I cannot complete verification process in the casino since the beginning of January. I need to verify my phone number but cannot get verification codes. Despite the fact that my number is active and I use it for calls and messaging without issues I never received code from the casino. After many attemts to receive a code I tried to contact support for help. They don't reply to my emails and are not helpful in chat. To say truth they replid only once during this period. I explained my issue. The operator promised that case was escalated to relevant department. It was in February, but after that I still cannot contact them. They have terrible service. This casino doesn't want to pay winnings.

Dear Pulina,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playing.io Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Did the casino try to verify your phone number in any other way?
• Is the verification of your phone number the only obstacle in completing account verification in the casino to your knowledge?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post 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,

Tomas

Dear Tomas,

No, they didn't try to verify my phone number, just asked few questions and disappeared again. You will see in emails that I forwarded to your email address.

At the moment when I am trying to request a withdrawal it asks me to go through KYC verification and button for verification phone number appears. After clicking it I send code to my phone number which I couldn't get. Therefore I was trying to contact support. I don't know, maybe after phone verification I will be asked to go through further steps, but at the moment I cannot see this.

Thank you very much, Pulina, for providing the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Pulina,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Playing.io Casino representative to join this conversation.

Dear Playing.io Casino, could you please provide more information about this case?

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Pulina,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina