Playio Casino - They are withholding my withdrawal

GELÖST

Sleepy11 Portugal

Hi there.

I hope you are well.

On 06/07/24 I won Є1791.62 on Playio. I made a withdrawal and then begun, and completed their extensive verification process. I attach screenshots.
I then received an email saying -
"We hereby inform you that the Verification of your account will be completed once having confirmed your IP: to do so, we kindly ask you to simply log in using mobile or public network and contact us in chat.

Please note that the usage of any kind of IP masking services (VPN) is strictly prohibited by our Terms and Conditions and may lead to the closure of the account."

To which I replied -
"Your site won't let me login without using a VPN.

You let me sign up for an account no problem from Portugal, as per my address, but the site won't let me in without VPN.

Please not confirm my account is verified and process my withdrawal."

I have checked through their terms and there is no mention of VPNs whatsoever.

I have made a formal complaint, and I have still not received a reply.

If you could please help with this, I would very much appreciate it.
Please let me know if you require anything else for me.

Thank you.

Playio Casino

Hi,
Please share your email and username.

Thanks,
Playio

Sleepy11 Portugal

Sure, no problem.

< personal information removed >

Thanks.

AskGamblers

Dear Playio Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers

Dear Playio Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Playio Casino

Dear Sleepy11,
We want to inform you that your account has been successfully verified and the pending withdrawal has been paid.
Therefore, the case has been resolved by us.

Thank you for being so patient.

Best Regards,
Playio

AskGamblers

Dear @Sleepy11,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Sleepy11 Portugal

Hi there.
I hope you are well.
I can confirm I have now received the funds.
Thank you for your help, I appreciate it.

Kind regards.

AskGamblers

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Playio Casino - They are withholding my withdrawal

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