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Hello

i have a problem with withdrawel i did on 02-04(2x) 1500,00 and 03-04(1x) 1000,00,

I havent got any update since then its stays under Review everytime i looked, the Live-chat doesnt help at all they only say have patience, we will let the finance department know about your payment and will let you know by email when your payment is resolved.

I also send a E-Mail and they gave me the same response as in live chat.

I havent played any Bonus and they dont ask for any verfication at the moment.

I really hope casino-guru can help out because the withdrawel takes ages too complete and i have more money on my balance what needs too get pay out.

Dear Jllw,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

*Update* 1 withdrawel €500,00 is approved and 2 withdrawel €1000,00 got canceled by playio after waiting for more then 2 weeks, in the balance account there is still alott of money waiting too be withdrawel.

Hope this will go faster in the Future or else it will takes ages.

Dear Jllw,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Nick,

Thank you for your Message,

1 payment from €500,00 i alread received trough Bank payment the other 2x €1000,00 payments trough Visa got canceled after waiting for more then 2 weeks.

I put on a new withdrawel €1500,00 yesterday right away when the other payments got canceled maybe it was the payment method (visa) so i tried again trough bank hope this one gets approved faster.

As for the verification Playio Management havent ask me for any info.

Dear Jllw,

Thank you for contacting us.

After reviewing your account, we have noticed that some of your withdrawal requests were unfortunately canceled by the provider, and some were canceled by you on the same day, even before being sent to the provider.

Please be advised that withdrawal requests generally require a minimum of three business days to process, starting from the day following the request or the day of the last processed withdrawal. It is essential to note that this timeframe excludes Saturdays, Sundays, and holidays.

Additionally, we would like to recommend that you refrain from canceling withdrawal requests, as this will necessitate the initiation of the process anew.

However, we are pleased to inform you that the pending withdrawal request from Apr 2, 2025 has been successfully completed and the new outstanding will be processed as soon as possible.

Best regards,

Playio Casino Team

Dear Jllw,

Please let us know once the withdrawal already approved by the casino arrives.

Similarly as the casino claims, once you cancel a payment, we would recommend to wait 14 days each time for the withdrawal to be received.

Awaiting your response.

Regards,

Nick

Hello i didnt canceled my withdrawel requests the requests got canceled by playio side after waiting for more then 2 weeks then after i did 3 more withdrawels from 2x €1000,00 and 1x 1500,00 i received them after 3-5 bussiness days

thank you Casino-guru team for helping

Dear all,

We are pleased to inform you that all pending withdrawal requests has been successfully completed and there are currently no outstanding payments on account.

Kind regards,

Palyio Casino Team

Yes the withdrawel are all complete but the deposit now isnt on my balance account and its already gone from the bank account i contacted support about it and they arent helping at all it has already been 2-3 days and i still havent got anything on my balance account while its already deducted from my bank account

Dear Jllw,

Delayed deposits are completely different matter - I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Regards,

Nick

Dear Jllw,

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.

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,
Nick
Casino.Guru