Playamo Casino - El jugador tiene dificultades para retirar dinero a su MasterCard.

Hello, they still send me by email that I can't withdraw 700 euros via mastercard, but it was also via mastercard, so I don't see the problem why they can't send me, it wasn't written in the terms, still just excuses, terrible casino

Dobrý den, stále mi posílají emailem, že nemůžu vybrat 700 eur přes mastercard, ale v klad byl taky přes mastercard, tak nevidím problém proč mi to nemůžou poslat, v podmínkách to psané nebylo, pořád jenom výmluvy, strašné kasino 

Dear Marek,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions; withdrawal policy, and this is what I found:

"For Mastercard, the following countries are supported: Andorra, Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Luxembourg, Malta, Monaco, Netherlands, Norway, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, and United Kingdom."

Have you been offered any alternative methods to withdraw your funds or a reason why it wasn’t possible? Since Czech Republic is one of the supported geolocations, there may be a temporary problem with payment provider. I truly believe that we will be able to help you to resolve this unpleasant situation as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much Marek for providing all the necessary information. I will transfer now your complaint to my colleague Matej 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.

Hello, I called my Unicredit bank saying Mastercard accepts payments and withdrawals quite normally, so the blame is on the casino PLAYAMO !! They emailed me from the casino to try another method of withdrawal such as Skrill, Neteller, Payzec etc. But they don't work for me anyway. And yet, I have to do min. deposit through this method and then everything will be fine. After all, I will not give them a deposit when they have to pay me 700eur.Uz really tired of it.

Dobrý den, volal jsem do mojí banky Unicredit, říkali že Mastercard přijímá platby i výběry úplně normálně, takže vina je na straně kasina PLAYAMO!!Psali mi z kasina na email, že mám zkusit jinou metodu výběru např. Skrill, Neteller, Payzec atd. Jenže ty mi stejně nefungují. A ještě, že mám provést min. vklad přes tuto metodu a pak bude vše v pořádku. Přece jim nebudu dávat vklad, když mi mají vyplatit výhru 700eur.Uz mě to opravdu unavuje. 

Hi Marek.

Sometimes a payment method is dropping out of the list or the casino has a temporary problem with that method (the paying company is changing) try to make a Neteller account and verify it (make a deposit of € 20) and your selection should then be approved. Please make sure you don't violate any terms (if you played with the bonus) before you deposit. Playamo casino has a rating of 4.8 so I would be careful, I will check your account and your game and after the withdrawal has been approved. (so if you have violated any bonus terms or other general terms you may not be able to withdraw the € 700 but cancel them) If you are sure that you have fulfilled everything, I would do the Neteller in your place. I have him Sam and I can't praise him.

Sincerely, Matej

Ahoj Marek.

Obcas sa stava ze nejaka payment metoda vypadne zo zoznamu alebo ma kasino docasne problemy s danou metodou (meni sa spolocnost ktora platby sprostredkuje) skuste si spravit Neteller ucet a verifikovat ho (spravit vklad za €20) vas vyber by mal byt potom schvaleny. Este sa prosim pred vkladom presvecte ze ste neporusil ziadne podmienky (ak ste hral s bonusom)  Playamo kasino ma od nas rating 4.8 tak by som bol obozretny, budu Vam kontrolovat ucet a Vasu hru az po tom co bude vyber schvaleny. (takze ak ste porusil nejake bonusove podmienky alebo ine vseobecne podmienky moze sa stat ze tych €700 nevyberiete ale vam ich zrusia) Pkial ste si ale isty, ze ste vsetko splnil tak by som si na Vasom mieste ten Neteller spravil. Sam ho mam a neviem si ho vynachvalit.

