PlayiO Casino - Los retiros de los jugadores se retrasan.

Hello, I won €14,000 at Playio Casino. I made three withdrawals almost two weeks ago: on March 29, 30, and 31, all for €500, and none have been processed yet. I've contacted the live chat several times. I always get the same response: they've forwarded it to the finance department and I should be patient. The same thing happened when I contacted email support. Under verification, it says no verification is required. I haven't claimed a bonus.

Hallo, ich habe im playio casino 14000 Euro gewonnen. Ich habe 3 Auszahlungen vor fast 2 Wochen getätigt. Am 29.03, 30.03 und 31.03. alle in höhe von 500 Euro und keine wurde bis jetzt bearbeitet. Ich habe sehr oft mit dem livechat geschrieben. Immer kommt die selbe Antwort sie hätten das an die Finanzabteilung weitergeleitet und ich solle noch Geduld haben. Das selbe beim Kontakt mit dem Email Support. Unter Verifizierung steht es ist keine Verifizierung erforderlich. Einen Bonus habe ich nicht beansprucht.

Dear trebekil,

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, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Yes, tomorrow is the 14 days. I'll get back to you tomorrow. How am I ever supposed to withdraw 14,000 euros? That would take forever with 28 withdrawals of 500 euros each. You can only have three withdrawals at a time and a maximum of 500 per withdrawal. As I said, the verification process says no documents are required. According to the live chat, everything's fine on my end and I should just wait until the withdrawals have been processed.

Ja, morgen sind 14 Tage um. Dann werde ich mich morgen nochmal melden. Wie soll ich so jemals 14000 Euro auszahlen. Das dauert ja ewig bei 28 Auszahlungen a 500 Euro. Man kann ja nur 3 Auszahlungen gleichzeitig haben und maximal 500 pro Auszahlungen. Wie gesagt bei Verifikation steht, dass keine Unterlagen nötig sind. Laut Livechat passt von meiner Seite aus alles und ich solle nur warten bis die Auszahlungen bearbeitet wurden.

Two weeks ago today I made my first withdrawal.

Heute vor 2 Wochen habe ich die erste Auszahlung getätigt.

So, today there's another reason why my withdrawals aren't being processed. Apparently, there are problems with the payment service provider. Every other day, there's a different problem. My withdrawals were over two weeks ago. Can you comment on this, Casinoguru?

So, heute gibt es wieder einen anderen Grund warum die Bearbeitung meiner Auszahlungen nicht erfolgt. Angeblich gibt es Probleme mit dem Zahlungsdienstleister. Jeden 2. Tag gibt es ein anderes Problem. Meine Auszahlungen sind jetzt über 2 Wochen her. Könnt ihr euch jetzt Mal dazu äußern Casinoguru ?

The game progress has been reviewed; no verification is required. We're now at 2.5 weeks.

Der Spielverlauf ist geprüft, es ist keine Verifikation erforderlich. Mittlerweile sind wir bei 2,5 Wochen.

Thank you for your responses. Please forward me all the communication between you and the casino customer support regarding the delay in the processing of your withdrawals at veronika.f@casino.guru.

Hello, I've sent everything to your email address. Both the live chat conversations and the email support conversations.

Guten Tag, ich habe ihnen alles geschickt an ihre Email Adresse. Sowohl die Konversationen mit dem Livechat, als auch mit dem Email Support.

*UPDATE* All three payouts have been received. Just now. I've now requested the next payout. Also €500.

*UPDATE* alle drei Auszahlungen sind eingegangen. Gerade eben. Ich habe nun die nächste Auszahlung in Auftrag gegeben. Auch 500€

Dear trebekil,

We are pleased to confirm you that your withdrawal requests from March 2025, have been successfully completed.

We would kindly request that you remain patient as we endeavor to complete and the current ones as soon as possible.

Kind Regards,

Playio Casino Team

Dear trebekil,

I am glad to hear that you received your winnings. Could you please specify how many pending withdrawal requests are currently in your account?

I currently have three withdrawal requests in process, dated April 16, 17, and 18. All for €500. I'm curious to see if it will go faster this time.

Derzeit habe ich wieder 3 Auszahlungsanträge in Bearbeitung. Von 16.04,17.04 und 18.04. Alle in höhe von 500 Euro. Ich bin gespannt ob es diesmal schneller geht.

Okay, the 4th, 5th, and 6th withdrawals also worked. This time within a week.

Okay, auch die 4. 5. Und 6. Abhebung haben geklappt. Diesmal innerhalb einer Woche.

I'm glad to hear that. Is there anything else we can assist you with, or may this complaint be closed? Please let me know.

There are still 22 payouts to come, of which 3 are currently being processed.

Es folgen noch 22 Auszahlungen, wovon jetzt gerade wieder 3 in Bearbeitung sind.

Apparently the current 3 payouts are taking longer again

Scheinbar dauern die aktuellen 3 Auszahlungen wieder länger

I currently have three payouts in process, each for €500, from April 23, 24, and 25. I initially thought it would be quicker, but now these payouts are still being processed.

Ich habe momentan 3 Auszahlungen in Bearbeitung in höhe von jeweils 500€ vom 23. , 24. Und 25. April. Ich dachte erst es geht schneller jetzt allerdings sind diese Auszahlungen noch in der Bearbeitung.

Dear trebekil,

We sincerely apologize for the delay and kindly ask for your patience as we work diligently to process your most recent withdrawal submission with urgency.

Kind Regards,

Playio Casino Team

Thank you very much, trebekil, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear trebekil,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

Dear casino representative, thank you for your continued cooperation. Could you please look into speeding up the payout process? Faster handling would be extremely helpful on our end.

Thank you in advance.

Dear trebekil,

I hope this message finds you well.

Please be assured that we are taking prompt action, and your request is being prioritized to facilitate the processing of your pending withdrawals at the earliest opportunity.

Kind regards,

Playio Casino Team

Thank you PlayiO Casino for cooperation!

Dear trebekil

Hopefully, at this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Hello, the payments have not been received yet.

Guten Tag, die Auszahlungen sind noch nicht eingegangen.

Dear trebekil,

thank you for letting me know. Let´s be little more patient and give them some more time. Please keep me updated.

Dear

We are pleased to confirm that all your withdrawal request from April has been successfully completed.

We would kindly request that you remain patient as we endeavor to complete your current withdrawal requests submitted in May as soon as possible.

Furthermore, we've noticed that you've submitted several withdrawal requests and then cancelled them before they had been completed.

Please be advised that should you choose to cancel an existing pending withdrawal, the processing time for the withdrawal will reset.

We hope this clears things up for you!

Kind regards,

Playio Casino Team

Dear trebekil,

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,
Martina
Casino.Guru