PIWI247 Casino - Pelaajalla on viivästynyt kotiutusongelma.

Important additional information:

Asianconnect N.V. / PIWI247 operates under Curaçao license 1668/JAZ, yet for 11 months they have blocked my withdrawal of €40,000, even though:

All requested KYC and SOF documents were submitted,

The operator confirmed that no further documents are required,

They state only "enhanced compliance review,"

They refuse to provide any reason, any detail, or any timeline.

I continue to receive the same template responses for almost a year, with no explanation of what is actually pending or why a verified customer cannot withdraw his own funds.

What makes this even more concerning is that Asianconnect continues to allow betting activity, and continues to earn commission from my wagering volume, while the withdrawal function remains completely disabled without justification.

After 11 months, this is no longer a normal compliance delay.

This is withholding of player funds.

I kindly request CasinoGuru’s assistance in obtaining a clear explanation from the operator and restoring my ability to withdraw my own balance.

Thank you.

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 Stevan888, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with PIWI247 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 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Katarina

Hello,

Thank you for your reply.

Here are the answers to your questions:

Have you made any successful withdrawals before?

No. I have never been able to make a withdrawal. My withdrawal function has been disabled from the very beginning of my account.

Have you passed the KYC verification?

Yes. My account was initially fully verified.

Later, the operator requested additional documents (SOF and transaction verification), which I submitted immediately. After that, they confirmed in writing that all documents were accepted and that there are no pending requirements from my side. Despite this, the withdrawal function remains blocked.

Have you accumulated your winnings with or without an active bonus?

Without any bonus. All balance was accumulated from regular betting activity, with no bonus or promotional offers used.

I can provide screenshots of all email communication where:

the operator confirms that no more documents are required,

my account is marked as "priority,"

the case remains in "enhanced compliance review" for more than 11 months,

and no timeline is given for completion.

Thank you for your assistance. I appreciate your help in resolving this issue.

Dear Stevan888,

thank you for your reply.

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.

Looking forward to your reply.

Katarina

Hello Katarina,

I have sent all the communication and screenshots to your email address (katarina.d@casino.guru).

Please let me know if you need anything else.

Thank you.

Dear Stevan888,

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, Hadi (hadi.a@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,

Katarina

Hello Stevan888,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

Hello Hadi,

Thank you for taking over my case.

I appreciate your assistance and will remain available should you need any additional information or clarification from my side. I will also inform you immediately if there are any new developments.

Kind regards,

Rajko

Dear Stevan888,

I would like to update you on the current situation.

I have contacted the casino, and they informed me that although the brand used is PIWI247, the account may be registered and managed directly by Asianconnect. According to them, PIWI247 does not have direct access to the initial transaction requests or to the KYC and account verification process in such cases.

I have also reached out to Asianconnect and asked them to join the discussion. However, they informed me that they are unable to access the complaint link and requested the following details in order to locate the account:

• Full name
• Account email address

Before proceeding, I would like to confirm with you whether you are comfortable with me sharing this information with Asianconnect solely for the purpose of investigating your case.

Please let me know how you would like to proceed.

Kind regards,

Hadi

Hi Stevan888,

Thank you for providing the details and for your consent. I will reach out to Asianconnect again using this information and keep you updated on any progress.

Best regards,

Hadi

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 Stevan888,

I’m sorry to inform you that, despite repeated attempts, we have not received any further response from Asianconnect after they requested and were provided with your account details.

Unfortunately, without cooperation from the operator, there is nothing more that can be effectively achieved from our side at this stage. Due to the lack of communication and transparency from Asianconnect, we are forced to close this complaint as unresolved.

This outcome will negatively impact the casino’s Safety Index on our website, as withholding player funds for such an extended period without explanation is considered a serious issue. While I understand this is not the resolution you were hoping for, unresolved complaints and Safety Index penalties are often the only leverage available when an operator refuses to engage.

Should Asianconnect or PIWI247 decide to respond or provide a clear explanation in the future, we will be able to reopen the complaint immediately. Please also let me know if the casino contacts you directly regarding this matter.

I’m truly sorry I couldn’t be of more help in resolving this case.

Best regards,

Hadi