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I submitted a withdrawal request for 500 euros on February 6, 2025, but nothing has happened since then. My account is not verified even though I suggested it myself, and emails are not answered. I get almost the same answers every day in live chat: my withdrawal is in the final stages, there are delays, technical problems, generally too many withdrawal requests, my bank is blamed even though it hasn't even been processed, and once it was even claimed that my withdrawal was simply canceled. These are just excuses to get me to cancel the withdrawal. What else should I do? Can you help me?

Ich hab am 06.02.2025 ein Abhebungsantrag in Höhe von 500 Euro gestellt, lediglich seit dem tut sich gar nichts. Mein Konto wird nicht verifiziert obwohl ich es selbst vorgeschlagen habe, auf Emails wird nicht geantwortet. In live Chat bekomme ich täglich fast die gleichen Antworten: meine Auszahlung befindet sich in Endphase, es gibt Verzögerungen, technische Probleme, allgemein zu viele Auszahlungsanträge, schuld wird auf mein Bank geschoben obwohl es nicht Mal bearbeitet ist, einmal würde sogar behauptet meine Auszahlung würde einfach storniert. Es sind nur Ausreden um mich doch zum Auszahlung Stornierung bringen. Was soll ich noch tun? Könnt ihr mir helfen?

Dear David91,

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.

Thank you very much! Let's see what happens, I'll get back to you with an update

Danke sehr! Mal sehen was passiert, ich melde mich dann mit nen Update

Dear David91,

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, I'm still waiting for my payout, the casino isn't doing anything and I'm getting the same answers to my questions.

I don't think I'll ever get the payout.

Hallo, ich warte immer noch auf mein Auszahlung, Casino macht gar Nichts, auf meine Fragen bekomme ich die selben Antworten.

Ich glaube nicht dass ich die Auszahlung irgendwann bekommen werde.

Thank you David91 for all the information provided. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear David91,

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. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Playio Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

Dear David91, I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/file-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (martina.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett