Playio Casino - Акаунтът на играча е затворен неочаквано.

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