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On December 30, 2024, I requested a withdrawal of €450. Subsequently, I made two more withdrawal requests of €500 each, with the last one on January 1, 2025!

I allowed the 3 business days specified in your terms and conditions for processing withdrawals.

When I inquire about the status of my withdrawals, I am always told that the finance department is working hard and I should receive an email in the next few days, but nothing happens. Today is January 10, 2025.

Since I have over €4,450 in my account, I would like to receive a withdrawal; otherwise, I won't be able to withdraw the remaining money.

I have also sent documents for verification, but I was told that I don't need to verify my account.

Therefore, I need your help, please!

Ich habe am 30.12.24 eine Auszahlung in Höhe von 450€ beantragt, in der Folge habe ich noch 2 weitere Auszahlungen von jeweils 500€ beantragt. Die letzte am 01.01.25!

Ich habe ihnen die 3 Werktage Zeit gegeben die sie in ihren AGB festlegen um Auszahlungen zu bearbeiten.

Auf Anfragen wo meine Auszahlungen bleiben, wurde ich bis jetzt immer nur Vertröstet mit der Aussage die Finanzabteilung arbeitet mit Hochdruck und ich soll in den nächsten Tagen eine E-Mail erhalten aber da passiert gar nichts. Heute ist der 10.01.25

da ich über 4450€ auf meinem Konto habe, würde ich gerne mal eine Auszahlung erhalten da ich sonst das restliche Geld nicht auszahlen kann.

ich habe auch schon Unterlagen zur Verifizierung gesendet, aber da wurde mir gesagt ich muss mein Konto nicht verifizieren.

somit bräuchte ich eure Hilfe bitte!

Dear Lucky2509,

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

I am happy to wait patiently. As far as KYC is concerned, I have already sent documents and was told that I do not have to verify myself.

but ok, then I'll wait another 5 days!

Ich warte gerne und geduldig, was das KYC angeht habe ich ja schon Dokumente geschickt, worauf mir gesagt wurde das ich mich nicht verifizieren muss.

aber ok, dann warte ich noch 5 Tage!

I still haven't received any payment, I just keep getting put off, according to customer support I've been on a priority list for 4 days but nothing is happening.

I'm starting to worry, after all we're talking about more than 4000€!

How long is this going to go on?

Ich habe nach wie vor keine Zahlung erhalten, werde immer nur vertröstet, laut Kundensupport stehe ich seit 4 Tagen auf einer Prioritätenliste aber passieren tut gar nichts.

langsam mache ich mir Sorgen, schließlich geht es um mehr als 4000€!

wie lange soll das noch gehen?

Thank you very much, Lucky2509, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Lucky2509, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payouts. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Playio Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal requests are being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

These are the messages I receive from support, not very helpful.

when I want to verify, it says I don't have to verify

Das sind die Nachrichten die ich so vom Support erhalte, nicht sehr hilfreich.

wenn ich verifizieren will, heißt es ich muss mich nicht verifizieren

I have received the first €1000 from the casino, but the oldest payout has still not been made.

but that's a good start.

thank you for your help, maybe it will work smoothly now

Sun ******

Ich habe die ersten 1000€ vom Casino erhalten, wobei die älteste Auszahlung noch immer nicht stattgefunden hat.

aber das ist ja schon mal ein guter Anfang.

danke erst einmal für eure Hilfe, vielleicht klappt es ja jetzt dann mal reibungslos

Sun ******

That is great news!

Could you please confirm if the first payout request is still showing as being in progress, or if its status has changed in the meantime?

The first payout is still being processed

Die erste Auszahlung befindet sich immer noch in Bearbeitung

So my first payout has arrived, I am curious how long I have to wait for the next 1500€.

but first of all thank you very much

So meine erste Auszahlung ist auch angekommen, ich bin gespannt wie lange ich auf die nächsten 1500€ warten muss.

aber erst einmal vielen Dank

Seems like things are well on their way. :)

From my understanding, the casino has now paid you all of the originally requested 1,450€, is that correct?

Also, have you requested the other 1,500€ already? If so, can you please specify in what quantities and when did you send the request/s?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have now requested the next 1500€ for withdrawal, all 2 days ago, so the casino still has a little time

Ich habe jetzt die nächsten 1500€ zur Auszahlung beantragt, das ganze vor 2 Tagen, somit hat das Casino noch ein wenig Zeit

Thank you very much for the update!

We will keep this complaint open until you confirm your last withdrawal has been successful.

Please keep me informed about any further developments.

Dear Lucky2509,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.