The player from Germany had been waiting over 14 days for a withdrawal and had multiple pending payouts with no progress. They expressed frustration over the slow withdrawal process, as well as inadequate responses from customer service. The issue remained unresolved due to the player's lack of response to inquiries from the Complaints Team, which led to the closure of the complaint. The Complaints Team remained available to assist if the player chose to re-engage in the future.
PlayiO Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €6,000
PlayiO Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
6 months ago
Translation
I have been waiting for a single payout for over 14 days and there are more pending. I have not received anything yet.
Biggest impudence ever
Deposits are made in seconds, withdrawals take weeks, and customer service just keeps putting you off.
What should I do?
Automatic translation:
Public
Public
6 months ago
Dear Player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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6 months ago
Dear mrkdettmann,
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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6 months 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,
Tomas
Casino.Guru
