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Dear MVienna,

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.

Dear Complaints Resolution Center,

I understand that some delays can happen, but I would like to clarify the following:

My account is fully verified.

I did not use any bonuses.

I have only played one game.

It has now been 7 days since I requested my first withdrawal, and absolutely nothing has happened – no progress, no confirmation of payment. The casino initially promised payouts within 3 business days, which clearly has not been honored.

What concerns me even more is that I now have two additional withdrawals pending, and given the current experience, I have serious doubts that these will be paid at all.

I’m also surprised that this casino still maintains such a high Safety Index on your platform, while multiple players are reporting the exact same issue: delayed or completely unpaid withdrawals, vague support replies, and broken promises.

At this point, the situation appears to reflect a pattern of non-payment, not an isolated delay. It’s starting to look more like a systematic issue or worse – a scam.

I hope your team will take this seriously and continue monitoring this operator closely.

Thank you for your time.

Best regards,

MVienna

To clarify:

I currently have three active withdrawal requests dated June 2nd, June 6th, and June 7th, each for €500, totaling €1,500.

In addition to that, I still have a €1,000 balance in my account that I intend to withdraw once the current pending withdrawals are processed, as the platform only allows three withdrawal requests at a time.

All of these funds were won from a single deposit of €200. No Bonus used.

Day 9, Chat „Support" with the Same generic Copy-Paste answer. I doubt I will ever get anything.

Day 10 – Still No Payment

It’s now 10 days since my first withdrawal (June 2nd) – that’s 7 business days.

Yesterday I was told all 3 withdrawals (from June 2nd, 6th, and 7th) might be processed today.

But again, just the same generic reply in chat: "Please be patient."

No timeline, no progress.

Positive Update - I received the First 1000€. 1500€ more to go.

Dear MVienna,

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.

Hi,

I’ve received €1,500 of a total €2,550 so far.

However, I still have three pending withdrawals: two for €500 and one for €50, which have not yet been processed.

Since the casino only allows three active withdrawal requests at a time, the oldest remaining pending request is now from June 11th, 2025.

Best regards

Dear MVienna, could you please provide a screenshot of your withdrawal history clearly showing the three currently pending withdrawals, including their dates and amounts?

Dear MVienna, have you received any of the withdrawals?

Yes, I received the €500 withdrawal from June 11.

Today, I requested another €500 withdrawal, and I plan to request an additional €500 tomorrow. On Sunday, I will request the remaining €250.

In total, my winnings amount to €3,250. I’ve already received €2,000, and the remaining is €1,250.

Thank you very much, MVienna, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, MVienna,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear PlayiO Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

I wanted to follow up regarding my recent withdrawals. I did receive the previous payouts I requested — even though it took a bit longer than promised.

Since then, I’ve had some more wins and have submitted three new withdrawal requests, which you can see in the attached screenshots. I’m currently still waiting for these to be processed.

I hope these new withdrawals will be paid out as well, along with the €200 I still have as account balance. Once that’s all done, everything will be in order from my side.

Dear MVienna,

Thank you for your message and for sharing the update with us.

We’re pleased to confirm that all three of your pending withdrawal requests are currently being processed with priority. We truly appreciate your patience and would also like to sincerely apologise for the delays you experienced previously.

Please rest assured that we’re doing our best to ensure smooth and timely processing moving forward.

Should you have any further questions, feel free to reach out at any time.

Best regards,

Playio Team

Thank you for the update. I hope they will be processed as soon as possible so we can close this case.

I will confirm once I received the withdrawals.

The three €500 withdrawals have been successfully processed. Now only one last €200 withdrawal is still pending, as you can see in the attached screenshot.

Thank you all for your cooperation on this case.

Dear MVienna,

Could you please advise us about the total amount received so I can change it for the correct one in this case of yours?

Also, please let us know whenever you receive the last one.

Thank you.

Best regards,

Romi

Hey Romi,

in total, I’ve withdrawn €3,700, after making one deposit of €200. Two days ago, I received the final remaining withdrawal.

Thank you all for your help and cooperation – this case can now be closed.

Thank you, MVienna, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru