Opened an account on 24/07/23 and deposited 200$. I didn't explicitly accept any bonus, but anyway an automatic 200% bonus was credited.

From that date played more than 1400$ bets and casino games, and only the casino games were counted as rollover. 

Contacted to live chat about that issue and told me that only bets above 1.4 are counted as rollover, and all my bets was over that.

Tryied to explain several times the case to support chat and only gets copy paste replies.

Dear paxman,

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. 

• Do I understand correctly that you placed bets on both casino games and sports?
• Do you know which bonus you played with? If possible, please post the bonus history or link to the bonus that was activated here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it 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,

Kristina

Dear Krinstina.

Thanks for your help on that case.

Forgot to mention that the real problem is that with the "new undocumented bonus rule" I cannot make any withdrawal because the rollover is not reached, and as any of my bets are counted I will never reach to complete the rollover.

I've contacted several times to live chat support, and last conversation was really disturbing.

They told me that only certain casino games counts as a wagering, and for sports bet only bets above cuota1,4 are counted.

Requested the t&c of the bonus and referes me to that link https://www.playing.io/help/DepositBonusTerms, where there is no cuota requeriment. I ask for some explanation and they told me that there was an pending update of that t&c.

You can see that there are conversations from a month ago to last 14th.

Every time I contact them they requested my user id and screenshots to see the problem, and their reply always was that escalates the case to relevant team and I must wait for the resolution. After a month I have no resolution yet.

I've sent you to your email some of the conversations with the support chat. There were about 4 more conversations but I didn't make screenshots. Also the full bet history. I cannot find the casino games history.

Let me know If you need something else.

Regards

Thank you very much, paxman, for your cooperation. I will now transfer your complaint to my colleague Peter ([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.  

Hi paxman,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Playing.io Casino to the conversation to participate in the resolution of this complaint.

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 paxman,

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 Antillephone Gaming Authority (http://www.kpvfaw.com/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter