The player from Germany had made multiple withdrawal requests totaling 1500 euros, but they were not processed within the specified timeframe. After receiving a limited response regarding the status of the withdrawals, the player's account became restricted, leaving him unable to log in. Support had denied the withdrawals without explanation, and the player was not receiving assistance through email. The Complaints Team had attempted to engage the casino for clarification on the account closure and forfeiture of winnings but received no response. Consequently, the complaint was marked as 'unresolved', and the player was advised to contact the Anjouan Gaming Licensing Authority for further assistance. Eventually, the player provided the necessary documents for verification, and after some delays due to incorrect bank details, the casino confirmed that the payment had been processed. The player marked the complaint as resolved after receiving confirmation of the payout.
PlayiO Casino - Player’s account is under review and his withdrawals have been denied.
Case closed
Amount: €2,500
PlayiO Casino
Safety Index:Above averageCase summary
On 12/17, I made two withdrawals, each for 500 euros. Another withdrawal was submitted on 12/18/2024. The withdrawals were not processed within the timeframe specified in the terms and conditions. Support has stopped responding. Consequently, I filed a complaint via email today. Shortly after, I received a response stating they were working on the withdrawal. About an hour later, access to my account was restricted. Upon logging in, I get the message "Your account is currently under review!" The chat support couldn't assist me and referred me to contact them via email, which I did. However, I am not receiving any responses there either.
So far, I have received only three emails stating that the withdrawal was denied. Without any reason.
Fact: My account has been restricted. I can no longer log in. Support cannot or does not want to help me. The withdrawals were denied without reason.
Dear Tobiego,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing.
Could you please specify if you passed the full KYC verification, or at least submitted your identity documents for verification?
Have you made any successful withdrawals from this casino before?
Am I correct in understanding that the casino canceled all 3 of the withdrawals you requested, and you have no pending withdrawal requests in your account?
What types of games did you play? Were they slots, live casino games, or did you make bets on sports?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hello Veronika,
I am happy to answer the questions:
- The casino has not yet requested KYC. I offered to send the casino the documents and was told that no verification is required at this time.
- These were the first withdrawal requests. I had just registered at the casino for the first time.
- Correct, all three withdrawal requests were cancelled without reason. There are no open withdrawal requests on the account. The balance is currently 2,500.04 euros.
- I only played slots and live casino (roulette and blackjack). No sports betting.
- Additionally, I had no bonus funds on the account.
I contacted the casino again yesterday. They still didn't want to tell me the reasons. I was told to contact the casino by email. I haven't received a response to my emails yet. When I asked what was happening with my 2,500 euros, I was told that they wanted to pay it out by bank transfer. I received this information via chat. I didn't receive any official confirmation of this via email.
I would also like to add that I was again told today that no payment of 2,500 euros has been made.
I just asked again and received the following answer:
Ayob:
Thank you for your patience. Please note that according to the administration's decision, your account has been permanently closed and cannot be reopened. Please note that your winnings have been deducted and therefore you are no longer entitled to them. For more information, please contact us by email at: .
Thank you very much, Tobiego, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear Tobiego,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Playio Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Playio Casino,
Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?
Thank you in advance for your response!
Best Regards,
Kubo
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Tobiego,
I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.
If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best Regards,
Kubo
Dear Tobiego,
We’ve reopened this complaint at the request of PlayiO Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear PlayiO Casino,
Could you please share the details regarding this case?
Dear Tobiego,
We are sorry to hear about for your experience.We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
Playio team.
Dear PlayiO Casino,
You explicitly requested the reopening of this complaint via your email sent on April 28. I was under the impression that you had already reviewed the situation and intended to provide your official statement, rather than just now forwarding the issue to the relevant team following the reopening.
Could you please provide an estimated timeframe for when the review will be completed, as well as the reasons behind the repeated rejection of the player's withdrawal requests?
Thank you for your cooperation.
Hello dear CasinoGURU team,
I received an email today for verification. I will now send the documents to PlayiO.
As soon as I have a response, I will get in touch.
Best regards
Tobias
Hello dear CasinoGURU team,
I sent the following documents to the casino:
- Identity card (front and back)
- Copy of credit card (front and back)
- Photo of me, my ID and in the background a tablet showing the PlayIO website
- Photo of my bank card
I haven't been able to send a bank statement yet because I've since changed accounts. I've requested the statement from my bank and will send it later.
I just received an email that I don't understand:
Bab (Playio)
May 7, 2025, 23:37 EEST
Dear Tobias Scholle,
Thank you for contacting our Customer Support team.
We deeply regret any inconvenience you may have experienced and sincerely apologize for any inconvenience caused.
We understand your decision and fully respect your request to close your account.
