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Hello, I have been waiting for my payment for 14 days. The customer service keeps telling me that there are payment delays and that it will arrive soon, but that was over a week ago. Can you help me?

Hallo seit 14 Tagen warte ich auf meine Auszahlung ich werde immer wieder vertröstet vom Service das es Zahlungsverzögerungen gibt und das es bald kommt aber das ist auch schon über einer Woche her können Sie mir helfen?

Dear Sweetcherry6,

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.

I wanted to do a verification, the service told me that it is not necessary for me to verify myself at this time, but they keep saying that there are so many requests

Ich wollte eine Verifizierung durchführen der Service teilte mir mit das es nicht notwendig ist das ich mich zum jetzigen Zeitpunkt verifiziere jedoch wird immer gesagt es seien so viel Anfragen

Dear Sweetcherry6,

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, now they have written to me that there is a delay. I have had to listen to this for two weeks. They write that everything is OK with my payment.

Hallo jetzt haben sie mir geschrieben das es zu Verzögerung kommt das darf ich mir schon 2 wochen lang anhören sie schreiben das mit meiner Auszahlung alles ok sei

Thank you Sweetcherry6 for all the information provided so far. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Sweetcherry6,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Playio Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Sweetcherry6,

Thank you for reaching out to us.

We apologize for any inconvenience this may have caused, but please be assured that we are willing to clarify the situation. 

After reviewing your account, we have noticed that all of your withdrawal requests have been cancelled by you, 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 confirm that withdrawal request from March 29, 2025, in amount of 500 EUR has been successfully completed.

We hope this helps to clarify matters.

Kind regards,

Playio Casino Team

Thank you so much for the clarification.

Sweetcherry6, I understand, that it took much longer than it should have and that´s frustrating.

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear Sweetcherry6,

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,
Martina
Casino.Guru