Playio Casino - L'account del giocatore è in fase di revisione e i suoi prelievi sono stati negati.

On 12/17, I made two withdrawals, each for 500 euros. Another withdrawal was submitted on 12/18/2024. The withdrawals were not processed within the timeframe specified in the terms and conditions. Support has stopped responding. Consequently, I filed a complaint via email today. Shortly after, I received a response stating they were working on the withdrawal. About an hour later, access to my account was restricted. Upon logging in, I get the message "Your account is currently under review!" The chat support couldn't assist me and referred me to contact them via email, which I did. However, I am not receiving any responses there either.

So far, I have received only three emails stating that the withdrawal was denied. Without any reason.

Fact: My account has been restricted. I can no longer log in. Support cannot or does not want to help me. The withdrawals were denied without reason.

Ich habe am 17.12. zwei Auszahlungen in Höhe von jeweils 500 Euro getätigt. Eine weitere Auszahlung wurde am 18.12.2024 eingereicht. Die Auszahlungen wurden nicht innerhalb der gemäß Bedingungen gesetzten Frist bearbeitet. Der Support reagiert nicht mehr. Daraufhin habe ich heute eine Beschwerde per E-Mail eingereicht. Kurz darauf kam eine Rückmeldung, dass man sich um die Auszahlung kümmert. Circa eine Stunde später wurde der Zugriff auf mein Konto eingeschränkt. Nach dem Login bekomme ich die Meldung „Ihr Konto wird aktuell überprüft!". Der Support via Chat konnte mir nicht helfen, man verwies auf die Kontaktmöglichkeit per E-Mail. Diese habe ich genutzt. Dort erhalte ich jedoch auch keine Antwort.

Inzwischen habe ich lediglich drei E-Mails erhalten, dass die Auszahlung abgelehnt wurde. Ohne Grund.

Fakt: Mein Konto wurde eingeschränkt. Ich kann mich nicht mehr einloggen. Der Support kann oder will mir nicht helfen. Die Auszahlungen wurden ohne Grund abgelehnt.

Dear Tobiego,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing.

Could you please specify if you passed the full KYC verification, or at least submitted your identity documents for verification?

Have you made any successful withdrawals from this casino before?

Am I correct in understanding that the casino canceled all 3 of the withdrawals you requested, and you have no pending withdrawal requests in your account?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika,

I am happy to answer the questions:

1. The casino has not yet requested KYC. I offered to send the casino the documents and was told that no verification is required at this time.
2. These were the first withdrawal requests. I had just registered at the casino for the first time.
3. Correct, all three withdrawal requests were cancelled without reason. There are no open withdrawal requests on the account. The balance is currently 2,500.04 euros.
4. I only played slots and live casino (roulette and blackjack). No sports betting.
5. Additionally, I had no bonus funds on the account.

I contacted the casino again yesterday. They still didn't want to tell me the reasons. I was told to contact the casino by email. I haven't received a response to my emails yet. When I asked what was happening with my 2,500 euros, I was told that they wanted to pay it out by bank transfer. I received this information via chat. I didn't receive any official confirmation of this via email.

Hallo Veronika,

gerne beantworte ich die Fragen:

1. Eine KYC wurde bisher nicht durch das Casino gefordert. Ich habe dem Casino angeboten, die Dokumente zu übersenden. Man sagte mir, es ist derzeit keine Verifizierung erforderlich.
2. Es handelte sich um die ersten Auszahlungsanträge. Ich habe mich kurz vorher erstmals in dem Casino registriert.
3. Korrekt, alle drei Auszahlungsanträge wurden ohne Grund storniert. Es befinden sich keine offenen Auszahlungsanträge auf dem Konto. Das Guthaben beträgt aktuell 2.500,04 Euro.
4. Ich habe ausschließlich Slots und Live Casino (Roulette und Blackjack) gespielt. Keine Sportwetten.
5. Ergänzend: Ich hatte keine Bonusgelder auf dem Account.

Ich hatte gestern nochmal Kontakt mit dem Casino. Sie wollten mir weiterhin nicht die Gründe mitteilen. Ich solle mich per E-Mail an das Casino wenden. Auf meine E-Mails erfolgte bis jetzt keine Rückmeldung. Auf die Frage, was mit meinen 2.500 Euro sei, teilte man mir mit, man wolle das per Banküberweisung auszahlen. Diese Info habe ich per Chat erhalten. Hierzu erhielt ich keine offizielle Bestätigung per E-Mail.

I would also like to add that I was again told today that no payment of 2,500 euros has been made.

Ergänzend möchte mich mitteilen, dass mir heute wiederum gesagt wurde, dass keine Auszahlung von 2.500 Euro veranlasst wurde.

I just asked again and received the following answer:

Ayob:

Thank you for your patience. Please note that according to the administration's decision, your account has been permanently closed and cannot be reopened. Please note that your winnings have been deducted and therefore you are no longer entitled to them. For more information, please contact us by email at: .

Gerade habe ich nochmal nachgefragt und folgende Antwort erhalten:

Ayob:

Vielen Dank für Ihre Geduld. Bitte beachten Sie, dass Ihr Konto gemäß der Entscheidung der Verwaltung dauerhaft geschlossen wurde und nicht wiedereröffnet werden kann. Bitte beachten Sie, dass Ihre Gewinne abgezogen wurden und Sie daher keinen Anspruch mehr darauf haben. Für weitere Informationen kontaktieren Sie uns bitte per E-Mail unter: support@playio.

Thank you very much, Tobiego, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Tobiego,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Playio Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Playio Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Dear Tobiego,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best Regards,

Kubo