PlayiO Casino - El reintegro del jugador se ha retrasado.

Hello,

I would like to file a complaint regarding Playio Casino.

I requested two withdrawals of €500 each — one on May 30th, 2025, and the other on May 31st, 2025. As of today, I have not received any of the funds, and more than 10 days have already passed.

In my account, both withdrawals appear as pending. I have contacted customer support, but I have not received a clear explanation or a timeline for when the payments will be completed.

I have not yet been asked to complete any KYC verification, and my deposit was made via Paysafe card, while the withdrawals were requested to a bank account (IBAN). The bank details I provided are correct.

I kindly ask Casino Guru to assist me in resolving this issue and help ensure that I receive the total amount of €1000 as soon as possible.

Thank you in advance for your help.

Dear GIORGOSNTR85,

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 GIORGOSNTR85,

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.

Hello. My withdrawals are not completed unfortunately and my account does not require identification. This has bad affection to my mood and i am really worried that i will not get my money.

Dear GIORGOSNTR85, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you contacted the casino to confirm whether any form of account verification might be required, even if it hasn't been formally requested yet?

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

I have contacted the casino and have not been asked for identification. I have never made a withdrawal from this casino again. I did not activate any bonuses while playing the game. I am quoting you screenshots of email conversations, in the link you sent me. I do not have my live chat conversations.

Εχω επικοινωνήσει με το καζίνο και δεν μου έχει ζητηθεί ταυτοποίηση. Δεν έχω κάνει ποτέ ξανά ανάληψη απο το συγκεκριμένο καζίνο. Δεν ενεργοποίησα κανένα μπόνους όσο έπαιζα στο παιχνίδι. Σας παραθέτω στιγμιότυπα συνομιλιών μέσω email, στο σύνδεσμο που μου στείλατε. Τις συνομιλίες μου μέσω live chat δεν τις έχω.

Thank you very much for your help. After such a delay, today they paid me both withdrawals that I requested!!

Ευχαριστω πολυ για τη βοηθεια σας. Μετα απο τοση καθυστερηση, σημερα με πληρωσαν και τις 2 αναληψεις που αιτηθηκα!!

Dear GIORGOSNTR85,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru