Playfina Casino - Povlačenje igrača je odloženo zbog spornog kršenja limita igre.

The casino refuses to pay me 800 euros. The claim that I violated the game limit. I did not violate anything. I cannot see the game history on the site, there are no hours when I played the bonus until 10 o'clock. This one comes out after 13 o'clock. My profile is verifiable but now they require other documents

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.

Dear Naeli20,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Playfina Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• What other documents are being asked of you, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Dear Naeli20,

Thank you for contacting us! We have carefully reviewed your case and would like to provide a detailed response to clarify any misunderstanding.

According to our system records, on 2025-10-22 at 05:57:07 UTC, you activated the First Deposit Bonus.

Please note that according to clause 1.5 of our BONUS TERMS & CONDITIONS:

"While you have active bonus, maximum bet for all game types is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, PLAYFINA reserves the right to confiscate the winnings."

However, during the wagering of this bonus, you repeatedly violated this rule by placing bets of 6 EUR in the game Scratch Match.

As a result of breaching this clause, winnings amounting to 780 EUR were confiscated from your balance.

Our specialists have already sent you your betting history upon your request, so you can review the details.

If you have any further questions, please don’t hesitate to contact us - we’ll be happy to assist you.

Kind regards,

Playfina Casino

The 800 euros won were only from one game in which I bet 1 euro. Then I tried other games at 1 euro. I played this game Scratch Match at 1 euro but it reloaded and was slow. It switched to another bet by itself and the bet was not repeated after a few attempts to play it I gave up. I understood that you will not pay me 800 euros I am already used to online casinos most do that there is always a problem with something

Dear Playfina Casino,

thank you for your message and update.

Dear Naeli20,

thank you for your message and email.

Could you please forward your game history to my email katarina.d@casino.guru?

Looking forward to your reply,

Katarina

I can't provide it because I closed my account at this casino. But in fact I didn't even receive the game history. Thank you for your cooperation. I understood that they wouldn't refund my winnings and I thought it would be better to close the account.

Не мога да я предоставя защото закрих акаунта н това казино . Но всъщност и не я бях и получила историята на игра . Благодаря ви за съдействието . Разбрах че няма да ми възстановят печалбата и сметнах че е по добре да закрия акаунта .

Dear Naeli20,

The player’s betting history was provided to you by our specialists on 23rd October.

Dear Katarina,

Thank you for your assistance in resolving this matter! We have sent you the player’s betting history via email for your review.

Kind regards,

Playfina Casino

Dear Playfina Casino,

thank you for your message and email.

Dear Naeli20,

thank you for your message.

Based on the Playfina Casino game log, a review of the initial seven bets indicates a potential breach of the maximum bet limit, as the bet amount was 6 EUR.

• Were you aware of the max bet policy at this casino, please?
• Could you please provide the reasoning for adjusting the bet amount from 6 EUR to 2 EUR?
• Was this your first bonus at this casino, please?

Looking forward to your reply,

Katarina

Dear Naeli20,

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,
Katarina
Casino.Guru