Playfina Casino - Das Spielerkonto wurde unerwartet geschlossen.

Hello, I registered with Playfino yesterday and deposited about €250. I never used a bonus; I always play without one. I got a bit lucky and won about €1100. I immediately uploaded my documents, and everything was accepted. Since I was now verified, I withdrew €900. I then played with the remaining balance and won again, bringing my account balance to around €1000. So, I now have €900 withdrawn and €1000 in my account balance, but a few hours ago, my account was simply deactivated for no reason. I can't log in now, and I haven't received any email from the casino. I contacted customer service, and they said it was an internal review; they supposedly do this to everyone, etc. I agreed and was going to wait, but then I saw complaints here that are almost identical to my situation. Is this standard Playfino practice—simply deactivating accounts that win? Or how are we supposed to understand this? I want my money back.

Hallo, habe mich gestern bei playfino registriert und ca. 250€ eingezahlt, nie einen Bonus genommen, spiele immer ohne bonus. Hatte dann bischen Glück und ca. 1100€ gewonnen, danach sofort meine Unterlagen hochgeladen und alles wurde akzeptiert da ich nun verifiziert war habe ich dann eine Auszahlung von 900€ gemacht. Dann mit dem rest noch weiter gespielt und wieder gewonnen, mein konto stand ca. Bei 1000€. Also habe jetzt 900€ in Auszahlung und 1000€ guthaben auf mein konto, aber vor paar stunden wurde mein konto einfach so grundlos deaktiviert. Kann mich jetzt nicht einlogen, habe auch keine mail von der casino bekommen. Habe dann mit dem Kundendienst geschrieben, die meinten ist internes Überprüfung die machen das angeblich bei jedem usw. Habe dann ok gesagt und wollte eigentlich warten, aber dann habe ich hier beschwerden gesehen die fast meinen fall gleichen. Das ist wohl von playfina standart einfach kontos deaktivieren die was gewinnen? Oder wie sollen wir das verstehen? Ich will mein geld.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you kindly specify what games you played?
• Could you please send me a screenshot of the error you see when you try logging into your casino account, as well as the chat transcript of your conversation with customer support regarding the suspension of your account?
• Have your documents been reviewed by the casino's relevant department after you submitted them for verification?

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

Best regards

Veronika

Dear Yabgu,

Thank you for contacting us! We would like to clarify the situation to resolve any misunderstandings. At the end of each month, internal checks are indeed conducted on our website to ensure the safety of all parties. Your account was temporarily suspended for this reason. At this time, your account is active, and there are no restrictions preventing you from using it.

Additionally, according to our system records, on 1st November 2025 at 11:28:23 UTC, you submitted a withdrawal request for 999 EUR, which was successfully processed on our side on 4th November 2025 at 17:13:26 UTC.

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

Best regards,

Playfina Casino

Dear Yabgu,

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,
Veronika
Casino.Guru