The player from Germany made multiple withdrawal requests totaling 1500 euros, but they were not processed in the specified timeframe. After receiving a limited response about the status of the withdrawals, the player's account became restricted, leaving him unable to log in. Support has denied the withdrawals without explanation, and the player is not receiving assistance through email.
Playio Casino - Player’s account is under review and his withdrawals have been denied.
Amount: €2,500
Playio Casino
Safety Index:Above averageSafety Index
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6.8
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Case opened
Current status
Waiting for Casino Guru to reply
6d 21h 6m 20s
Case summary
2 hours ago
Public
Public
23 hours 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.
Automatic translation:
Public
Public
5 hours 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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