Playfina Casino - Igrački nalog ostaje neproveren i zatvoren.

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:

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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.

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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.

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.