The player from Germany had successfully withdrawn €500 in Bitcoin, but Trade Republic reversed the transaction due to the requirement for a Legal Entity Identifier (LEI). Despite multiple attempts to resolve the issue via chat and email with Playio, he did not receive any assistance and the matter remained unresolved. The Complaints Team requested additional information and correspondence to investigate the case but did not receive a response from the player. Consequently, the complaint was closed due to lack of communication, with the option for the player to reopen it in the future.
PlayiO Casino - Player’s withdrawal has been delayed.
Kapandi
Our verdict
Player stopped responding
Amount: €500
PlayiO Casino
Guvenlik Endeksi 8.0 YuksekCase summary
Tartisma
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1 month ago
Translation
I withdrew €500. After the usual withdrawal period, a Bitcoin payment did indeed arrive in my wallet. I chose Bitcoin because I didn't want it to take too long. Unfortunately, Trade Republic didn't release it because they wanted to identify the sender. I was supposed to provide a Legal Entity Identifier (LEI). I tried to obtain this for three days without success, neither via chat nor email. In chat, they told me to send an email, but I never received a reply to my multiple emails. Now it's too late. Trade Republic has reversed the transaction. Playio is playing dumb again. They don't understand my issue in chat. Naturally, I'm not getting any response to my emails.
Otomatik ceviri:
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear indie2000,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please provide some more details surrounding the payment that has been returned to the sender?
- Could you also share any correspondence you have had with the casino and the payment provider?
You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
Dear indie2000,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
