PlayJonny Casino - Pelaajien kotiutuksia on viivästytetty ja peruttu.

PlayJonny, Approved withdrawals totaling 7,900 CHF cancelled by casino after delays, clock reset, and new withdrawals now delayed again.

-Casino Name: PlayJonny

-Disputed Amount: Approx. 6,400 CHF (Remaining unpaid balance of the original 7,900 CHF)

Complaint Description:

Dear Casino Guru Team,

I am filing a formal complaint against PlayJonny regarding systemic withdrawal delays, predatory timeline resets, and poor support handling of my winnings.

The History:

Between May 27th and June 2nd, I accumulated a total of 11 approved withdrawals adding up to 7,900 CHF. All of them were marked as "Paid" in my casino transaction history, but the funds never arrived. After waiting out the initial 5-business-day timeframe and providing my bank documents to prove non-receipt, the casino support team admitted on June 4th that the transactions had failed on their end.

Instead of processing a manual transaction or escalating the failed batch, the casino cancelled all my approved withdrawals, returned the 7,900 CHF to my playable account balance, and forced me to re-request the funds under strict daily transaction limits.

The Current Situation:

Following their instructions, I re-requested the funds split into multiple smaller withdrawals on June 4th via Bank Transfer and Skrill. Out of these new requests, only a single transaction went through (received in my account on June 5th). The remaining balance of approximately 6,400 CHF is completely missing and outstanding.

Today, on June 8th, I contacted the VIP Support team again to track the remaining payments. The support agent completely ignored the previous drama, the past processor failures, and the fact that these funds have been stuck since late May. Instead, they treated this as a completely brand-new request and told me I must wait another 5 business days for the payment provider.

Why I am disputing this:

The casino is using their own technical payment failures to endlessly reset the 5-business-day waiting clock. My money has been missing from my possession for nearly two weeks. It is completely unacceptable for a VIP support department to completely erase the history of a failed transaction batch and force a player to start the waiting period over again.

Desired Resolution:

I want PlayJonny to immediately clear and pay out the remaining balance of my winnings without further delaying tactics, copy-paste support scripts, or timeline resets. I have all relevant unedited screenshots of the transaction histories, original approvals, cancellations, and support logs ready to provide to the Casino Guru team via private attachments.

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 Varle007,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which payment method did you choose to withdraw your winnings? Was it the same one you have previously used successfully?
• 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,

Attila

Dear Varle007,

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, Lucia (lucia.s@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,

Attila

Hello Varle007,

My name is Lucia 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 PlayJonny 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,

Lucia

Hi Lucia,

I have a major update regarding Playjonny's stalling tactics, but because I could not upload all the attachments to this forum page, I just sent you a full email directly to lucia.s@casino.guru.

The email contains all the details, screenshots of my "Cancelled" withdrawals, the Telegram chat where the VIP manager falsely claims they are "Paid," and my official bank statements proving the money never arrived.

Please check your inbox for the full breakdown and the evidence so we can demand the Acquirer Reference Numbers (ARN) from the casino.

Thank you, Varle007

Dear Varle007,

We would like to inform you that part of your transaction failed on the payment provider’s side. Although the requests were processed from our end, they remained pending with the provider and were subsequently cancelled manually in order to resolve the issue and allow new withdrawal requests to be submitted.

Additionally, we can confirm that you submitted multiple withdrawal requests on the evening of June 17th, which were processed on our side the following day. Please note that a standard processing period of up to 5 business days applies for bank transfers to be credited to your account.

Regarding the two previous transactions you mentioned as not received, we have obtained confirmation from our payment provider that the funds were successfully processed. Official documentation has already been provided to you so that you may follow up with your bank. We acknowledge your later message outlining what your bank may require; however, we kindly ask you to provide us with an official written response from your bank, so we can review and assist further if needed.

Please also note that we are not a financial institution, as stated in our Terms and Conditions, and we rely on third-party payment providers to facilitate transactions. We have taken all necessary steps to address the issues with your recent withdrawals as promptly as possible. We do not apply any delay tactics and regret any frustration this situation may have caused.

We would also like to emphasize that the majority of your withdrawal requests have been processed successfully from our side, and we continue to work with the provider to ensure that any remaining issues are resolved as quickly as possible.

