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

For days I have been writing to the casino asking if there are any problems and I am being put off every day

Something is wrong here. I would like to have the profit I made.

and don't keep a new excuse please help me

Seit Tagen schreib ich das Casino an frag ob es Probleme gibt und ich werde täglich vertröstet

hier stimmt was nicht ich möchte bitte den erzielten Gewinn haben

und nicht dauern eine neue Ausrede bitte helfen sie mir

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

No I didn't get anything

it is now up to verification

The casino wants something different every day, nobody really helps

Meanwhile, out of anger, I have lost almost all my winnings again, and now I only have 4000 euros left.

Really sad, I've never won so much before and it would have made my life a little easier...

Nein ich habe nichts bekommen

es liegt wohl jetzt an der Verifizierung

da will das Casino jeden Tag was anderes keiner hilft wirklich weiter

mittlerweile hab ich aus Wut fast mein ganzen Gewinn wieder verspielt sind nur noch 4000 euro

wirklich traurig ich habe noch nie so ein hohen Gewinn gehabt und es hätte mein Leben etwas leichter gemacht…..

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please specify the bonus you used?

Could you please advise which documents you have already provided, and when exactly you sent the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear franziska,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru