Playfina Casino - Spillerens konto låst efter vellykket bonusindsats.

I was playing at the casino with the welcome bonus. After meeting the wager requirements, my balance was displayed as real money. Consequently, I uploaded all the necessary verification documents to my profile. However, when I tried to log in again, my account was simply locked. As a result, I currently have €628 in my account which I am unable to access.

Ich habe mit dem Willkommensbonus im Casino gespielt. Nachdem ich die Umsatzbedingungen erfüllt habe, wurde mir mein Guthaben als Echtgeld angezeigt. Ich habe demnach in meinem Profil alle Dokumente zur Verifzierung hochgeladen. Nachdem ich mich erneut einloggen wollte, wurde mein Account einfach gesperrt. Demnach sind dort noch 628€ auf meinem Konto die ich nicht bekomme.

Dear Aboveaverage1204,

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 when exactly was your account 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, multiplayer)

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,

Tomas

Hello Tomas,

I wanted to log in again today, September 14th, 2023, and see if my documents for verification are complete. I discovered that my account had been blocked.

I played slots in the casino with the credit.

Best regards

Udo

Hallo Tomas,

ich wollte mich heute, 14.09.2023 nochmals einloggen und schauen, ob meine Dokumente zur Verifzierung vollständig sind. Dabei habe ich festgestellt, dass mein Konto gesperrt wurde.

ich habe mit dem Guthaben Slots im Casino gespielt.

Beste Grüße

Udo

Have you contacted casino support regarding the issue? Have you received any response?

If there is any communication between you and the casino regarding the issue please forward it to my email at tomas@casino.guru

Hello Tomas, I will now forward all emails to you. The casino is just stalling me.

Hallo Tomas, ich leite dir jetzt alle E-Mails weiter. Das Casino hält mich nur hin.

Thanks for your patience.

From the communication you sent me, after the casino asked you to send them a selfie it seems you were asked to submit additional documents, including a PDF of a bank statement, and source of funds documentation.

Could you please advise if you sent these documents to the casino?

I'll await your reply.

Hall Tomas, complaint can be closed. Playfina paid the money after eternal discussions

Hall Tomas, Beschwerde kann geschlossen werden. Playfina hat das Geld nach ewigen Diskussionen gezahlt

Dear Aboveaverage1204,

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru