The player from Italy has been attempting to withdraw her winnings from Playio since August 9, 2026, but has faced delays and cancellations of her requests without her authorization. Despite contacting support, she has received conflicting information about processing times and payment methods, and her previous requests were incorrectly marked as canceled due to a communication issue with the payment provider. She seeks assistance in obtaining her payments and clarification on the cancellation of her requests.
PlayiO Casino - Player’s withdrawals are delayed and cancelled.
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6d 18h 1m 55s
PlayiO Casino
Safety Index 8.0 HighCase summary
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yesterday
Translation
I have a Playio account and have been trying to withdraw my winnings since August 9, 2026. As of today, August 13, I have not received any payments. My tier limit is €500 per 24 hours, with a maximum of three active requests at a time, so I had to submit multiple separate requests.
On August 9th, I requested €500 (ID ee2bf5a6-187e-48ea-a46b-46fff99bf055) and on August 10th, another €500 (ID 2a872f0f-441d-472c-8cb2-4512faa809cf), both credited to my card. On August 11th, I requested another €500 via bank transfer (ID 06574399-dc9b-45da-94b7-fc7ee02fe0a8). All three requests remained stuck at "Verification in progress" for days.
The main problem is this: on August 13th, I received two emails from the casino informing me that the first two requests had been cancelled. I didn't cancel them. In the days leading up to this, I had contacted the casino several times, both via chat and email, explicitly stating that I didn't intend to cancel anything. The €1,000 was returned to my gaming account balance, and the time count started over.
I disputed the cancellation, and the casino responded in writing, admitting that the withdrawals were canceled due to a communication issue with the payment provider, calling it a circumstance beyond their control. However, in the same response, they stated that they were unable to provide a guaranteed completion date and did not answer my question about whether the time count was reset for an event beyond my control.
A second issue concerns the stated processing times, which have been constantly changing. The help center page states three business days from the request date. An email from August 10th states three to five business days from the day after the request or from the day of the last processed withdrawal. Another email from the same day states three business days. In a chat on August 11th, I was told "at least three to five business days." In a chat on August 12th, I was told that the three requests would be processed one after the other, with three to five days each. I have retained all these communications.
A third issue concerns the payment method. The cancellation emails instruct me to use the same method for withdrawals as the deposit—credit card—and a few lines further down in the same email, they recommend bank transfer. I wrote to ask which method to use and received no response.
The casino confirmed to me in writing, both via chat and email, that my account does not require verification and that there are no documents to submit. I have not received any bonuses, I do not have multiple accounts, and all payment methods are registered in my name.
I wrote to support twice requesting a specific payment date, with ticket number 54920564. Today, August 13th, I resubmitted a request for €500 via bank transfer (ID 439a57fe-26f1-4430-b57f-8c9b463a68dc), and the daily limit prevents me from immediately requesting the remainder.
I ask for your help in obtaining payment of the sums owed to me and a firm date, and to clarify how it is possible for two valid requests to be cancelled without my authorization and for the countdown to restart from zero to my detriment.
Automatic translation:
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5 hours 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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5 hours ago
Dear CristinaB,
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 the 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 within 14 days of 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,
Tomas
