PlayiO Casino - Las ganancias del jugador se retrasan para su retiro.

I made over €10,000 in profit (no active bonus, KYC uploaded and confirmed weeks ago).

The first €4,500 were paid out (bank transfer).

Now the entire balance (€5,861.19 real balance) is blocked – I can no longer request a withdrawal (message: "For withdrawals, each deposit amount must be fully wagered").

Support only says "finance department is taking care of it" or "high volume" – no approval, no precise information.

I don't want to play anymore – I just want to withdraw my money.

Evidence attached (screenshots of balance, blocked payout, IDs, emails/chat).

Please ensure that the balance is released and paid out.

Ich habe über 10.000 € Gewinn gemacht (kein aktiver Bonus, KYC vor Wochen hochgeladen und bestätigt).

Erste 4.500 € wurden ausgezahlt (Banküberweisung).

Nun ist das gesamte Guthaben (5.861,19 € echtes Guthaben) blockiert – ich kann keine Auszahlung mehr beantragen (Meldung: "Für Abhebungen muss jeder Einzahlungsbetrag vollständig umgesetzt werden").

Support sagt nur "Finanzabteilung kümmert sich" oder "hohes Volumen" – keine Freigabe, keine genaue Info.

Ich will nicht mehr spielen – nur mein Geld auszahlen.

Beweise angehängt (Screenshots Guthaben, blockierte Auszahlung, IDs, Mails/Chat).

Bitte vermitteln, dass das Guthaben freigegeben und ausgezahlt wird.

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Dear CsknSam,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with withdrawing the remaining balance from your account.

To help us clearly understand the situation and assess how we can proceed, could you please clarify the following points:

• When did you complete your account verification (KYC), and did the casino confirm its approval in writing?
• You mentioned that no bonus was active — could you please confirm whether any bonuses (including free spins, cashback, or promotions) were used at any point during the play that generated the remaining balance?
• Did the casino explain which specific deposit they claim has not been fully wagered, or how they are applying the rule you mentioned?

If you have any additional emails, chat transcripts, screenshots, or other communication where the casino addressed the wagering requirement or confirmed your withdrawal eligibility, please feel free to forward them to [email protected] for further review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.