PlayiO Casino - 選手の退出手続きが延期されました。

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.

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.

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