The player from Germany had his casino account suspended without warning and cannot determine the reason. Additionally, a withdrawal request was canceled, and he is not receiving any responses from the casino regarding the status of his winnings.
Playio Casino - Player's account has been closed unexpectedly.
Amount: €1,500
Playio Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
Playio Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for casino to reply
3d 5h 32m 38s
Case summary
4 days ago
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Public
2 weeks ago
Translation
Hello, today my account was suspended without any warning. I tried to contact the casino but without success. No one will tell me why my account was suspended.
I requested a withdrawal, and it was canceled without any warning as well.
I don't know why my account was suspended, and I'm not getting any response from the casino about it.
It seems that the money I won is also gone.
Automatic translation:
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2 weeks ago
Dear riehni,
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 clarify your situation.
Did you accumulate your winnings with or without an active bonus?
What types of games did you play? Were they slots, live casino games, or did you make bets on sports?
Have you passed the full KYC verification, or have you at least submitted any identity documents to the casino for verification?
Could you please specify if you made any successful withdrawals from this casino before?
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
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2 weeks ago
Translation
Hello, I played without an active bonus. I played slots.
I didn't have to verify myself yet. The casino told me that they didn't need any documents yet
it was my first withdrawal at this casino
Automatic translation:
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2 weeks ago
Thank you very much, riehni, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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1 week ago
Hello there,
Thank you riehni for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Playio Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.
Thank you!
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4 days ago
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.
Playio Casino has 3d 5h 32m 38s to reply
