The player from Germany had made multiple withdrawal requests totaling 1500 euros, but they were not processed within the specified timeframe. After receiving a limited response regarding the status of the withdrawals, the player's account became restricted, leaving him unable to log in. Support had denied the withdrawals without explanation, and the player was not receiving assistance through email. The Complaints Team had attempted to engage the casino for clarification on the account closure and forfeiture of winnings but received no response. Consequently, the complaint was marked as 'unresolved', and the player was advised to contact the Anjouan Gaming Licensing Authority for further assistance.
Playio Casino - Player’s account is under review and his withdrawals have been denied.
Black points: 390
Amount: €2,500
Playio Casino
Safety Index:Below averageSafety Index
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6.0
Playio Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
1 week ago
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3 months ago
Translation
On 12/17, I made two withdrawals, each for 500 euros. Another withdrawal was submitted on 12/18/2024. The withdrawals were not processed within the timeframe specified in the terms and conditions. Support has stopped responding. Consequently, I filed a complaint via email today. Shortly after, I received a response stating they were working on the withdrawal. About an hour later, access to my account was restricted. Upon logging in, I get the message "Your account is currently under review!" The chat support couldn't assist me and referred me to contact them via email, which I did. However, I am not receiving any responses there either.
So far, I have received only three emails stating that the withdrawal was denied. Without any reason.
Fact: My account has been restricted. I can no longer log in. Support cannot or does not want to help me. The withdrawals were denied without reason.
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3 months ago
Dear Tobiego,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing.
Could you please specify if you passed the full KYC verification, or at least submitted your identity documents for verification?
Have you made any successful withdrawals from this casino before?
Am I correct in understanding that the casino canceled all 3 of the withdrawals you requested, and you have no pending withdrawal requests in your account?
What types of games did you play? Were they slots, live casino games, or did you make bets on sports?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
Translation
Hello Veronika,
I am happy to answer the questions:
- The casino has not yet requested KYC. I offered to send the casino the documents and was told that no verification is required at this time.
- These were the first withdrawal requests. I had just registered at the casino for the first time.
- Correct, all three withdrawal requests were cancelled without reason. There are no open withdrawal requests on the account. The balance is currently 2,500.04 euros.
- I only played slots and live casino (roulette and blackjack). No sports betting.
- Additionally, I had no bonus funds on the account.
I contacted the casino again yesterday. They still didn't want to tell me the reasons. I was told to contact the casino by email. I haven't received a response to my emails yet. When I asked what was happening with my 2,500 euros, I was told that they wanted to pay it out by bank transfer. I received this information via chat. I didn't receive any official confirmation of this via email.
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3 months ago
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I would also like to add that I was again told today that no payment of 2,500 euros has been made.
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3 months ago
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I just asked again and received the following answer:
Ayob:
Thank you for your patience. Please note that according to the administration's decision, your account has been permanently closed and cannot be reopened. Please note that your winnings have been deducted and therefore you are no longer entitled to them. For more information, please contact us by email at: .
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3 months ago
Thank you very much, Tobiego, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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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2 months ago
Dear Tobiego,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Playio Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Playio Casino,
Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?
Thank you in advance for your response!
Best Regards,
Kubo
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2 months 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.
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2 months ago
Dear Tobiego,
I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.
If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best Regards,
Kubo
