RESOLVED: PLAYIO Casino

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Last post made 24 days ago by JovanaV
dadarius
  • Started by
  • dadarius
  • Germany Newbie 5
  • last active 23 days ago

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  • dadarius
    • Started by
    • dadarius
    • at Aug 08, 24, 06:41:55 PM
    • Germany Newbie 5
    • last active 23 days ago
    Original Deutsch Translation English

    Hallo, habe bei Playio Casino im Spiel ZENTAURUS POWER SPINS die Risikoleiter auf 140 Euro gedrückt...das Spiel friert direkt danach ein und ich kann die 140 euro nicht annehmen...zudem hat sich mein aktueller Kontostamd auf 0 gesetzt ich weiß aber das da noch ca.200 Euro darauf waren!!!

    Alle Versuche (st. ca 2 Wochen) mt de Kundendienst eine Lösung zu finden schlugen fehl..man erwartet von mir daas ich inder Bet-History den Vorgang selber entdecke und die Id etc... durchgebe...ABER wenn ich versche die BET HIstory zu durchsuchen---kann ich jedesmal nur den Verlauf für 1 Stunde des jeweils eingestellten Tages durchsuchen...dann schmiert auch die eite hoffnungslos ein und ich kann nicht weiterscrollen ...

    Bitte Bitte sag mal einer da Bescheid...damit es weitergeht...ich kann gegen die Ignoranz vom Kundendienst nicht mehr an!

     

    Hello, I pressed the risk ladder to 140 euros in the ZENTAURUS POWER SPINS game at Playio Casino...the game froze immediately afterwards and I couldn't accept the 140 euros...plus my current account balance was set to 0, but I know that there was still about 200 euros on it!!!

    All attempts (about 2 weeks) to find a solution with customer service failed. They expect me to discover the process myself in the Bet history and give the ID etc. BUT if I try to search the BET history, I can only search the history for 1 hour of the day I have set... then the page becomes hopelessly slow and I can't scroll any further.

    Please, please let someone know...so that things can continue...I can't stand the ignorance of customer service anymore!

    Power Spins

    2.9/ 5

  • JovanaV
    • Replied by
    • JovanaV
    • at Aug 09, 24, 03:47:38 AM
    • Serbia Moderator 1407
    • online

    Dear dadarius, 

    Sorry to hear that you are facing this kind of issue. 

    Please note that we don't have this brand listed, but we will try to reach out to them. Please send us your casino username via private message so that we could contact the casino and try to assist you further.

    Thank you.

  • JovanaV
    • Replied by
    • JovanaV
    • at Aug 12, 24, 05:00:27 AM
    • Serbia Moderator 1407
    • online

    Dear dadarius,

    Thank you for providing us with your account details. We've sent an email to the casino. Please keep an eye on this thread for updates.

  • JovanaV
    • Replied by
    • JovanaV
    • at Aug 15, 24, 05:59:16 AM
    • Serbia Moderator 1407
    • online

    Dear dadarius,

    We still haven't heard back from the casino so we've sent them a reminder email now. Keep you posted on this thread.

  • JovanaV
    • Replied by
    • JovanaV
    • at Aug 16, 24, 04:19:05 AM
    • Serbia Moderator 1407
    • online

    Dear dadarius,

    We've received a response from the casino stating:

    We reached out to the customer in order to find out the details to pinpoint the bet in question.

    As of right now, the investigation is ongoing and we will inform the customer as soon as there are updates.
     
    Best regards,
    Customer Support

  • JovanaV
    • Replied by
    • JovanaV
    • at Aug 20, 24, 06:50:41 AM
    • Serbia Moderator 1407
    • online

    Hello dadarius,

    Any updates regarding your case? Did the casino reach out to you?

  • JovanaV
    • Replied by
    • JovanaV
    • at Aug 26, 24, 06:42:36 AM
    • Serbia Moderator 1407
    • online

    Hello dadarius,

    We got a response from the casino stating the following: 

    We would like to inform you that as a result of a thorough investigation with the game provider, the win in question was credited to the customer's account today (26.08.2024).

    Would you please confirm this information so that we can mark this complaint as resolved?

    Thank you.

  • JovanaV
    • Replied by
    • JovanaV
    • at Aug 29, 24, 08:01:38 AM
    • Serbia Moderator 1407
    • online

    Since it's been 48 hours and we haven't heard back from the member, yet we have the response from the casino, we will mark this complaint as resolved.

  • dadarius
    • Replied by
    • dadarius
    • at Sep 20, 24, 07:50:45 PM
    • Germany Newbie 5
    • last active 23 days ago
    Original Deutsch Translation English

    Erstmal danke für eure Hilfe eure Seite rockt!!!

    Dann zu meinem Problem....meinKontostand lag bei Gewinn nicht bei 0...ich weiß leider nicht mehr gensu wieciel es war...aber ich bin sicher eswaren über 200 euro...dieses geld habe ich noch immer nicht erhalten.

    First of all, thank you for your help, your site rocks!!!

    Then to my problem...my account balance was not 0 when I won...unfortunately I don't remember exactly how much it was...but I'm sure it was over 200 euros...I still haven't received this money.

  • JovanaV
    • Replied by
    • JovanaV
    • at Sep 23, 24, 03:54:49 AM
    • Serbia Moderator 1407
    • online

    Hello dadarius,

    We have contacted the rep to find out what is happening. We will update you once we receive a response from them.

  • JovanaV
    • Replied by
    • JovanaV
    • at Sep 23, 24, 04:34:44 AM
    • Serbia Moderator 1407
    • online

    Dear dadarius,

    We've received a response from the casino stating the following:

    As the complaint was about the missing win and not the funds that the customer lost while playing, we believe that after the customer was credited the missing win, the issue can be considered resolved. Unfortunately, we are unable to assist in recovering funds which have been lost.
    After repeated reviews of the customer's balance flow, we found no events of the customer's funds "disappearing".
     
    Best regards,
    Customer Support.

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