Thank you for your understanding and patience. If you have any further questions or require additional assistance, please do not hesitate to contact us.

Best regards,

PlayJonny Casino

Hi Lucia and PlayJonny Casino,

Thank you for your response, but it completely fails to resolve the ongoing issues and introduces even more contradictions.

1. Missing Documentation for FIVE "Paid" Withdrawals

You claim to have provided "official documentation" so I can follow up with my bank. However, my casino profile currently shows FIVE withdrawals marked as "Paid" between June 16th and June 17th, totaling 4,000 CHF. Yet, you only sent me two payment PDFs for the transactions from June 16th. Where are the payment confirmations for the other THREE transactions from June 17th? I cannot initiate a proper, comprehensive trace with my bank if you withhold the majority of the documentation. I require the payment confirmations for all five transactions at once.

2. Inadequate Tracing Numbers

As I have already stated, the two PDFs you provided are merely internal receipts from your payment processor, Via Payments UAB. My bank, PostFinance, has explicitly confirmed that they cannot track incoming international funds using internal payment details. Demanding an "official written response" from my bank regarding your internal receipts is just another stalling tactic. I need standard, internationally recognized UETR or SEPA End-to-End IDs for all five transfers.

3. Proof of a Fully Functioning Bank Account

Your claim that bank transfers require "up to 5 business days" or that the issue might be on my bank's end is entirely false. As I have already proven to Casino Guru with official documentation, my PostFinance account is working perfectly. On June 17th!the exact same day you claim my transfers were processed! I received a 1,500 EUR SEPA withdrawal from another casino within mere hours of requesting it. There are zero issues or delays with my bank receiving international SEPA transfers.

4. Unjustified Skrill Rejections & Historical Delays

You state you do not apply delay tactics and that the majority of requests were successful. I have attached my transaction history to this post, which proves otherwise.The first attachment shows a massive wall of rejected bank transfers dating back to late May, proving a long-standing pattern of stalling.The second attachment proves that when I attempted to use Skrill to avoid these bank delays on June 4th, your system systematically rejected those requests as well.

5. Zero Funds Received (Bank Evidence Provided to Mediator)

To be absolutely clear: As of today, I have received ZERO funds in my bank accounts from these five supposedly "Paid" transactions, nor have I received any successful bank payouts from PlayJonny since this ordeal began on May 28th.

To prove this without exposing my sensitive financial data publicly, I have securely emailed my official PostFinance bank statements directly to my Casino Guru Resolver, Lucia.

My CHF account statement clearly shows no corresponding deposits for these missing funds. Likewise, my EUR account statement confirms absolutely zero incoming transfers from your payment providers.

The money is simply not there. 

I kindly ask Casino Guru to require PlayJonny to:

Provide the proper, globally recognized tracking numbers (UETR/ARN) for the two June 16th transactions.

Provide the missing documentation and UETR/ARN tracking numbers for the three June 17th transactions.

Explain why my Skrill withdrawals were systematically rejected.

Thank you,Varle007

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Dear PlayJonny CasinoTeam,

Thank you for your latest response and for providing clarification regarding the withdrawal requests in question.

After reviewing the information submitted by both parties, I would like to request additional details to help us properly assess the situation and determine the current status of the disputed withdrawals.

To facilitate further investigation, could you please provide:

1. Payment confirmations or equivalent transaction documentation for all five withdrawals marked as "Paid," including the three June 17 transactions for which no documentation has yet been provided.
2. Any available external transaction references associated with these payments, such as UETR numbers, SEPA End-to-End IDs, MT103 references, or any other internationally recognized tracking identifiers that may assist the receiving bank in locating the funds.
3. Clarification regarding the current status of each of the five withdrawals individually, including:
   • Date processed by the casino;
   • Date submitted to the payment provider;
   • Current provider status;
   • Whether the payment has been settled, returned, cancelled, or remains under investigation.
4. An explanation regarding the player's previously rejected Skrill withdrawal requests, as the player has raised concerns that these rejections contributed to the prolonged delay in accessing their funds.

Our goal is simply to establish a complete transaction trail for each disputed withdrawal and determine where the funds are presently located. Any additional documentation or transaction references you can provide would be greatly appreciated and will help us move the case forward efficiently.

For efficiency and to avoid unnecessary delays, you may also send all requested documentation and any supporting evidence directly to me at lucia.s@casino.guru. This will allow us to review the materials promptly and assist in verifying the status and traceability of the disputed withdrawals.

Thank you in advance for your cooperation. I look forward to your response.

Dear Varle007,

I wanted to kindly follow up as I have not yet received your email. If you could please resend it at your earliest convenience, I would greatly appreciate it. Thank you very much for your assistance.

Hi Lucia,

I have just resent the email directly to lucia.s@casino.guru.

I have included my original bank statements from June 16th, as well as newly generated statements downloaded today (June 22nd).

These new statements prove two things:

Even with the casino's "5 business day" timeframe expiring today, the funds from PlayJonny have still not arrived.

My bank account successfully received multiple other international SEPA transfers from a different casino (Betprimeiro) on June 1st, 5th, 17th, and 18th without any delays.

Thank you, Varle007

Dear Varle007,

We would like to clarify that the proof of payment previously provided relates to your earlier withdrawals requested approximately one week ago, and not to the transaction processed on June 17. This is evident from the processing time shown on the documents themselves. At the time of our previous communication, those withdrawals were still being processed by the payment provider and were within the standard 5-business-day timeframe.

Please note that proof of payment documents contain all standard and official details required by financial institutions to trace transactions. Such documents are issued only after a withdrawal has been fully investigated and confirmed as not received, in order to assist in locating the funds. If your bank requires additional or specific information, we kindly ask you to provide a screenshot of your correspondence with them, clearly indicating the requested details.

If you have not received the withdrawal processed on June 17, please provide a bank statement covering the period from June 17 to the present date. Upon receipt, our team will investigate the matter and provide you with an update as promptly as possible.

You may send the requested documentation to support@playjonny.com with the subject line "CasinoGuru." We will review your case and proceed accordingly without delay.

Thank you for your understanding.

Best regards,

PlayJonny Casino

Hi Lucia and PlayJonny Casino,

PlayJonny, your response ignores the mediator's direct requests from 6 days ago and appears to be another stalling tactic.

1. Bank Statements Have Been Provided You asked for a bank statement from June 17 to the present date. I have already forwarded a redacted copy of my official PostFinance bank statements (covering up to June 26, 2026) to your support email as requested. I have also CC'd Lucia on that email, who already holds the unredacted originals. The 5-business-day timeframe for all June 16th and June 17th transactions has fully expired, and the statements prove that absolutely zero funds have arrived.

2. Your Documents Lack "Standard" Details You claim your documents contain "all standard and official details required by financial institutions." They do not. They are internal receipts from your payment processor, Via Payments UAB. Lucia explicitly asked you 6 days ago to provide "external transaction references... such as UETR numbers, SEPA End-to-End IDs, MT103 references." My bank requires these globally recognized identifiers to trace international transfers, not your internal receipt numbers.

3. The Missing June 17th Documents You admit you have not provided proof for the June 17th withdrawals. Now that you have my bank statements confirming non-receipt, and the waiting period has expired, I require the documentation for the three missing June 17th transactions.

Lucia, please confirm for the casino that you have my June 26th bank statements proving non-receipt.

I kindly ask that we hold the casino to your previous request to provide the actual UETR/SEPA End-to-End IDs for all five transactions, as they completely ignored that requirement in their reply.

Thank you, Varle007

Dear PlayJonny Casino Team,

Could you please confirm whether you have received the documents requested from the player and advise us on what actions are currently being taken on your side?

At this point, we are unable to provide any further assessment, as we still have not received any meaningful information regarding the missing transactions, despite our previous requests. So far, the responses have not addressed the specific points we asked about, making it difficult to move the complaint forward. We would appreciate it if you could provide the additional and more substantive information requested in my previous communication so that we can properly evaluate the case.

Dear Varle007,

In the meantime, we recommend that you provide the casino with all requested documents, along with any correspondence you have had with your bank regarding the missing transactions. This may help the casino complete its investigation and eliminate any remaining obstacles to resolving the issue.

Thank you both for your cooperation.

Hi Lucia,

​Thank you for holding the casino to the specific points raised.

