Playing.io Casino - Player's winnings were confiscated due to an alleged bonus rules violation.

ive deposited here before

today i used its daily 0.75$ bonus and played a slot and live games all bet less than 10$

and i won some topped up to about 57$

then i converyted it to JPY of about 9000¥

and tried to withdraw it

but

they rejected it and all 9000¥ was deducted

contacted support and was told

" you violated bonus rules and made an illegal bet so it was all deducted"

i said "please specify them, i didnt violate any rules"

but they didnt specify them

so i decided to make a complaint here

please

Dear avirex,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the link or the screenshot of the bonus you used?

Could you kindly specify what games you played?

Have you made any successful withdrawals from this casino before? Is your account fully verified?

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

this is the daily bonus

games i played are age of gods megaways 0.1$ per bet and live baccarat and megaball and monopolybigballer of evolution

all bets are less than 5$ including gameshows

i’ve withdrawn some ever before

so account is verified

conversation i had with support

proof of rejected withdrawal

there’s no reply from support to my email notification about it.

they rejected my withdrawal and deducted all my balance without providing any official announcements.

Thank you very much, avirex, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello avirex,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Playing.io Casino to join the conversation.

Dear Playing.io Casino,

Can you please provide more information on what supposedly illegal bet the player should committed? If the information can't be shared publicly, please send it to me at michal.k@casino.guru

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 avirex,

I've managed to get in touch with the casino representative. I've asked them to provide me with more information to better understand the entire situation and, if feasible, find a potential agreement on how to address your complaint. I will prolong the timer for an additional 3 days.

thanks

Dear avirex,

I'm still in communication with the casino team. Just to check, what and how many bonuses have you claimed? Did you have more active bonuses simultaneously? If you have access to it, can you please download your game history log and forward it to me at michal.k@casino.guru?

daily piggy bank bonus

look a screenshot above

only one bonus at once

Dear avirex,

Do I understand correctly that you played with bonus funds from the "Piggy Bank" only? When was the last time you deposited real funds and played with real funds without a bonus attached? If you have access to it, please download your game history log and forward it to me at michal.k@casino.guru

ah piggy bank /rake back/BND

all properly gained one

last deposit was months before this

and i’ve already closed my account here

so i don’t care about missing 9000¥ anymore

it won’t get back me

so i won’t play here again

Dear avirex,

I understand your user experience with the whole situation is far from ideal, however, I still lack clear answers to my questions. When was the last time you played with real funds without a bonus attached?

i don’t remember

i cant check it cuz i exclude my self from this casino for 5 years

so i can check it 5 years ahead if i still remember to check it

Dear Avirex,

I have received some information from the casino team regarding why they considered your account, or rather, your gameplay behavior, suspicious. However, from the information provided so far, I couldn't find a valid reason that justifies voiding your winnings.

I was informed that your initial deposit was returned to you and, as you have since requested self-exclusion, your account cannot and will not be reopened. I understand that you are no longer interested in reopening your account. While I am still in discussions with the casino team, based on my experience with them, a favorable resolution of your complaint seems rather uncertain.

ok in fact im not interested in this matter anymore now

so if u dont mind u close this case

and i said last time i deposited here is months ago so there would be nothing that i get back about this case

cuz i used only bonus balance without deposit to win 9000¥

Dear Avirex,

Yes, that was one of the issues. Since your gameplay was only with a bonus balance or bonus funds for the last couple of months without a real money deposit the casino team questioned your eligibility for the bonus winnigs. I fully understand your loss of interest in this case and I will not engage in further investigation.

We’ve rejected this complaint as per the player’s request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

Best regards,

Michal

Casino Guru