PlayiO Casino - El retiro del jugador se ha retrasado.

Hello everyone, I played at the online casino Playio for the first time on March 15th and have been trying to withdraw my €1,800 winnings ever since. I deposited €800 that day. I didn't claim any bonus games. I've tried several times to find a solution with the staff via chat, but to no avail. All three withdrawals are stuck in the "processing" status. The payment method is the same as the deposit method: a Visa from Barclays.

Hallo zusammen, habe am 15.3 bei dem online Casino Playio erstmalig gespielt und probiere seitdem mein Gewinn von 1800€ auszuzahlen. Eingezahlt habe ich 800€ an diesen Tag. Keine Bonusspiele in Anspruch genommen. Mehrfach probiert über den Chat eine Lösung mit den Mitarbeitern zu finden. Erfolglos. Alle 3 Auszahlungen hängen im Status „wird bearbeitet". Zahlart ist die selbe, wie bei der Einzahlung. Eine Visa von Barclays.

Dear Saacham569,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• When was the last time you contacted the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Kristina, I last contacted the casino yesterday. My account is verified. When I go to the Verification menu item, it says "verification no longer required."

There are several other chats of this kind. If you need them, please let me know.

Hallo Kristina, letztmalig habe ich das Casino gestern kontaktiert. Verifiziert ist mein Konto. Wenn ich aktuell auf den Menüpunkt Verifizierung gehe steht dort „keine Verifizierung mehr notwendig".

Es gibt noch etliche weitere Chats dieser Art. Solltest du diese benötigen gib mir bitte Bescheid.

Thank you very much, Saacham569, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Saacham569,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Playio Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Saacham569 can expect his withdrawal to be processed?

Dear Saacham569,

We would like to kindly apologize for the delay.

We would like to inform you that your payment will be completed as a matter of urgency.

Kind Regards,

Playio Casino Team

Dear Playio Casino representative,

thank you very much for the update. I hope the issue will be resolved in the near future. I will leave this complaint open until Saacham569 confirms his withdrawals have been paid out.

Hello everyone, thank you for the information. Unfortunately, the status of any payouts hasn't changed at this point. It still says everywhere that the payout request is being processed. The status of none of these transactions has changed. It's not approved. I still hope that the promises will be fulfilled so that we can come to a reasonable agreement. Thank you very much!

Hallo zusammen, vielen Dank für die Info. Aktuell hat sich leider bei keiner einzigen Auszahlung der Status verändert. Es steht überall nach wie vor das der auszahlungswunsch bearbeitet wird. Keiner dieser Vorgänge hat sich im Status verändert. Nicht genehmigt. Hoffe nach wie vor, das die Versprechungen umgesetzt werden damit man sich hier gegenseitig vernünftig einigt. Vielen Dank!

Hello guys,

2 payments have worked. Thank you for that. However, 1 was canceled by the system and I would also like to withdraw the remaining amount of €300.

This means that €800 of €1800 has not yet been paid out.

Please allow me to do this as well.

So the case is not yet complete.

Hello Saacham569,

thank you for the heads-up. Do not worry, the complaint will remain open until you confirm all your withdrawals have been paid out. I would like to ask you to continue updating us on any future developments.

Hi guys, thank you so much. Really appreciate. All transactions are done. I received all the payouts.

Great jobs guys!!!

One last question to the casino. Why it took so long and what you will do to make it more transparent for your future customers?

Best Regards!

Dear Saacham569,

We're glad to hear your issue has been dealt with. 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, 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, 

Martin

Casino.Guru