Playfina Casino - Учетная запись игрока закрыта.

Ladies and Gentlemen

I ask for your help.

On March 28, 2026, I played a third deposit bonus (60% up to 500 euros) at the "Playfina" casino.

I won with my real money (600 euros deposited) and then immediately used it for betting.

On March 29, 2026, I successfully verified my phone number and email address in the live chat.

I uploaded my documents (passport, proof of address and my Mifinity account with the deposit) to the system at "Playfina".

Today, March 31, 2026, I wanted to log in to check if everything is verified.

Unfortunately, I can no longer log in. (I receive the message: "Your account has been deactivated.")

I contacted them via live chat, where they told me I had been banned.

Since I have 8,925 euros of "real money" in my account, I would like to have it paid out.

That won't work if I can't log in.

Since I consider this to be fraud, I hope you can help me here.

Thanks for your help

Warm regards

Kavaloa

Sehr geehrte Damen und Herren,

ich bitte Sie um Ihre Hilfe.

Ich habe am 28.03.2026 im Casino "Playfina" einen dritten Einzahlungsbonus (60% bis 500 Euro) gespielt.

Mit meinem Echtgeld (600 Euro eingezahlt) habe ich gewonnen und diesen dann sofort umgesetzt.

Am 29.03.2026 habe ich meine Telefonnummer und meine email im Livechat erfolgreich verifiziert.

Meinen (Pass, Adressnachweis und mein Mifinity Konto mit der Einzahlung) habe ich im System bei "Playfina" hochgeladen.

Heute am 31.03.2026 wollte ich mich einloggen um zu schauen, ob alles verifiziert ist.

Leider kann ich mich auf einmal nicht mehr einloggen. (mit dem Hinweis: "Ihr Konto wurde deaktiviert.")

Ich habe mich im Livechat gemeldet, hier sagte man mir, das ich gesperrt wurde.

Da ich 8.925 Euro "Echtgeld" auf dem Konto habe, möchte ich mir diesen auszahlen lassen.

Das geht aber nicht, wenn ich mich nicht einloggen kann.

Da ich das als Betrug empfinde, hoffe ich, das Sie mir hier weiterhelfen.

Danke für Ihre Hilfe

Herzliche Grüße

Kavaloa

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you haven't received any confirmation regarding successful verification?
• When exactly did you create your casino account, please?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

1) Could you please tell me which games you focused on – slots, live casino, sports betting, etc.?

Answer:

I played "Casino Slots".

• I played the game "LimboXY" with real money and won.
• I implemented this using the game "Jimi Hendrix"

2) Did I understand correctly that you did not receive confirmation of successful verification?

Answer:

After I uploaded the necessary documents, I received an email on March 31st stating that my uploaded "passport" was not accepted because it was uploaded as a "PDF".

I then sent my passport as a "JPG" file to support via email (because I was blocked online).

The following were successfully verified: (email and phone number)

3) When exactly did you create your casino account?

Answer:

I created the account on March 27, 2026.

Warmest regards and thank you

Kavaloa

Hallo Kristina,

1)Könnten Sie mir bitte sagen, auf welche Spiele Sie sich konzentriert haben – Spielautomaten, Live-Casino, Sportwetten usw.?

Antwort:

Ich habe mit "Casino Slots" gespielt.

• Ich habe mit Echtgeld das Spiel "LimboXY" gespielt und gewonnen.
• Umgesetzt habe ich mit dem Spiel "Jimi Hendrix"

2) Habe ich das richtig verstanden, dass Sie keine Bestätigung über eine erfolgreiche Verifizierung erhalten haben?

Antwort:

Nach dem ich die nötigen Unterlagen hochgeladen habe, hatte ich am 31.03. eine Email bekommen, das mein hochgeladener "Pass" nicht akzeptiert wird, weil er als "PDF" hochgeladen wurde.

Darauf habe ich per Email (weil ich ja online gesperrt war) meinen Pass als "JPG" dem Support gesendet.

Erfolgreich verifiziert waren: (Email und Telefonnummer)

3) Wann genau haben Sie Ihr Casino-Konto erstellt?

Antwort:

Das Konto habe ich am 27.03.2026 erstellt.

Herzliche Grüße und Dankeschön

Kavaloa

Dear Kavaloa,

Thank you for contacting us. We have carefully reviewed your situation and would like to provide a detailed response to clarify any misunderstandings.

Your account has been closed by decision of the casino administration. This action is permanent and irreversible.

To proceed with the withdrawal of your funds, you need to provide Proof of ID. Previously, you uploaded a selfie with your ID to your profile, however, for a successful withdrawal, only the document itself (Proof of ID) is required. You can submit this information to our technical support specialists 24/7 via Live Chat or at [email protected].

Once the document has been provided, the funds totaling €8,925.80 will be withdrawn in accordance with Clause 11.8 (Withdrawal Frequency Limits):

-Daily: €2,000

-Weekly (rolling 7-day): €5,000

We will remain in contact with you until the situation is fully resolved. If you have any further questions, we will be happy to assist you.

Kind regards,

Playfina Casino

Hello everyone,

Thank you, Playfina Casino representative, for your assistance with this complaint and for the valuable advice provided on how to move forward.

To kavaloa, I sincerely hope that you receive your remaining balance shortly. Please ensure that you follow all of the casino's instructions and keep us updated on any responses or developments regarding your situation. Your cooperation is greatly appreciated as we work together on this matter.

Dear Kristina,

We are pleased to inform you that the refund process has begun. The first refund of 2,000 EUR was processed on April 9, 2026, and the second refund of 2,000 EUR was processed on April 10, 2026. The remaining amount will also be refunded to the player in accordance with the established limits.

Dear Kavaloa,

Please keep both the Casino Guru representatives and us informed in a timely manner once you receive the funds. We will remain in contact with you until the situation is fully resolved and the remaining amount has been paid out. If you have any questions, we will be happy to assist.

Kind regards,

Playfina Casino

Dear Casino Playfina,

Hello Kristina,

I hereby inform you that two payments of €2,000 each have been received.

As soon as further payments are credited to my account, I will announce them here.

Warm regards

Kavaloa

Sehr geehrtes Casino Playfina,

Hallo Kristina,

hiermit teile ich mit, das 2x 2.000 Euro eingegangen sind.

Sobald weitere Auszahlungen auf mein Konto eingehen, werde ich dies hier mitteilen.

Herzliche Grüße

Kavaloa

Dear Kavaloa,

Thank you for your update!

We are pleased to inform you that the refund process has been completed. The third refund of EUR 2,000 was processed on April 13, 2026, the fourth refund of EUR 2,000 was processed on April 14, 2026, and the fifth refund of EUR 925.80 was processed on April 15, 2026.

A total refund of €8,925.80 has been successfully processed on our side. Kindly inform both the Casino Guru representatives and us once you receive the funds.

Kind regards,

Playfina Casino

Hello Casino Playfina,

Hello Kristina,

I confirm that all payments have been received.

The case is closed.

Thank you so much, Kristina, for your help.

Best regards

Kavaloa

Hallo Casino Playfina,

hallo Kristina,

ich bestätige, das alle Zahlungen eingegangen sind.

Der Fall ist abgeschlossen.

Herzlichen Dank Kristina für die Hilfe.

Mit freundlichen Grüßen

Kavaloa

Dear kavaloa,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru