Playfina Casino - A conta do jogador permanece não verificada e encerrada.

Casino does not verify account and pay.Kyc checks never ends and for no reason.

Dear Guru,

I am writing regarding a Casino that refuse to verify my account to receive the amount i won. When you comply with all requests they change and request something else which is simply impossible.

16th Oct i won 3646€ on playafina with a 200€ deposit via my card and i received 160€ bonus.

straight after my great win i proceeded to verify my account by Uploading passport, Address proof, my card proof along with my Iban proof to that account on the platform.I made a withdraw of my full balance to my Iban. My account then i noticed was disabled with no information from the Casino. Once i looked into this matter by emailing the Casino additional verification was asked for.

It started with a selfie and all my bank account transactions for the last 3 months. This information i sent and the Casino replied that my card number is not present on the bank statement which has never been the case for security i am sure. This is where the battle started and in the end they accepted a card number to not be on a statement and they can see my card deposit to them.

on the 21st November the Casino confirmed that my account was verified but not re opening my account to login so i then requested the money to be sent to my Iban.

A week later the Casino email me asking for a selfie in front of my house. The exact email below.

Please, upload a selfie with your ID document (the elbow should be visible) in front of your house, which is stated in your profile.

Make sure that details in the ID document and the house number are clearly visible.

Selfie was emailed to the casino and they were for a while insistent that my house number was not visable being number 1 until i made a big screenshot of my selfie circleing my number 1 on my door.

Once the Casino could not deny the fact no longer that i followed the request exactly as asked they then go ever further.

Thank you for submitting the document. Please be advised that the house number alone is insufficient; the building number must also be clearly visible in the image, along with the street address.

This is where we are which is an impossible request as it does not exist and also that was not asked at the time. It was added on later when ran out of other options not to pay it seems.

This is where i am now and the Casino now are non responsive. I have told them to look at google maps my address to confirm i cannot give but .......

Your feedback and advice is highly appreciated in this matter.

Thank you,

Ndidiamaka

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 recent communication with the casino regarding the verification requirements? 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

Hi Tomas,

I have added my response to the below. I hope this helps and i will also send you the emailed correspondance.

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? Oct 16th 2025 i signed up and won. When the Casino emailed me to say that my withdraw declined asking me to upload proof of my card i made for deposits. I then went to do this to find my account was disabled.

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? Slots and yes 160€ bonus with 200€ deposit i made.

Could you please share with me your recent communication with the casino regarding the verification requirements? 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 Ndidiamaka,

Thank you for bringing this matter to our attention.We have reviewed your situation in detail and would like to provide an explanation.

First of all, please note that additional verification was requested in accordance with our Terms and Conditions. As stated in section 11.2, we reserve the right to verify a player’s identity and request additional documents before processing withdrawals. We sincerely apologize for any inconvenience this may have caused.

Regarding the selfie verification:

The compliance team requires a street-level photo where you are holding your ID document and the official address plate is clearly visible in the background. The photo must clearly show the street name and building number so the address can be properly confirmed.

A photo showing only the house number is unfortunately not sufficient for verification. If there is no visible street name plate directly on your building, you may take the photo near the official street sign where both the street name and building number (or another identifiable marker confirming the location) are visible.

Additionally, we kindly ask you to provide a bank statement linked to the card ending in 8816 for the last three months.

At the moment, the case is still under review by the relevant department. Once the requested documents are received and reviewed, we will provide a further update regarding your withdrawal.

We appreciate your cooperation and remain available to assist you.

Kind regards,

Playfina Casino

Dear Ndidiamaka1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case.

I sent you an email with instructions about the requested photo. Please check your inbox and provide a reply at your convenience.

Thank you in advance.

Hi,

I have done a selfie in front of my street sign but its impossible to get my passport info clearer than this as its not a small street name. All information is readable mind

Dear Ndidiamaka,

Thank you for providing the additional photo. Our team has received and reviewed the document.

Please be advised that, in accordance with our Terms and Conditions (Section 9), the casino reserves the right to conduct additional security checks to ensure the integrity of our platform. Specifically:

Under Clause 9.5: If standard documentation is insufficient or requires further confirmation, video verification is a mandatory step to finalize the process.

To conclude your KYC procedure, our team has requested a video verification call.

We have already sent an email to your registered address with the instructions. These calls are conducted between 06:00 and 15:00 UTC, Monday to Friday. Please check your inbox and arrange a time that works for you.

Once the video call is successfully completed, we will be able to provide a final update regarding your account and withdrawal.

Thank you for your cooperation and understanding.

Best regards,

Playfina Casino

Dear Ndidiamaka1,

Could you please confirm, if you have been able to aggree upon the date and time of the verification call with the casino?

Thank you.

Hi Mirka,

It really never ends this with this Casino! Absolute horrible expereience and totally un justified which should have been fun. I can do 1pm my time in Ireland next Thursday the 26th. I have emailed that to the Casino.

Playfina,

You reply to my request of Thursday the 26th at 1pm Ireland time which i think is also 1pm utc if not misstaken with the same message again.

Jarvis wrote:

Dear Ndidiamaka,

Thank you for your reply. You still need to choose one of the suggested days: Monday to Friday, 9:00 AM to 4:00 PM UTC.

Should you have any questions or doubts, please do not hesitate to contact us via email or via live chat.

Best regards,

Playfina Support Team

Dear Playfina Casino,

Would you be able to conduct a video call on time, the player suggested?

Thank you.

Dear Mirka,

Thank you for your follow-up. We would like to clarify the situation regarding the video verification call.

Unfortunately, we were unable to confirm the player's suggested time for March 26th at 1:00 PM UTC, as the available slots for that specific day and time are already fully booked. Our team informed the player about this in our last email and requested that they select a new date and time within our working hours, starting from March 31st.

We sent the follow-up message because we are waiting for a new suggestion that fits our current schedule. As soon as the player chooses an available slot starting from next week, we will confirm it immediately and proceed with the verification call. We are ready to finalize this process and are simply waiting for a date that works for both parties.

Best regards,

Playfina Casino

They delay still. This is not right what this Casino is doing to me. Its not fair game this. I wish i never played Playfina. They have to work round my work schedule not me work around theres and the times are when someone would typically be working which they also plan well.

I have to check now as this was the only time i had free and to be fair gave over a weeks notice to the Casino for them to only reply yesterday that they cannot do this when they had all that time. I am a very busy dental nurse and this is an absolute joke! They do not even say why the verification process is never ending. What warrants all this other than from the off have no intention of paying? This is a really stressful time with playfina. I think i have the right to know what playfina issue is and where the line draws on constant verification requests.

Dear Ndidiamaka,

Thank you for your email.

Regrettably, it is not possible to schedule a call on the 26th. Therefore, we kindly request that you select any date from the usual time frames beginning March 31st.

Should you have any questions or doubts, please do not hesitate to contact us via email or via live chat.

Best regards,

Playfina Support Team

Ticket ID: JMXRGZ

Dear Ndidiamaka1,

Please notify me, when you will be able to aggree upon a verification call.

I can do Tuesday at 14.00 or 15.00 my time.

Dear Ndidiamaka1,

Thank you for the update! Our team has scheduled a call on Tuesday, April 7, at 13:00 UTC. A notification and the call link were also sent to you via email. Please confirm that you have received the message.

If you have any questions in the meantime, please don’t hesitate to let us know.

Kind regards,

Playfina Casino

Dear Playfina Casino,

Could you please provide us with the result of the verification call?

Thank you,

Dear Mirka,

Thank you for your assistance in resolving this matter. We are currently awaiting information on this issue from the relevant department. We will do our best to get back to you with a full response as soon as possible.

Best regards,

Playfina Casino

Dear Playfina Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Mirka,

We have received an update from the relevant department. Unfortunately, the player did not join the call. At the moment, our specialists have asked the player to schedule a new call; however, there has been no response from their side so far.

Dear Ndidiamaka1,

Please reply to our specialists and schedule a new call with them at a convenient date and time.

Kind regards,

Playfina Casino

Dear Ndidiamaka1,

Please note your cooperation is needed in order to proceed with the investigation.

We are extending the timer by 7 days. Please, be aware that in case you fail to cooperate, and don't schedule a call with the casino in the given time frame or don’t require any further assistance, we will reject the complaint. If the call is scheduled, and you will not participate in it again, the complaint will be rejected as well.

Dear Ndidiamaka1,

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.

Dear Playfina,

I did, i asked for the call to be at 1pm on the 29th April and the only response was that my email has been sent to the relavant department and no response since. I asked where the link was and nothing. I have to work so i cannot keep going about like this. I had a clear slot in my busy rota and you would not confirm it.

Dear Ndidiamaka1,

Please forward me the mentioned communication about scheduling the verification call to miroslava.d@casino.guru. Please also forward me all your future emails, where you are trying to schedule the call.

Dear Playfina Casino,

Could you please clarify, why the player's call hasn't been scheduled yet?

I have forwarded the emails. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I just completed the video verification.

We are reaching out to process a manuall withdrawal for you, to process it we need you to provide a fillowing details:

Account holder's name: X (full name should be provided)

Account holder's address: X (physical address: city, street, building)

Account holder's email address: X

Date of birth: X

Bank name: X (full name of your bank)

Bank address: X (physical address: city, street, building)

IBAN: X

SWIFT (or BIC): X

Please ensure you provide us with the correct data so our financial colleagues won't face any difficulties, and you won't be bothered again and again by asking to check the provided details one more time. As human resources are involved, it will be better to have all the data in order, which significantly increases the speed of this process.

Also, always keep in mind that our support team is here to help you with any difficulties you may face during the whole gambling way, so, if something is unclear or you need any help, please, simply reach out to us via LiveChat, and we'll provide you with assistance with great pleasure. Thank you so much for your patience, and have a wonderful day ahead!

waiting on the payment.

Dear Ndidiamaka1,

Have you received any withdrawals since your last message?

No not as yet.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ndidiamaka1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka