The player from Portugal had successfully made a 20-euro deposit via bank transfer but faced issues as the casino did not acknowledge the transaction or respond to his complaints. Despite providing transaction details and documenting evidence, the player felt ignored and disrespected by the casino's customer service. The issue was resolved when the player received the deposit back into his casino account after three days, despite initially requesting a return to his bank account. The complaint was marked as resolved by the Complaints Team.
Playio Casino - Player's deposit has not been acknowledged.
Amount: €20
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.
6.8
Playio Casino has a Safety Index of 6.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Good evening, I am writing to ask for your help. I made a 20-euro deposit via bank transfer from my Revolut account. The payment went through, and at the same moment, I received a payment confirmation with all the details, as well as the transaction details from my Revolut account. However, when I filed a complaint via chat, I was completely ignored. I provided all the details, including the transaction number, but they mocked me by asking for the deposit ID.
After a few minutes, they asked me to wait, wait, and wait, and then the chat disconnected, and nothing happened. I have sent emails with all the details, including PDF files of the transaction and screenshots, yet no response. Guru, please help me. I have also messaged them stating that due to their lack of respect, I demand my money back and will not be returning to this casino. Horrible! The service is terrible. Once again, please, Guru, help me.
Automatic translation:
Public
Public
3 months ago
Dear Madnessboy,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Please forward your payment receipt to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 months ago
Translation
Hello, yes it was my first and last deposit! And I've already demanded that they send it back to my bank account because I don't want anything to do with that casino!
Automatic translation:
Public
Public
3 months ago
Translation
In the meantime, I've sent the proof you asked for. I hope to resolve this 🙏
Automatic translation:
Public
Public
3 months ago
I completely empathize with your frustration, Madnessboy. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 25 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
Public
Public
3 months ago
Translation
I've already received the deposit, three days later. Sorry to inform you now. When I had asked them to return it to my bank account, they put it in the casino account... normal... I ended up spending it. This casino never again
Automatic translation:
Public
Public
3 months ago
Dear Madnessboy,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
