The player from Germany has been attempting to withdraw €1,800 winnings from Playio for two weeks, following a deposit of €800. Despite not claiming any bonuses and using the same payment method, all three withdrawal requests remain in 'processing' status, and attempts to resolve the issue with staff have been unsuccessful.
Playio Casino - Player’s withdrawal is delayed.
Amount: €1,800
Playio Casino
Safety Index:Below averageSafety Index
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5.3
Playio Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
4d 1h 21m 11s
Case summary
5 days ago
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2 weeks ago
Translation
Hello everyone, I played at the online casino Playio for the first time on March 15th and have been trying to withdraw my €1,800 winnings ever since. I deposited €800 that day. I didn't claim any bonus games. I've tried several times to find a solution with the staff via chat, but to no avail. All three withdrawals are stuck in the "processing" status. The payment method is the same as the deposit method: a Visa from Barclays.
Automatic translation:
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1 week ago
Dear Saacham569,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm that you have passed the KYC verification?
- When was the last time you contacted the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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1 week ago
Translation
Hello Kristina, I last contacted the casino yesterday. My account is verified. When I go to the Verification menu item, it says "verification no longer required."
There are several other chats of this kind. If you need them, please let me know.
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1 week ago
Thank you very much, Saacham569, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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.
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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1 week ago
Hello Saacham569,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Playio Casino representative to enter the discussion.
Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Saacham569 can expect his withdrawal to be processed?
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6 days ago
Dear Saacham569,
We would like to kindly apologize for the delay.
We would like to inform you that your payment will be completed as a matter of urgency.
Kind Regards,
Playio Casino Team
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6 days ago
Dear Playio Casino representative,
thank you very much for the update. I hope the issue will be resolved in the near future. I will leave this complaint open until Saacham569 confirms his withdrawals have been paid out.
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6 days ago
Translation
Hello everyone, thank you for the information. Unfortunately, the status of any payouts hasn't changed at this point. It still says everywhere that the payout request is being processed. The status of none of these transactions has changed. It's not approved. I still hope that the promises will be fulfilled so that we can come to a reasonable agreement. Thank you very much!
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5 days ago
Hello guys,
2 payments have worked. Thank you for that. However, 1 was canceled by the system and I would also like to withdraw the remaining amount of €300.
This means that €800 of €1800 has not yet been paid out.
Please allow me to do this as well.
So the case is not yet complete.
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5 days ago
Hello Saacham569,
thank you for the heads-up. Do not worry, the complaint will remain open until you confirm all your withdrawals have been paid out. I would like to ask you to continue updating us on any future developments.
Casino Guru is examining the case
