The player from Germany was unable to withdraw his remaining balance of €5,861 despite having made a profit of over €10,000 and having confirmed KYC weeks earlier. After receiving a partial payout of €4,500, he then encountered a message stating that he needed to wager each deposit fully, with support providing vague responses. We closed the complaint due to the player's lack of response to our inquiries and reminders, making further investigation and resolution impossible at that time. The player was informed that the complaint could be reopened if he chose to resume communication.
PlayiO Casino - Player's winnings are delayed for withdrawal.
Closed
Our verdict
Player stopped responding
Amount: €5,861
PlayiO Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
I made over €10,000 in profit (no active bonus, KYC uploaded and confirmed weeks ago).
The first €4,500 were paid out (bank transfer).
Now the entire balance (€5,861.19 real balance) is blocked – I can no longer request a withdrawal (message: "For withdrawals, each deposit amount must be fully wagered").
Support only says "finance department is taking care of it" or "high volume" – no approval, no precise information.
I don't want to play anymore – I just want to withdraw my money.
Evidence attached (screenshots of balance, blocked payout, IDs, emails/chat).
Please ensure that the balance is released and paid out.
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2 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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2 months ago
Dear CsknSam,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with withdrawing the remaining balance from your account.
To help us clearly understand the situation and assess how we can proceed, could you please clarify the following points:
- When did you complete your account verification (KYC), and did the casino confirm its approval in writing?
- You mentioned that no bonus was active — could you please confirm whether any bonuses (including free spins, cashback, or promotions) were used at any point during the play that generated the remaining balance?
- Did the casino explain which specific deposit they claim has not been fully wagered, or how they are applying the rule you mentioned?
If you have any additional emails, chat transcripts, screenshots, or other communication where the casino addressed the wagering requirement or confirmed your withdrawal eligibility, please feel free to forward them to petronela.k@casino.guru for further review.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
TranslationDear Petronela,
Thank you very much for your message and for taking over my complaint.
Here are the answers to your questions:
1. KYC verification:
I voluntarily sent the KYC documents (ID card + proof of address) by email on December 4, 2025 to support@playio.com sent to avoid delays.
The casino received the documents but never confirmed in writing that KYC was complete. Instead, they stated in an email: "Your account is not currently required for verification and there is no need to provide the documents." The app consistently displays: "It looks like your account doesn’t need to be verified. Enjoy our games."
2. Bonus/Free Spins/Cashback during the game:
No, I didn't use any active bonuses, free spins, or cashback when the winnings were generated. The winnings (over €10,000) came from my own balance. There were two smaller cashback credits later (2 x €120 on December 21, 2025), which were credited as real money without any wagering requirements. These had no impact on the winnings.
3. Casino's explanation regarding deposit conversion:
The casino never specifically explained which deposit allegedly failed to meet the wagering requirements or how the rule is being applied. They only state generally that "deposit must be wagered" and block all withdrawals. No exact amount or details are given – only standard responses like "finance department is reviewing" or "high volume."
4. Eligibility for payment:
The casino has already paid out €4,500 (bank transfer), so my eligibility for payment has been proven.
Nevertheless, they are now blocking new withdrawals with the "turn over deposit" rule – without a precise explanation of how much is missing.
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Sensitive attachment
Sensitive attachment
2 months ago
TranslationDear Petronela,
Here are the attachments to my complaint.
Thank you so much for your help!
Best regards
Edited
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2 months ago
Hi CsknSam,
Thank you very much for providing the detailed information and for sharing the supporting attachments. I appreciate the time and effort you put into explaining the situation.
I’m sorry for replying only now and for the one-week delay in getting back to you.
Before we proceed further, could you please let me know whether there have been any developments since your last message? For example, has the casino contacted you again, provided any additional explanation, or released any part of the remaining balance?
Once I have your confirmation, we will review the case again and determine the next appropriate steps.
Thank you for your patience and cooperation.
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1 month ago
Dear CsknSam,
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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1 month 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,
Petronela
Casino.Guru
