did not request self-exclusion and never contacted us concerning the use of responsible gambling tools.

If there are any questions or further information needed from our side, we will be glad to assist in resolving this matter.

Best regards,

Playfina Casino

Dear KT29,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru