The player from Germany reported delayed withdrawals despite having a fully verified account and previous successful payouts. During the complaint process, the casino confirmed the withdrawals had been processed, and the player subsequently confirmed receipt of the funds. The complaint was closed as resolved.
PlayiO Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
PlayiO Casino
Safety Index 8.0 HighCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru Team,
I hereby file a complaint against Playio Casino.
I've been waiting for over a week now for my winnings to be processed and paid out. Currently, I have several pending withdrawals totaling €1,500 (3 x €500). These withdrawals have been showing as pending or being processed for days.
I have contacted customer service multiple times. Unfortunately, I receive the same generic answers and excuses each time, without being given a specific payout date. Despite my inquiries, the situation has not changed.
My account is verified and I have received payouts in the past. Therefore, I don't understand why the processing is taking so long this time.
I request that Casino Guru review the case and contact Playio Casino so that the outstanding payouts are processed as quickly as possible and transferred to my bank account.
Thank you for your support.
Best regards
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3 weeks 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 weeks ago
Dear Fcnc,
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 weeks ago
TranslationDear Casino Guru Team,
Thank you for your reply.
I would like to point out that my account is already fully verified (KYC completed). All requested documents have been submitted and confirmed.
Furthermore, I have successfully received payouts from this casino in the past. Therefore, the current delay cannot be attributed to a lack of verification.
For days now, customer service has been giving me the same general answers without providing a specific reason for the delay or a binding payment date.
I understand that payouts can take a few days, however, I find the current situation concerning. I request that you continue to document my case and intervene if the payout has not been received by the end of the 14 days.
Thank you for your support.
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1 week ago
Dear Fcnc,
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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1 week ago
TranslationThank you for your message.
Unfortunately, I still haven't received my payment. The status hasn't changed for days and remains "Processing." There have been no updates whatsoever.
The live chat gives me the same answer every time, without any concrete information or an update on my payout. This is very frustrating and I'm starting to get very worried.
Thank you for your support. I look forward to your feedback.
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1 week ago
Dear Fcnc, thank you for your response. 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?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.
Karla
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1 week ago
TranslationThank you for your message.
I will gladly answer your questions:
Yes, I have successfully received payouts from this casino in the past.
Yes, my account is fully KYC verified.
I achieved my winnings without an active bonus.
I played casino games, not sports betting.
Regarding communication with the casino, I have contacted their live chat several times. Unfortunately, I receive the same answers each time, and my situation remains unchanged. My withdrawal is still pending, and the status has not changed.
I will send you the existing screenshots of the communication and the payment status, or attach them here.
I really hope you can help me, as I have been waiting for my money for a very long time now and the situation is becoming increasingly stressful.
Thank you for your support
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6 days ago
Dear Fcnc,
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,Barbora, (barbora.p@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,
Karla Mayfly
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6 days ago
Dear player,
My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite PlayiO Casino representative to join this conversation.
Dear PlayiO Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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3 days ago
Dear Player,
We are writing to provide a clear update on your recent withdrawal requests:
12 June Request: Completed on our side, 3 July.
13 June Request: Completed on our side, 2 July.
14 June Request:Completed on our side, 3 July.
Please allow 3 to 5 business days for your bank to reflect the funds in your account.
As all pending payments have now been handled and there is no remaining balance to be processed, we consider this matter fully resolved.
Thank you very much for your patience and cooperation.
Kind regards,
Playio Casino Team
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3 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Fcnc,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Barbora