S pozdravom, Matej

Hello, I am not aware of playing with the bonus. Yesterday I tried to make a withdrawal via bank transfer, so I wait. So far it is in the stage of "waiting for approval" so I'll see

Dobrý den,nejsem si vědom, že bych hrál s bonusem. Včera jsem zkusil udělat výběr přes bankovní převod, tak čekám. Zatím to je ve fázi "čeká na schválení" tak uvidím 

Please note that each payment method needs to be verified. So it will take a while, but you should be able to withdraw the money. We will leave the complaint open and if there are any problems we will deal with the casino.

Počítajte prosím s tým, že treba každú platobnú metódu overiť. Čiže bude to asi chvíľku trvať, ale mali by ste byt schopný peniaze vybrať. Necháme sťažnosť otvorenú a ak sa niekde vyskytnú problémy budeme ich riešiť s kasínom.

Hello, and how long does it take to verify my payment? Bank transfer should be without problems right? But it seems to me that they always find something to avoid having to pay the prize !!!

Dobrý den, a jak dlouho jim trvá ověření platby? Bankovní převod by měl být bez problémů ne? Ale mě připadá, že si vždy něco najdou aby nemuseli vyplatit výhru!!! 

Do not worry, if you did not break any conditions should not be the smallest problem with it and 700 € is not that high amount.

Nebojte sa, pokial ste ziadne podmienky neporusil nemal by s tym byt najmensi problem a 700€ neni zas tak vysoka ciastka.

Good evening, and how long does it take them to approve? Will there be any problem that I withdraw through a bank account?

Dobrý večer, a jak dlouho jim to trvá, to schválení? Nebudou mít zase nějaký problém, že vybírám přes bankovní účet? 

This is idividual. Have you verified your bank account in some way?

To je idnividualne. Uz ste nejakym sposobom overil Vas bankovy ucet?

Hello, I didn't verify my bank account, and nobody wanted me to

Dobrý den, bankovní účet jsem neoveroval, ani to po mně nikdo nechtěl 

The casino will in no case pay out money to an account that has not passed verification. Payment will be declined and will require you to verify your bank account. You can just let it go so they'll say something is wrong. In the meantime, I recommend that you check on their site what documents you need to send to verify your bank account and you can start sending it.

Kasino v ziadnom pripade nevyplati peniaze na ucet ktory nepresiel verifikaciou. Platba bude zamietnuta a vyziadaju si od Vas verifikovanie bankoveho uctu. Kludne to mozete nechat tak oni sa ozvu ze nieco nie je v poriadku. Medzitym doporucujem pozriet sa na ich strankach ake dokumenty treba poslat na verifikovanie bankoveho uctu a mozete m to zacat posielat.

Hello, again it did not pass, even through a bank account, that it is not supported through my region. So I founded Netteler to post min. the amount and then the withdrawal as they want from the casino, and again something goes wrong, I can't deposit, even if I checked the account, just everything as they want, it tells me that I have a small balance on the deposit, i when the money is there I don't really know, I'm desperate.

Dobrý den, tak opět to neprošlo, ani přes bankovní účet, že prý to není podporováno přes můj region. Tak jsem si založil Netteler, abych vložil min. částku a pak zadal výběr, tak jak to chcou z kasina, a zase něco nejde, nejde mi vložit vklad, i když jsem si ověřil účet, prostě všechno, tak jak to chcou, píše mi to že tam mám malý zůstatek na vklad, i když tam peníze jsou, tak už fakt nevím, jsem už zoufalý. 

The best thing to do is to ask them right here in the complaint.

Najlepsie bude spytat sa priamo ich tu v staznosti. 

Playamo Casino representatives, could you please help Marek to make withdrawal.

Hi, so if the casino doesn't respond, the complaint is unresolved? And that ends it all? Thank you Marek

Ahoj, takže když se casino neozve, tak stížnost je nevyresena? A tím to všechno končí? Děkuji Marek

Fortunately, this does not work if the complaint is not resolved so we close it as unresolved but the casino will generate something that we call the "black points" that affect the casino's rating. If the casino wants to improve the rating, it will have to handle your complaint. But this only happens in cases where communication with casinos ties, I know this group and I am almost sure we will find a solution.