​To confirm: I have already complied with the casino's latest request. I sent my updated PostFinance bank statements (covering the period up to June 26, 2026) to support@playjonny.com directly after their message, and I made sure to CC you on that email so you have a record of it.

​Regarding the casino's request for "correspondence with my bank": I have spoken with PostFinance telephone support on three separate occasions regarding these missing funds. They explicitly advised me that a Swiss bank cannot initiate a formal international trace ("Nachforschungsauftrag") using an internal 19-digit receipt from a third-party processor (Via Payments UAB).

​To trace incoming international funds, PostFinance requires standard global identifiers, specifically a UETR number, MT103, or a SEPA End-to-End ID.

​Furthermore, the casino is still withholding the documentation for the majority of these payouts. They only ever provided two internal receipts, completely ignoring your direct request to provide the documentation for the three missing June 17th transactions.

​As I have provided all requested documents proving non-receipt, I am now waiting for PlayJonny to provide the actual UETR/ARN numbers for all five transactions so my bank can finally track down where this money went.

​Thank you,

Varle007

Hi Lucia and PlayJonny Casino,

Major update: Today, July 1st, the casino completely cancelled my outstanding withdrawals totaling 4,000 CHF. The funds were returned to my casino balance, and I received an automated email stating my requests were rejected. (Screenshots attached).

This cancellation confirms that the bank transfers failed on the casino's end and the money never reached the banking network. This is why the casino could not provide the UETR/MT103 tracking numbers you requested.

Because their bank transfer system has now definitively failed me twice, I proactively attempted to withdraw the full 4,000 CHF via Skrill today, as this method successfully worked for me previously. However, the casino's system artificially restricted me to a daily limit of 1,500 CHF.

I have attached a screenshot showing my first 1,500 CHF successfully requested via Skrill, and the remaining 2,500 CHF sitting untouched in my balance.

To be absolutely clear: I expect this initial 1,500 CHF Skrill withdrawal to be processed and paid out immediately. I have already waited well over a month for these funds, and I will not accept the casino using this cancellation as an excuse to restart a new "5 business day" waiting period. Furthermore, I request that the casino manually bypass their daily limit so I can withdraw the remaining 2,500 CHF without dragging this out for another three days.

Lucia, given that the casino was completely uncooperative, ignored your explicit requests for transaction tracking for over a week, and only took action to cancel the payments when backed into a corner, I respectfully ask Casino Guru to rethink and re-evaluate this casino’s Safety Index. Their behavior does not reflect a transparent, cooperative operator.

Please hold the casino accountable to process this Skrill request without any further delay tactics.

Thank you,

Varle007

Dear PlayJonny Casino Team,

The player has informed us about the current status of their withdrawals and has stated that a payment of 500 CHF was successfully processed to their Skrill account. Based on this, I would appreciate it if you could clarify why the player is now unable to use Skrill to withdraw the remaining funds.

Could you please explain why this payment method was available for the initial withdrawal but is no longer being accepted for the outstanding balance? Understanding the reasoning behind this decision will help us better assess the situation and determine whether the proposed alternative is justified.

Thank you in advance for your clarification.

Dear Varle007,

We would like to inform you that, since our last response, we have identified an issue with the specific bank transfer payment provider. As a result, an alternative provider was assigned to your account.

In the meantime, you have used an alternative withdrawal method (Skrill), which successfully processed your initial withdrawal. However, during further investigation, we detected a technical issue with this provider and are currently working to resolve it. Unfortunately, we are unable to provide an exact timeframe for when this will be fully resolved.

At present, the bank transfer method is fully operational, and we strongly recommend using this option for your withdrawals. You may choose to wait for Skrill to become available again; however, we cannot confirm its availability at this time.

Additionally, in your correspondence, you mentioned "resetting the withdrawal period," and we would like to clarify this point. Each withdrawal request is treated as a separate transaction. Once a request is submitted, it enters the processing queue and is handled in the corresponding order. After it is processed on our side within the timeframe outlined in our Terms and Conditions, the funds are then transferred by the payment provider.

Please note that the standard processing time for bank transfers is up to 5 business days, although in many cases it may be completed sooner depending on various factors.

We understand your frustration and appreciate your patience. With the bank transfer method now fully operational, you may proceed accordingly. Rest assured, we will review and process your requests as quickly as possible.