We would like to inform you that, in accordance with our Terms and Conditions, any remaining balance in your game account will be forfeited during the closure process.
For security reasons, we ask that you send us a message confirming your desire to close your account.
Once we receive your confirmation, we will proceed with closing your account.
If you have additional questions, please feel free to contact us via email [email protected] or via Live Chat.
Yours sincerely,
Customer Service
I replied that I did NOT want to close my account but was waiting for the payout and replied to the original email.
Best regards
Tobias
Dear Tobiego,
I hope this message finds you well.
According to the information provided by the appropriate department, it is necessary to complete the verification of your account.
Upon the successful completion of the account verification, your request will be processed accordingly.
Thank you for your understanding.
Kind regards,
Playio Casino Team
Dear Tobiego,
Thank you for providing the information regarding the documents you’ve submitted to the casino. As mentioned in the casino’s latest update, verifying your account is required in order to proceed.
Could you please confirm whether you have already submitted your bank statement, or if you are still waiting to receive it?
Looking forward to your response.
Hello Kubo,
I'm still waiting for my bank statement. According to the bank, it should arrive by next week.
Everything else is already available to the casino.
Best regards
Tobias
Hello,
Quick update: I reminded my bank today.
Best regards
Tobias
Dear Tobiego,
Thank you for the update. Do you have an estimate of when your bank might be able to provide the requested bank statement?
Hello,
The documents should follow in the next few days. See screenshot.
Dear Tobiego,
Have you received your bank statement and submitted it to the casino yet?
Let me know please. Thank you!
Hello,
Today I received the December bank statements and the confirmation of account closure and forwarded them to PlayIO.
Now PlayIO is requesting screenshots of the Apple Pay transactions. Since the account has already been closed and the card has been removed from the wallet, I'll have to ask Apple if they can send me the transaction overview.
I don't understand why I should submit this additionally, since the bank statement shows the transactions.
Nevertheless, I called Apple, who told me they didn't have a transaction list.
Best regards
Tobias
To date, I have not received any feedback from PlayIO regarding my verification or confirmation of the payout.
PlayIO has all the requested documents – except for Apple's transaction list. Apple has informed me again that there is no list and that Apple cannot provide these documents.
Hello Tobiego,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Thank you for your feedback!
I hope you had a nice vacation, Kubo 🙂!
I reminded the casino by email but have not received a response to date.
Short update:
I received confirmation of the withdrawal today. I hope they sent the payment to the new bank account, as I had informed the casino, since the old account no longer exists.
As soon as I receive the payment, I will contact you.
Hello Tobiego,
Unfortunately, I was on sick leave rather than on vacation, but thank you for your kind wishes. I’m now back and ready to continue.
I’ve reviewed the latest messages and I’m glad to see that things are progressing. Hopefully, the process will soon be completed and you’ll receive your funds without further delay. Let’s see how it develops.
Dear PlayiO Casino,
Could you kindly confirm whether you have received all the necessary documents and whether the payment will be processed shortly?
Thank you in advance for your response.
Sorry! Get well soon, of course! ❤️🩹
As I wrote, I received an email stating that the payout has been processed. I just hope it goes to the correct bank account.
Best regards
Tobias
Unfortunately, the money hasn't arrived yet. I've informed the casino of my new bank details and included a bank statement as proof that I'm the account owner.
There has been no response so far.
Dear Tobiego,
We would kindly like to inform you, that your payment has been successfully complete on the 13.06.
Please note that it can take up to 3 working days, until the money is credited to your account.
Please inform us as soon as the payment arrives your account.
In any case we are in contact with the relevant department in order to identify to which bank the payment went and will provide you further details as soon as possible.
Thank you in advance.
Kind regards,
Playio Casino Team
Dear Tobiego,
We would kindly like to inform you that your payment was not successful due to wrong Details and was send back to us.
We would kindly like to ask you to check your emails where we requested your Bank details in order to successfully complete your payment.
Thank you in advance.
Kind regards,
Playio Casino Team
Thank you for the information.
I have just sent you my new bank details by email.
Best regards
Tobias
Unfortunately no response yet!
The money still hasn't arrived in my bank account.
I have not received a response to my last email from last week with the new bank details.
The money still hasn't arrived in my bank account.
Dear Tobiego,
Thank you for your continued updates. I completely understand your frustration regarding the delay. However, it’s important to note that the initial issue with the incorrect bank details contributed to the extended processing time.
Refunds of this nature require manual handling by the casino’s relevant department, which can take additional time. That said, I believe your refund will be processed as soon as possible - but let’s get a clear update.
Thank you again for your patience.
Dear PlayiO Casino,
Could you kindly provide an estimated timeframe for when the player's refund will be processed and transferred to his account?
Thank you for your assistance.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Tobiego,
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,
Kubo
