Playio Casino - El jugador cree que el reintegro se ha retrasado.

I won a total of EUR 11,500 on the site mentioned above and currently have EUR 1,500 in payouts. I requested the payouts between March 8, 2020, and March 10, 2025, as they can only withdraw EUR 500 per day. After waiting for the 3-5 day processing time stipulated in the terms and conditions and receiving no response, I contacted support several times. They forwarded the matter to the financial department. I never heard back from them. I always get the same response from support: that I should be patient and that they are in arrears. I now have the feeling that the site is no longer paying anything. I have already sent documents for verification, but they are not necessary at this time. I feel a bit ripped off. I hope my winnings aren't lost, as I deposited a large sum on the site. If you could help me here, I would be very grateful!

Ich habe auf der genannten Seite insgesamt 11.500,- EUR gewonnen und aktuell 1.500,- EUR in Auszahlung. Ich habe die Auszahlungen am 08.03.205-10.03.2025 beantragt, da man nur 500,- EUR pro Tag auszahlen kann. Nachdem ich die in den AGBs vereinbarten 3-5 Tage Bearbeitungszeit abgewartet habe und keine Rückmeldung bekommen habe, habe ich mehrmals Kontakt mit dem Support aufgenommen. Diese haben das Anliegen an das Financial Department weitergeleitet. Von diesem habe ich nie eine Rückmeldung erhalten. Ich bekomme bei dem Support jedes mal die gleiche Antwort, dass ich mich weiter gedulden soll und sie im Zahlungsverzug sind. Mittlerweile habe ich das Gefühl, dass die Seite gar nichts mehr zahlt. Dokumente zur Verifizierung habe ich schon geschickt, aber sie wären aktuell noch nicht nötig. Ich fühle mich etwas verarscht. Ich hoffe der Gewinn ist nicht weg, da ich eine größere Summe auf der Seite eingezahlt habe. Wenn Sie mir hier helfen könnten, wäre ich Ihnen sehr dankbar!

Dear Gologarp98,

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 Gologarp98,

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.