The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The player’s account was fully verified, but the casino had not processed his €17,000 withdrawal since November 15th, citing issues with verifying a physical card that did not exist due to payments made via Apple Pay. Despite attempts to communicate, the player did not respond to the Complaints Team’s requests for further information, and the casino was unable to locate his account with the provided email. Consequently, the complaint was closed due to lack of player response, with the option to reopen if the player resumed communication.
PlayiO Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €17,605
PlayiO Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Good day,
I won €31,000 at PlayIo and immediately started making withdrawals (3 x €500 per day, according to the casino's guidelines). PlayIo states that withdrawals should be processed within 2-3 business days.
Initially, my withdrawals went smoothly. Recently, however, they have become stalled. I currently have approximately €10,000 that I would like to withdraw. My current withdrawal request was submitted on November 15th. Today, November 25th, 10 days later, this withdrawal is still being processed.
I have contacted support several times. Unfortunately, I only receive standardized replies telling me that I shouldn't worry and that they cannot say exactly where the delays are coming from.
I am seriously concerned about my payment and therefore politely request a review and clarification of my situation.
Thank you in advance.
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear Requiemo,
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
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3 months ago
TranslationDear Casino.Guru Team,
Thank you for your feedback.
I would like to add that my account is fully verified and PlayIO support has repeatedly confirmed that all documents are correct on my end and that there are no outstanding checks.
The problem is therefore not with the verification, but with the fact that my withdrawal has not been confirmed or released by the casino since November 15th, even though support assured me that everything was fine.
Since the withdrawal has now remained unprocessed for 10 days and the casino hasn't provided any concrete explanation, I'm seriously worried about the situation. Especially since the first 3-4 €500 withdrawals went through initially, and now suddenly they're not, for no apparent reason.
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3 months ago
Dear Requiemo,
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.
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3 months ago
TranslationAnother problem is that the casino requires a verification card that doesn't actually exist; they want to see both sides of a physical card, even though all payments were made exclusively via Apple Pay. Apple Pay doesn't create a physical card with this number, as it's a virtual device number. This number doesn't actually exist and therefore cannot be photographed.
Additionally, I sometimes don't receive a reply to my emails.
In the live chat, I am always told to wait for an email; then there is no response or my questions are not answered.
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3 months ago
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*Edit*
The current amount is €17,000!
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3 months ago
Dear Requiemo,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila G.
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3 months ago
Dear Requiemo,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite PlayiO Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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3 months ago
Dear All,
We are unable to locate the player using the email address provided.
Please forward the correct email associated with the account so we can proceed.
Kind Regards,
PlayiO Casino Team
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3 months ago
Dear Requiemo,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jana
Casino.Guru
