The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The Complaints Team had communicated with the player, advising patience and cooperation with the casino while waiting for the withdrawal to process. However, after extending the inquiry period and receiving no response from the player, the complaint was rejected due to a lack of information to investigate further.
PlayiO Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €11,500
PlayiO Casino
Safety Index 8.0 HighCase summary
Discussion
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Public
1 year ago
Translation
I won a total of EUR 11,500 on the site mentioned above and currently have EUR 1,500 in payouts. I requested the payouts between March 8, 2020, and March 10, 2025, as they can only withdraw EUR 500 per day. After waiting for the 3-5 day processing time stipulated in the terms and conditions and receiving no response, I contacted support several times. They forwarded the matter to the financial department. I never heard back from them. I always get the same response from support: that I should be patient and that they are in arrears. I now have the feeling that the site is no longer paying anything. I have already sent documents for verification, but they are not necessary at this time. I feel a bit ripped off. I hope my winnings aren't lost, as I deposited a large sum on the site. If you could help me here, I would be very grateful!
Automatic translation:
Public
Public
1 year ago
Dear Gologarp98,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 year ago
Dear Gologarp98,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
