The player from Sweden faced a significant delay of one month for his withdrawal, with support only claiming they would investigate further without any resolution. Although the withdrawal had been accepted on the site, the funds had not yet reached his bank account. After multiple attempts to contact the casino for clarification and additional information, the Complaints Team was unable to achieve any resolution due to a lack of cooperation from the casino. Consequently, the complaint was marked as "unresolved" in the system, which could have negatively impacted the casino's rating and potentially encouraged a response in the future. Eventually, the casino claimed the issue was due to a payment provider's problem, and the missing funds were added back to his account. However, the player later reported repeated withdrawal denials and chose to close his account, leading to the complaint being rejected by the Complaints Team due to the circumstances.
Playbet.io Casino - Player's withdrawal is delayed and support is unhelpful.
Other
Amount: €400
Playbet.io Casino
Safety Index:HighCase summary
worthless casino and worthless support, I have waited 1 month for my withdrawal, the support just says they will look into it further but it never happens, the withdrawal is accepted on the site but no money in my bank account yet.... so don't play on this scammer site
thw supports dont to anything
Dear Simon1789,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Playbet.io Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Have you made any successful withdrawals before?
- Could you please share the screenshot of your withdrawal request?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
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,
Natalia
It was my first withdrawal and I haven't used any bonus.
and kyc is approved and ready
Thank you very much for your reply, Simon1789. Please specify if you requested a withdrawal to the same payment method that was used for your deposits.
Additionally, could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here.
Thank you in advance.
Thank you very much, Simon1789, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello Simon1789,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Playbet.io Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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 have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, as previously mentioned, the unresolved status of this complaint will negatively impact the casino’s rating, potentially encouraging them to reconsider their approach. If the casino chooses to respond in the future, we will reopen the complaint and notify you by email.
Best regards,
Michal V
We’ve reopened this complaint at the request of Playbet.io Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Simon1789,
I was informed by the casino that the matter was resolved shortly after the complaint was raised. The delay was caused by an issue on the payment provider’s side, which unfortunately prevented the withdrawal from reaching your bank account.
As a result, the missing funds were added back to your account to rectify the situation. I understand that you then chose to continue playing with those funds.
I was also told that compensation was also provided at the time as a gesture of goodwill for the inconvenience caused.
Can you confirm this info?
I was trying to withdraw again via other providers which was denied 10 times so I played for the money to avoid having to deal with this company then I asked them to close my account as there is no point in continuing with this scam casino, got 10 free spins as compensation
Dear Simon1789,
Unfortunately, there is nothing I can do for you in this case. If a payment is delayed, and the problem is on the payment provider's side, there is really nothing the casino can do. The fact that you chose to play with the funds that were returned to your account was your decision.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
