Playfina Casino - プレイヤーのアカウントは説明なしに閉鎖されます。

I made several deposits at the casino. I then won several thousand euros and subsequently verified my account. The verification was completed. However, when I tried to log in to make a withdrawal, I received the message "Player account deactivated!" I tried to contact my VIP manager via emails, but got no response. In the chat, nobody can say anything specific. I am always told that a department is reviewing it and to have some patience. 😡 How long is this supposed to take?

Habe im Casino mehrere Einzahlungen gemacht. Habe dann mehrere tausend Euro gewonnen und danach mein Konto verifiziert. Die Verifizierung wurde auch abgeschlossen. Als ich mich dann anmelden wollte um eine Auszahlung zu tätigen kam die Meldung Spielerkonto deaktiviert! Habe versucht über E-Mails meine vip Managerin zu kontaktieren Keine Antwort. Und im Chat kann keiner was konkretes sagen. Es heißt immer es wird von einer Abteilung überprüft haben sie noch etwas Geduld😡wie lang soll das gehen!!!

Dear Turiddu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When did you create your casino account and when was it closed?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.