PlayiO Casino - Player claims that payment has been delayed.

i made a deposit on the playio platform , i won 4400€, i made the withdrawal by card on the 16th but it wasn't withdrawn i contacted them 7 days later and they told me to cancel it and make it via bank transfer , so i did what they asked , the first bank request was made on the 19th , and so i haven't received it yet

Dear player,

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 the 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

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

hello, it hasn't been resolved yet, they're not saying anything

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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.

There were bonuses, but I canceled bonuses and they withdrew the amounts won with the bonus, I contact playio support only yesterday they told me that they have a high number of withdrawals. And today is the 15th day I've been waiting

Withdrawals are still under review

Dear player, could you please share a screenshot showing your currently pending withdrawals, including the dates and amounts?

Also, could you confirm whether any of the withdrawals have been received or if they are still pending?

None of the withdrawals have been received, I accidentally canceled the one for the 19th, so there's a new one for the 4th

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) 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.

Dear Sturg,

I am so sorry to hear about your problem with the PlayiO Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a PlayiO Casino representative to join this conversation and participate in resolving this complaint.

Dear PlayiO Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Sturg,

We have checked with your email and haven't found an account associated with the email you have provided. Can you please check if you provided the correct email and if not, kindly provide us with the correct one so we can review your complaint.

Best regards,

PlayiO Casino Team

Dear PlayiO Casino,

Thank you for joining the conversation. Since Sturg has already shared an email with us, could you please check if there is any account associated with this email?

Best regards,

Igor

Dear Sturg,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your withdrawals.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

PlayiO Casino team

Dear PlayiO Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Best regards,

Igor

Dear Sturg,

I hope this message finds you well.

We are pleased to inform you that all your withdrawal requests have been successfully completed.

Kind Regards,

PlayiO Casino Team

Dear Sturg,

Since PlayiO Casino has informed us that all withdrawals were processed on their end, could you please confirm this information?

Best regards,

Igor

Dear Sturg,

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.

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,
Igor
Casino.Guru