The player from Germany had been waiting for fifteen days to withdraw a total of €3,811 from Won PLAYIO, with the funds divided into three payouts of €500 each. She was concerned about potential additional document requests that could have further delayed her withdrawals, despite the website stating that no verification was necessary at that time. The player eventually received a request for account verification, submitted the required documents, and after a prolonged delay with no feedback, the casino confirmed that the verification was in process. Partial payments of €1,500 were made, and the player continued withdrawing the remaining balance in installments due to a withdrawal limit of €500 per 24 hours. The complaint was marked as resolved after the player confirmed receipt of the payments.
PlayiO Casino - Player's withdrawal is delayed.
Case closed
Amount: €3,811
PlayiO Casino
Safety Index 8.0 HighCase summary
Translation
Hello dear Casino Guru Team,
I have a total of €3811 at
Won PLAYIO.
Fifteen days have now passed.
I have been waiting since June 3, 2026 for my three payouts of €1,500, divided into three amounts of €500 each, as this is the maximum payout per transaction according to your rules.
According to the website, no verification is currently necessary.
I fear that additional documents might be requested later, which would further delay the payment.
I hope you can help me in this case.
Thank you in advance!
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Dear Sanne25753,
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?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share a screenshot of your pending payouts?
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.
Best regards,
Tomas
TranslationHello Tomas,
No, these are my first payouts.
No, there is no active bonus.
I have attached a screenshot of the outstanding payments.
It can't be that I've already been waiting 15 days for my payouts.
In the live chat, I always get the standard answers.
I hope that with your help the payments will be made soon.
Best regards
Susanne
TranslationGood day
It has now been 20 days and I still haven't received a payment.
I find this very disappointing and therefore urgently request your support and that you contact Playio directly.
Best regards, Susanne
TranslationGood day
I wanted to give an update; it's now been 21 days.
Today I finally received an email asking me to verify my account.
I have now uploaded all the necessary documents.
I'll keep them updated.
lg
Thanks for the update.
Please let us know whether your documents were approved and your payouts are still getting processed.
If there are any obstacles you won't be able to resolve with support, please share any details with me, and we'll assist you.
Looking forward to your reply.
TranslationHello Tomas,
Thank you so much for your support.
I wanted to give another update:
A total of 23 days have now passed. I have uploaded all the required documents, but unfortunately my payments have still not been processed.
Since the upload, there has been no feedback as to whether the documents have been approved or whether anything is still missing.
Since the process is dragging on without result, I request that you involve a representative from Playio Casino in this case to finally expedite the payout of my funds.
Thank you so much for your help!
Best regards
Susanne
TranslationGood day
28 days have now passed.
There's still no news since my last message.
Since the upload, there has been no feedback as to whether the documents have been approved or whether anything is still missing.
Since the process is dragging on without result, I request that you involve a representative from Playio Casino in this case to finally expedite the payout of my funds.
Thank you so much for your help!
Best regards
Susanne
Dear Sanne25753,
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,
Tomas
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.
TranslationGood day
I wanted to give another update.
32 days have now passed.
There's still no news since my last message.
Since the upload two weeks ago, there has been no feedback as to whether the documents have been approved or if anything is still missing.
The payouts still haven't been processed.
Best regards
Susanne
Dear Player,
We are contacting you to let you know that account verification is required before we can release your funds.
The relevant department is currently reviewing your submitted documents. As soon as this review is complete, your pending withdrawals will be processed, and we will update you immediately.
Thank you for your continued patience and cooperation.
Kind regards,
Playio Casino Team
Dear PlayiO Casino,
Thank you for your reply.
Could you please let us know whether the player's submitted documents are sufficient and provide an estimated timeframe for completing the verification and processing the pending withdrawals?
The player has already been waiting for over a month and has not received any update since submitting the requested documents.
TranslationGood day
I wanted to let you know that I have now received 3 payments of €500 each.
I will now have the remaining money paid out.
However, since you can only withdraw €500 every 24 hours, it will probably take that long again.
I will let you know when I have received the remaining €2311.
Dear Playio Casino, is it possible to withdraw the remaining €2311 in one payment?
I've been waiting so long for the other 3 payouts.
Regards, Susanne
Dear Player,
Many thanks for your patience, understanding and co-operation . We really appreciate it.
We are pleased to inform you that your account has been verified, and recent new withdrawal submissions forwarded to relevant team. Once they will be processed, we will notify you.
KInd regards,
Playio Casino Team
TranslationGood day
I wanted to give another update.
I have now received a total of 5 payouts of €500 each.
We only need €1311 now.
I have now split my remaining balance into three payouts.
I will let you know as soon as I receive the 3 payments.
Best regards, Susanne
TranslationGood day
I wanted to let you know that only one more payment is missing.
After that, I received all my money back.
Regards, Susanne
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Sanne25753,
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