Thank you for your understanding.

Best regards,

PlayJonny Casino

Dear Lucia and PlayJonny Casino Team,

Thank you for the update. I am fully prepared to cooperate and submit a Bank Transfer request immediately, exactly as you have recommended, now that you claim it is fully operational.

However, your public response is completely contradictory to the actions your staff is taking behind the scenes.

1. I cannot request a Bank Transfer because you locked my account.

Less than 24 hours ago, I received an official email from your support team stating my account was suspended (see attached Email screenshot). When I try to log in to follow your advice and request the Bank Transfer, I am blocked by a 'GESPERRTES KONTO' screen (see attached Locked Account screenshot). How am I supposed to proceed accordingly when you have locked me out?

2. The Skrill 'Technical Issue' is false.

You claim you detected a sudden technical issue with Skrill. My transaction history (see attached History screenshot) clearly shows your team repeatedly and manually cancelling ('Abgebrochen') my Skrill requests throughout the day before finally locking my account to stop me from utilizing my daily limit.

I kindly ask the casino to immediately lift this unjustified suspension so I can log in and request the Bank Transfer payouts exactly as you have advised today.

Thank you,

Varle007

Dear Varle007,

We would like to inform you that your account has been temporarily suspended due to a formal complaint submitted through our department. This is a procedural requirement, and the suspension will remain in place until the review of your complaint has been completed.

Please note that the suspended status does not restrict your ability to log in or request a withdrawal. It only limits your ability to deposit funds and access games on our platform.

Based on the screenshots you provided, the message appears in your account’s general tab and is for informational purposes only. After closing the message using the "X" button in the top right corner, please navigate directly to the "Wallet" tab in your account and proceed with your withdrawal request. Kindly note that the "Deposit" button is currently non-operational due to the suspension and will not allow access to the wallet.

Furthermore, we would like to clarify that the Skrill payment method is currently not operational. As seen in your transaction history, all attempts have failed approximately one hour after being initiated. This issue is still under investigation, and we do not have an update at this time.

If you continue to experience difficulties accessing the wallet section to request a withdrawal, please provide us with a screen recording by sending it to support@playjonny.com with the subject line "CasinoGuru." We will review the issue and assist you as quickly as possible.

Best regards,

PlayJonny Casino

Dear Lucia and PlayJonny Casino Team,

Thank you for clarifying the UI issue. I was able to bypass the suspension pop-up using the 'X' and access the wallet as instructed.

To comply with your strong recommendation, I have just successfully submitted a 1,000 CHF Bank Transfer request. Since you have publicly stated in your last message that this method is 'fully operational,' I expect this transaction to be approved and processed without being manually cancelled.

To utilize the remainder of my daily limit, I also queued a 500 CHF Skrill request. You stated that Skrill requests are currently failing 'approximately one hour after being initiated' due to a technical issue. I will monitor this specific transaction to see if it automatically fails within the hour as you claim, or if it is manually cancelled by your finance department like the others.

I look forward to the 1,000 CHF Bank Transfer being processed promptly.

Thank you,

Varle007

Thank you both for the updates.

Dear Varle007,

Please let me know once you receive your funds so I can confirm that the withdrawals are being processed properly.

Dear Lucia and PlayJonny Casino Team,

I am very happy to confirm that the 3,000 CHF payout has safely arrived in my account today. Thank you, Lucia, for your absolute dedication and immense help in mediating this case.

There is just one final step before we can mark this complaint as fully resolved. As the casino representative explicitly stated in their previous message, my account was only temporarily suspended due to this formal complaint being open.

Because I intend to continue playing at PlayJonny, I kindly ask the casino to officially lift the suspension and restore my full account access.

Lucia, once I can confirm that my account has been successfully unbanned and is fully functional, I will give you the green light to officially close this ticket as Resolved!

Thank you,

Varle007

Dear PlayJonny Casino Team,

Thank you for your cooperation so far.

Could you please provide an update on the current status of the player’s casino account suspension?

Could you confirm whether the account is still temporarily suspended due to the complaint being open, and whether the suspension will be lifted automatically now that the payout has been received? Alternatively, please let us know if there are any further issues or requirements that need to be addressed by the player before the account access can be restored.

Thank you in advance for your clarification.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Varle007,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia