The player from Germany had requested withdrawals totaling 450€ and 1,000€ on December 30 and January 1, respectively, but had not received any updates despite allowing the specified processing time. With over 4,450€ remaining in his account, he sought assistance to complete the withdrawals and clarify the verification requirements. The Complaints Team engaged with the casino on behalf of the player, which resulted in the successful processing of the first 1,450€ withdrawal. The player had since requested an additional 1,500€ - but so far has not confirmed whether the payment was received.
Playio Casino - Player’s withdrawals are delayed.
Amount: €1,450
Playio Casino
Safety Index:Below averageSafety Index
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5.2
Playio Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months 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!
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2 months 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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2 months ago
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I am happy to wait patiently. As far as KYC is concerned, I have already sent documents and was told that I do not have to verify myself.
but ok, then I'll wait another 5 days!
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2 months ago
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I still haven't received any payment, I just keep getting put off, according to customer support I've been on a priority list for 4 days but nothing is happening.
I'm starting to worry, after all we're talking about more than 4000€!
How long is this going to go on?
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2 months ago
Thank you very much, Lucky2509, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
Hello Lucky2509, nice to meet you!
My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payouts. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Playio Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal requests are being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.
Thank you for your patience and cooperation in advance.
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2 months ago
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These are the messages I receive from support, not very helpful.
when I want to verify, it says I don't have to verify
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2 months ago
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I have received the first €1000 from the casino, but the oldest payout has still not been made.
but that's a good start.
thank you for your help, maybe it will work smoothly now
Sun ******
Edited by a Casino Guru admin
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2 months ago
That is great news!
Could you please confirm if the first payout request is still showing as being in progress, or if its status has changed in the meantime?
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2 months ago
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The first payout is still being processed
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2 months ago
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So my first payout has arrived, I am curious how long I have to wait for the next 1500€.
but first of all thank you very much
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2 months ago
Seems like things are well on their way. :)
From my understanding, the casino has now paid you all of the originally requested 1,450€, is that correct?
Also, have you requested the other 1,500€ already? If so, can you please specify in what quantities and when did you send the request/s?
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
Translation
I have now requested the next 1500€ for withdrawal, all 2 days ago, so the casino still has a little time
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1 month ago
Thank you very much for the update!
We will keep this complaint open until you confirm your last withdrawal has been successful.
Please keep me informed about any further developments.
