Playamo Casino - Player’s struggling to withdraw her winnings.

Hello, I have never had a problem with this casino, until now, when withdrawing money. At present, the amount is CZK 13,000. The withdrawal request is always denied to me, according to them, because: Try using a different payment method, because the selected method is not available in your country.

I do not understand why withdrawal via VISA is not available, when the deposit works without problems and 14 days ago with withdrawal there was also no problem (also via VISA). In terms of the casino, CZ is not on the list of unsupported casinos.

And I don't want to try another method of selection.

Thank you for answer...

Jana

Dear Jana,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits it doesn’t mean necessarily, that it will be offered for withdrawals too.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Do I understand correctly that you’ve withdrawn funds using the same payment method in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good day,

Yes, I have fully verified my account and have not had a problem selecting this same selection method in the past.

Thank you

Thank you very much, Jana, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I also thank you! J.

Hello Jana.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Playamo 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Jana.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

The casino team message below:

Dear Jozef,

We apologize for the delayed response.

Our support team communicated with the player Jana, explaining that the VISA-card withdrawal method isn't supported for their region. To assist we offered all possible alternative payment methods that are available and supported in that country to ensure successful transactions. Unfortunately,after our communication Jana didn't utilize the alternative and secure methods we suggested. Instead Jana continued attempting withdrawals/deposits using the initial unsupported method which didn't succeed

We regret that this situation has caused frustration and impacted Jana's experience with our casino. We remain committed to resolving this issue and assisting Jana in utilizing the supported payment methods we recommended.

Please let us know if there're any further steps we can take to assist in resolving this complaint.

Thank you for your understanding and assistance in this matter.

Best regards,

Playamo Casino Support Team

Dear Jana,

It seems you can still get your winnings; you just need to choose a different payment method. Can I help you with that?

Dear Jana,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.