The player from Germany requested withdrawals totaling €450 and €1,000 on December 30 and January 1, respectively, but has not received any updates despite allowing the specified processing time. With over €4,450 remaining in his account, he seeks assistance to complete the withdrawals and clarify the verification requirements.
Playio Casino - Player’s withdrawals are delayed.
Amount: €1,450
Playio Casino
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Case opened
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Case summary
4 hours ago
Public
Public
7 hours ago
Translation
On December 30, 2024, I requested a withdrawal of €450. Subsequently, I made two more withdrawal requests of €500 each, with the last one on January 1, 2025!
I allowed the 3 business days specified in your terms and conditions for processing withdrawals.
When I inquire about the status of my withdrawals, I am always told that the finance department is working hard and I should receive an email in the next few days, but nothing happens. Today is January 10, 2025.
Since I have over €4,450 in my account, I would like to receive a withdrawal; otherwise, I won't be able to withdraw the remaining money.
I have also sent documents for verification, but I was told that I don't need to verify my account.
Therefore, I need your help, please!
Automatic translation:
Public
Public
4 hours ago
Dear Lucky2509,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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