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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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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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 petronela.k@casino.guru 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.

Dear Petronela,

Thank you very much for your message and for taking over my complaint.

Here are the answers to your questions:

1. KYC verification:

I voluntarily sent the KYC documents (ID card + proof of address) by email on December 4, 2025 to support@playio.com sent to avoid delays.

The casino received the documents but never confirmed in writing that KYC was complete. Instead, they stated in an email: "Your account is not currently required for verification and there is no need to provide the documents." The app consistently displays: "It looks like your account doesn’t need to be verified. Enjoy our games."

2. Bonus/Free Spins/Cashback during the game:

No, I didn't use any active bonuses, free spins, or cashback when the winnings were generated. The winnings (over €10,000) came from my own balance. There were two smaller cashback credits later (2 x €120 on December 21, 2025), which were credited as real money without any wagering requirements. These had no impact on the winnings.

3. Casino's explanation regarding deposit conversion:

The casino never specifically explained which deposit allegedly failed to meet the wagering requirements or how the rule is being applied. They only state generally that "deposit must be wagered" and block all withdrawals. No exact amount or details are given – only standard responses like "finance department is reviewing" or "high volume."

4. Eligibility for payment:

The casino has already paid out €4,500 (bank transfer), so my eligibility for payment has been proven.

Nevertheless, they are now blocking new withdrawals with the "turn over deposit" rule – without a precise explanation of how much is missing.

Liebe Petronela,

vielen Dank für Ihre Nachricht und die Übernahme meiner Beschwerde.

Hier die Antworten auf Ihre Fragen:

1. KYC-Verifizierung:

Ich habe die KYC-Dokumente (Personalausweis + Adressnachweis) freiwillig am 4. Dezember 2025 per E-Mail an support@playio.com geschickt, um Verzögerungen zu vermeiden.

Das Casino hat die Dokumente erhalten, aber nie schriftlich bestätigt, dass KYC abgeschlossen ist. Stattdessen haben sie in einer E-Mail gesagt: "your account is not currently required for verification and no need to provide the documents." In der App steht immer: „Es sieht so aus, als ob dein Konto nicht verifiziert werden muss. Viel Spaß mit unseren Spielen."

2. Bonus/Freispiele/Cashback während des Spiels:

Nein, ich habe keinen aktiven Bonus, Freispiele oder Cashback genutzt, als die Gewinne entstanden sind. Die Gewinne (über 10.000 €) kamen aus eigenem Guthaben. Es gab später zwei kleine Cashback-Gutschriften (2×120 € am 21.12.2025), die als echtes Guthaben gutgeschrieben wurden, ohne Umsatzbedingung. Diese haben keinen Einfluss auf die Gewinne.

3. Erklärung des Casinos zur Einzahlungsumsetzung:

Das Casino hat nie konkret erklärt, welche Einzahlung angeblich nicht umgesetzt wurde oder wie die Regel angewendet wird. Sie sagen nur allgemein „Einzahlung muss umgesetzt werden" und blocken alle Auszahlungen. Keine genaue Summe oder Details – nur Standard-Antworten wie "Finanzabteilung prüft" oder "hohes Volumen".

4. Auszahlungsberechtigung:

Das Casino hat bereits 4.500 € ausgezahlt (Banküberweisung), also ist meine Auszahlungsberechtigung bewiesen.

Trotzdem blocken sie jetzt neue Auszahlungen mit der Regel "Einzahlung umsetzen" – ohne genaue Erklärung, wie viel fehlt.

Dear Petronela,

Here are the attachments to my complaint.

Thank you so much for your help!

Best regards

Liebe Petronela,

hier die Anhänge zu meiner Beschwerde

Vielen Dank für die Hilfe!

Beste Grüße

Hi CsknSam,

Thank you very much for providing the detailed information and for sharing the supporting attachments. I appreciate the time and effort you put into explaining the situation.

I’m sorry for replying only now and for the one-week delay in getting back to you.

Before we proceed further, could you please let me know whether there have been any developments since your last message? For example, has the casino contacted you again, provided any additional explanation, or released any part of the remaining balance?

Once I have your confirmation, we will review the case again and determine the next appropriate steps.

Thank you for your patience and cooperation.

Dear CsknSam,

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,
Petronela
Casino.Guru