Playfina Casino - プレイヤーのアカウントは閉鎖されました。

I've been playing at this casino for a while now. After a nerve-wracking account verification process, I won €1100 a few weeks later. A few hours after requesting a withdrawal, I suddenly couldn't log in anymore: "Your account has been deactivated." When I contacted support, I was told that internal audits were underway and that supposedly every player is currently affected. I wasn't given when my account would be reactivated. Multiple attempts to contact them confirmed that I received the same pre-written responses each time. I request an explanation and, above all, a payout of my money!

Spiele schon länger in diesem Casino. Nach bereits nervenaufreibender Verifikation meines Kontos, habe ich einige Wochen später 1100€ gewonnen. Einige Stunden nach Auszahlungsantrag kann ich mich plötzlich nicht mehr einloggen: ,,Ihr Konto wurde deaktiviert". Bei Konktaktaufnahme mit dem Support wird mir gesagt, dass interne Prüfungen stattfinden würden und angeblich jeder Spieler davon aktuell betroffen ist. Wann mein Konto wieder aktiviert wird, wird mir nicht gesagt. Mehrmalige Kontaktaufnahmen bestätigen, dass jedes mal die selben, vorgefertigten ,,Antworten" verschickt werden. Ich bitte um Erklärung und vorallem um Auszahlung meines Geldes!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Could you please advise how long you were a player at the casino and when exactly your account was 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, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the blocking of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear frozencamel1,

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