Našťastie takto to nefunguje, ak by sťažnosť nebola vyriešená tak ju uzavrieme ako nevyriešenú ale kasínu vygeneruje niečo čo voláme „black pointy" ktoré vplývajú na hodnotenie kasína. Ak si bude kasíno chcieť hodnotenie zlepšiť bude musieť vybaviť vašu sťažnosť. Toto sa ale stáva len v prípadoch kde komunikácia s kasínami viazne, túto skupinu poznám a som si takmer istý, že riešenie určite nájdeme.

Hello all,  

First of all, thank you for your patience.  

I want to ensure Marek, you have violated nothing, your account is verified, which means that there are no restrictions from our side.  

The bad news is that our banking payment merchant is not working with your bank. Due to that, we can see that your MasterCard cashouts were rejected, as well as your Bank Transfer request.  

As Matej previously said, we suggest you to use any supported e-wallet, like Neteller. But to make it active for the cashouts you need to perform a minimum deposit first.  

I want to repeat myself, Marek, your account is verified, you are OK to cashout. And I am here to help you with that.  

Kind regards,  

Vlad  

Hello Vlad, but I can not make a deposit on Netteler, always rejected, even if the account is verified and the money is there, so when I wanted to make a deposit of 20 euros, I wrote a lack of money in the account so I really do not know.

Dobrý den Vlad, jenomže nejde mi provést ani vklad na Netteleru, vždy zamítnuto, i když účet ověřen a peníze tam jsou, tak když jsem chtěl provést vklad 20 eur, napsalo mi nedostatek peněz na účtu tak už fakt nevím. 

And I called the bank, they said everything was fine with them, that the problems were on your side. And when the money is deposited so can any method, it is very interesting that ??? !!! But the choice is already a big problem for you.

A do banky jsem volal, říkali, že u nich je vše v pořádku, že problémy jsou na vaší straně. A když se peníze vkládají tak se může jakoukoliv metodou, to je velmi zajímavé že???!!! Ale výběr už je u vás velký problém. 

Hello Marek, 

As I can see, the merchant is declining the deposit with the reason "Insufficient balance". 

But, accordingly to your balance I can assume that the reason is different. 

I will contact the finance team. Will be back shortly. 

Hi, so what did you solve? I'm just waiting. Marek.

Ahoj, takže co jste vyřešili? Stále jenom čekám. Marek. 

Hey! 

Sorry for the delay, we made a request to the bank and Neteller to find the reason for the decline. 

From available methods right now you have Skrill, Coinspaid (it's BTC/currency way to cashout/deposit), Bank Transfer. 

About the Bank Transfer  - it was declined because the details you have entered was incorrect. You can request it, notify me here and I will try to push to make it faster, however BT always takes days to arrive. 

When we will have an update about Neteller and the bank, I will give an update. 

Thank you! 

Kind regards, 

Vlad. 

Hi well so wait what happens next, I hope that everything clear and I can withdraw my money, I'm quite in a hurry, I'm in financial distress. Thank you Marek.

Ahoj dobře tak počkám co bude dál, doufám, že se vše vyjasni a mohu moci vybrat své peníze, už na ně docela spěchám, jsem ve finanční tísni. Děkuji Marek. 

CoinsPaid was also rejected for me

CoinsPaid mi byl také zamítnut 

And by bank transfer, I don't know what to do wrong.

A bankovním převodem, nevím co bych měl nesprávně. 

Marek,  

I have an update for you regarding the Neteller issue:

After checking our internal system, we could confirm that there is no issue with your NETELLER account.

Please advise our mutual client to contact our Customer Support team on the following phone number/email address: +44 20 3308 9525/ help@neteller.com

You can give them a ring and they will check the your case. 

Regarding the card payment, we are still waiting for they response. 

Hi, Netteler is not responding to the news, I don't know what to do, how to withdraw money?

