The player from Brazil complained about delayed payouts and inadequate account checks before his first withdrawal, which resulted in the reversal of his winnings. He expressed his determination to wait for a resolution with the help of Casinoguru. The issue was resolved after the player waited the required 14 days, during which his account was verified and his withdrawal was approved. He confirmed receipt of his winnings, leading to the complaint being marked as resolved by the Complaints Team.
PlayiO Casino - Player's winnings are delayed by account verification issues.
Resolved
Our verdict
Case closed
Amount: 280 R$
PlayiO Casino
Safety Index 8.0 HighCase summary
Discussion
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Hello, I'm filing a complaint because this casino is the typical one that takes a long time to pay out winnings and doesn't check the account before making the first withdrawal, so the 2 steps take a long time, just to reverse the withdrawal and lose the prize won. But this time I'll wait as long as it takes and I'm counting on Casinoguru's help.
Automatic translation:
Public
Public
1 year ago
Dear ericleo,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
1 year ago
TranslationHi Kristina, I'll wait the 14 days, thanks!
Automatic translation:
Public
Public
1 year ago
TranslationHi Kristina I received my winnings amazing, can you mark my complaint as resolved please, thanks!
Automatic translation:
Public
Public
1 year ago
Dear ericleo,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
