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Good day,

I won 180,000 CZK (approx. 7,200 Euros) in the casino. When I asked for a withdrawal of CZK 100,000 and another CZK 80,000, they told me that withdrawal on my MasterCard was not possible. They asked me to provide documents for verification and I delivered everything and all documents were approved. They told me to choose another payment method. So I entered the address for my HW Bitcoin wallet, confirmed the address via email and again rejected my request that it was not supported in my country. (Bitcoin HW wallets are approved and supported worldwide). It forces me to set up another E-wallet over time (Mifinity).

Thank you in advance for your reply.

Dobrý den,

V casinu jsem vyhrál 180 000 Kč ( cca 7200 Eur ). Když jsem požádal o výběr 100 000 kč a druhý 80 000 kč, řekli mi, že výběr na moji MasterCard není možný. Vyžadovali po mě dodat dokumenty k ověření a vše jsem dodal a všechny dokumenty byly schváleny. Řekli mi ať si vyberu jiný způsob platby. Zadal jsem tedy adresu pro mou HW Bitcoinovou peněženku, adresu pomocí emailu potvrdil a opět mi žádost zamítli, že není do mé země podporována. ( bitcoinové HW peněženky jsou schválené a podporované celosvětově ). Nutí mě stále dokola zakládat další E-wallet ( Mifinity ).

předem děkuji za odpověď.

Dear Ondrista,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good day,

According to the customer support recommendations, I set up another payment method (e wallet Mifinity). I am currently waiting for its approval and then I will try to withdraw money in Playamo again. Of course, I will inform you about the next steps and negotiations with Playamo.

Thank you for the recommendation.

Dobrý den,

Dle doporučení zákaznické podpory jsem si založil další platební metodu ( e wallet Mifinity ). Momentálně čekám na její schválení a pak se pokusím znovu o výběr peněz v Playamo. Samozřejmě Vás budu informovat o dalším postupu a jednání s Playamo.

Dekuji za doporučení.

Perfect. Thank you very much for your cooperation. Unfortunately, sometimes opening a new e-wallet or creating a new payment method is the only way to receive your winnings.

Please keep me informed about any further developments.

good day,

Mifinity does not respond to my e-wallet approval requests or communicate by email. Playamo does not offer any other withdrawal option. I have no idea how to proceed so as not to lose the prize.

dobrý den,

společnost Mifinity nereagují na mé žádosti o schválení e-wallet ani nekomunikuje emailem. společnost Playamo nenabízí žádnou další možnost výběru peněz. Vůbec nevím jak dále postupovat abych o výhru nepřišel.

Thank you very much, Ondrista, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good day,

Playamo paid the money to E-Wallet Mifinity. Thank you very much for your support. I will definitely not recommend Playamo to anyone, because withdrawing money is really incredibly difficult.

Dobrý den,

Společnost Playamo peníze vyplatila na E-Wallet Mifinity. Mockrát děkuji za podporu rady. Společnost Playamo určitě nikomu nedoporučím, protože výběr peněz je opravdu neskutečně složitý.

Dear Ondrista,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru