PlayiO Casino - Аккаунт игрока был неожиданно закрыт.

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.

Hallo heute wurde ohne Vorwarnung mein Konto gesperrt. Ich habe versucht meint dem Casino Kontakt aufzunehmen aber ohne Erfolg . Keiner will mir sagen warum meine Konto gesperrt wurde. 

Ich habe eine Auszahlung gemacht und diese wurde storniert auch ohne Vorwarnung. 

Ich weiß nicht warum mein Konto sperrt wurde und bekomme vom Casino auch keine Antwort dazu. 

Mein erspielte Geld soll wohl auch weg sein 

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

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

Hallo , ich habe ohne aktiven Bonus gespielt. Ich habe Spielautomaten gespielt.

Verifizieren musste ich mich noch nicht . Das Casino sagte mir das sie noch keine Dokumente brauchen

es war bei diesem Casino meine erste Auszahlung

Do you also get an answer from them?

Bekommt man auch eine Antwort von ihnen ?

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.

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!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of PlayiO Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Ok, I would have thought that something would happen here in another 5 months.

I'm curious to see what comes out of it

Ok ich hätte noch gedacht das hier noch 5 Monaten noch was passiert.

bin gespannt was dabei rauskommt

Dear riehni,

We are sorry to hear about for your experience. We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible. Thank you for being so patient with us! We really appreciate it.

Best regards,

Playio team.

Dear riehni,

I hope this message finds you well.

According to the information provided by the appropriate department, it is necessary to complete the verification of your account.

Upon the successful completion of the account verification, your requests will be processed accordingly.

Thank you for your understanding.

Kind regard,

Playio Casino Team

Okay, so what does that mean for me? What do I have to do now?

Ok und das heisst jetzt für mich ? Was muss jetzt tun ?

I will send you all the necessary documents by email

Ich gehe ihnen alle erforderlichen Unterlagen per Mail zukommen lassen

Hello riehni,

Just a reminder regarding the your requested documents for verification.

Waiting for your update.

Best regards,

Playio team.

I didn't receive any email from them

Ich habe keine Mail von ihnen bekommen

Unfortunately, I haven't heard from you for days. I don't know what's going on.

Leider höre ich seit Tagen nichts mehr von Ihnen. Ich weiß leider nicht wie es weitergeht

Dear riehni,

We apologize for the delay.

At the moment, we are still awaiting feedback from the relevant department regarding your case. Please rest assured that we are actively following up and will get back to you as soon as possible.

We appreciate your patience and understanding in the meantime.

Best regards,

Playio team.

Dear riehni,

We would kindly like to inform you, that we received your information and forwarded them to the relevant department, which will finalize your payment in the nearest time.

Thank you for your patience and cooperation.

Best regards,

Playio team.

Thank you for the update PlayiO Casino representative.

Dear riehni, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Nothing has happened to date. It will probably take some time. Since the casino is dragging its feet,

Bis heute ist nichts passiert. Das wird wohl noch dauern. Da es ja sehr in die Länge gezogen wird vom Casino

Now I have received a notification that something has been canceled.

I'm starting to lose track of her.

Nun habe ich eine Mitteilung bekommen das irgendwas storniert wurde.

Ich sehe ihr langsam nicht mehr durch .

I now always receive notifications from them (the casino) that the payout they initiated has been cancelled.

I don't understand anything anymore.

I just want my money back

Ich bekomme jetzt immer zu Mitteilung von ihnen ( also dem Casino ) das die Auszahlung die sie veranlasst haben storniert wurden .

Ich verstehe nun gar nichts mehr.

icv möchte doch nur einfach endlich mein Geld wieder haben

Dear riehni,

We have requested for your payment details via email.

Once we receive your payment details we will provide an update as soon as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Playio team.

The payment was received in my account today

Die Zahlung ist heute auf meinem Konto eingegangen

Dear riehni,

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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Peter