The player from Portugal successfully made a 20-euro deposit via bank transfer but is facing issues as the casino has not acknowledged the transaction or responded to his complaints. Despite providing transaction details and documenting evidence, the player feels ignored and disrespected by the casino's customer service.
Playio Casino - Player's deposit has not been acknowledged.
Amount: €20
Playio Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for player to reply
16d 3h 1m 28s
Case summary
1 week ago
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2 weeks 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.
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1 week 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
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1 week 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!
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1 week ago
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In the meantime, I've sent the proof you asked for. I hope to resolve this 🙏
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1 week 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.
Madnessboy has 16d 3h 1m 28s to reply
Petronela is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
