PlayiO Casino - Die Rücknahme des Spielers hat sich verzögert.

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.

Ich habe 500 auszahlen lassen. Nach den bekannten Auszahlungszeiträumen kam tatsächlich eine Bitcoin Zahlung auf meiner Wallet an. Ich habe das als Bitcoin gemacht, weil es nicht so lange dauern sollte. Leider hat Trade Republic diese nicht freigegeben, weil sie den Absender Identifizieren wollten. Ich sollte dazu eine Rechtsträgerkennung (LEI) angeben. Diese habe ich versucht 3 Tage zu bekommen ohne Erfolg. Weder per Chat noch per Mail. Per Chat sagten sie ich sollte eine Mail schicken, auf mehrere Mails kam nie eine Antwort. Jetzt ist zu spät. Trade Republic hat das Geld zurückgebucht. Playio stellt sich wieder dumm. Im Chat verstehen sie mein Anliegen nicht. Natürlich bekomme ich keine Antwort auf Emails.

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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

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.

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