Ahoj, Netteler mi neodpovídá na zprávy, už nevím co dělat, jak vybrat peníze? 

Hey Marek, 

You can use Skrill (need to first deposit to cashout), Bank Transfer or Coinspaid. 

We cannot see any restrictions for you to use the Neteller, however, if it is not available for you, please contact Neteller support. 

If you wish to use the Bank Transfer, please make sure to enter correct details. 

If you decide to use Skrill, please note that you need to deposit, before you make a cashout. 

Thank you. 

I have already tried bank transfer and you wrote that it is not supported for my region, CoinsPaid is also rejected, mastercard is also rejected, but everything is rejected from your casino so the problem is with you !!!

Bankovní převod už jsem zkoušel a napsali jste mi že není podporován pro můj region, CoinsPaid taky zamítnut, mastercard taky zamítnut, ale vše je zamítnuto z vašeho casina tak problém je u vás!!! 

Hey Marek,  

I have never said that the Bank Transfer is unable in our region, maybe you have received such notification from someone else? 

CoinsPaid method is available, as well as Skrill. 

You can also show the available deposit and withdrawal methods for you with the screenshots and we can choose form there. 

Hi, I tried bank transfer, you forgot it. CoinsPaid also rejected, I already wrote it to you, the mastercard on the selection method is not at all, and Netteler has disabled transfers to the casino, I have already found out, I am sending it in screenshot, need your merchant transfer code, reference ID.

Ahoj, bankovní převod jsem zkoušel, zamitly jste mi to. CoinsPaid také zamítnut, už jsem vám to psal, mastercard na volbě metody výběru vůbec není, a Netteler má zakázáno převody do casina, už jsem to zjistil, posílám v screenshotu, potrebujou vaší kód převodu obchodníka, referenční ID. 

And what was my bank account for incorrect information?

A co jsem měl na bankovním účtu za nesprávné údaje? 

Hi, now I made a withdrawal via bank transfer, everything filled in correctly + documents sent, last chance, then I really do not know, but I want my money !!!!!!!!!!!!!!!!!!

Ahoj, teď jsem udělal výběr přes bankovní převod, vše vyplněno správně +dokumenty poslány, poslední šance, pak už opravdu nevím, ale chci svoje peníze!!!!!!!!!!!!!!!!!! 

Vlad could you please look at it, and in case that something is wrong again, give the Marek info about what was wrong.

Hello all, 

First of all, thank you for your patience.  

Marek, as I can see, you have selected a Bank Transfer, bad things that it's working only weekdays and it's the longest way to cashout. I will do my best to make it done ASAP, I have already forwarded a request to the finance team. 

Once I have an update, I will let you know right away. 

Kind regards, 

Vlad

Playamo. 

Okay, I'll be waiting for the money

Ok, budu čekat na peníze 

Marek, 

Good news, finally! The cashout was approved, money are on their way to your bank account. Hopefully you will receive it today-tomorrow. Please, keep me posted. 

Kind regards, 

Vlad. 

Excellent news, we wait until Marek confirms that he received the money and then we close the complaint.

Hello, I will wait, hopefully the money will arrive as soon as possible, I will inform

Dobrý den, budu čekat, snad peníze dorazí co nejdříve, budu informovat 

Hello, How long does it take to transfer money to my bank account?

Dobrý den, jak dlouho trvá převod peněz na bankovní účet? 

Hey! 

Bank Transfer can take up to 5 business days to come. We need to be a bit more patient with this one, hopefully you are :) 

Do you have any updates regarding your case?

Did you receive the withdrawal?

Yes, everything is fine, the money is already in the account. Thank you for everything.

Ano, už je vše v pořádku, peníze už jsou na účtě. Děkuji za všechno. 

Glad to hear.  

Thanks, Marek and Vlad, for cooperation.

I am closing the complaint as "solved" and wish Marek good luck in the next game.