Playing.io Casino - Player believes that their withdrawal has been delayed.

My account is verified. I then requested a withdrawal which was rejected. I then tried to attempt a withdrawal again, but there was suddenly a message stating I am unable to withdraw my funds because "You still need to bet 7,556.845/67,309.01262".

I have definitely rolled over my total deposit amount during my time at playing.io and I do not wish to claim any bonuses - and as far as I know, I haven't. I have achieved my balance through winnings on the site, rather than through any bonuses. I have contacted support multiple times asking what this rollover requirement pertains to, and there is no mention of this rollover in playing.io's terms.

However support says it's "their rules" and it is all done through the "system". So even though there is nothing about this wagering requirement on their terms, they are still making me rollover over an insane amount of money to be able to withdraw my own balance.

I have received no response via email and the live support is rude and unhelpful, they do not read my messages and keep stating the same thing about how this rollover is mandatory.

I have never ever experienced this before, being made to rollover such a ridiculous amount of money when no bonus is being claimed.

Dear hass95,

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

Dear hass95,

Have you received your withdrawal from the casino yet?

Hi Kristina, I have not.

In fact I've just realised that the rollover amount is far higher than I thought. It's 67,309.01262. An insane amount of money

Thank you for your reply, hass95. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you did not activate any bonuses?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you in advance.

Hi Kristina, Playing.io have never responded to my emails but I can confirm I never willingly activated any bonuses and my balance that I wish to withdraw has no bonus funds - its purely my deposits and my winnings.

Thank you very much, hass95, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Still waiting for a response.

Hello, hass95!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

hass95, hello. We have learnt that the issue of your complaint is connected to the sports betting. In such case, unfortunately, we must reject the complaint because we do no have enough expertise in this area. I am sorry I could not be more of help.

Respectfully,

Pavel K

Casino.Guru