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I've been trying to withdraw my money for several weeks, have canceled and resubmitted several times, and have been waiting since October 12, 2025, and the only answer I get each time is "continuing to review."

I have a large amount in my account and try to pay it out at least in small amounts but even that doesn't work

Ich versuche seit mehreren Wochen mein Geld auszuzahlen, habe diese mehrmals abgebrochen und erneut gestellt warte jetzt wieder seit dem 12.10.2025 und die einzige Antwort die ich jedes Mal bekomme.. „wird weiterhin geprüft"

mich habe einen großen Betrag auf meinem Konto liegen und versuche es zumindest in kleinen Stücken auszuzahlen aber selbst das funktioniert nicht

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Aleessjjaa,

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

Dear Aleessjjaa,

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.

I still haven't received a payout and it's been 14 days since I applied and I'm verified, so I don't know what the problem is.

Ich habe noch immer keine Auszahlubg erhalten und es sind 14 Tage bereits seit dem Antrag vergangen und ich bin auch verifiziert ich weiß nicht wo das Problem liegt.

Dear Aleessjjaa, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

1. Yes, I've already made withdrawals, and they usually went through quickly. But since mid-September, withdrawals have been taking forever, and the last one, from October 12, 2025, is still being processed. I still have a large amount in my account, but I can only withdraw small amounts, and that's the current €960.
2. I achieved the current profit without bonuses
3. That was the last answer I received, usually it's always the same answer: that my money is safe there but due to increased requests the payout may take a while

1. Ja ich habe schon Abhebungen vorgenommen, diese gingen auch meistens schnell durch. Aber seit Mitte September dauern Abhebungen ewig lang und die letzte von 12.10.2025 ist immer noch in Bearbeitung. Ich habe eine hohe Summe auf meinem Konto weiterhin liegen, kann aber nur kleine Beträge auszahlen und da sind die momentanen 960€
2. Den jetzigen Gewinn habe ich ohne Bonis erzielt
3. das war die letzte Antwort die ich erhalten habe, meistens sind es immer die gleichen Antworten: das mein Geld da sicher liegt aber aufgrund von erhöhter Anfragen die Auszahlung dauern kann

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Aleessjjaa,

My name is Jana 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear all,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your pending withdrawals.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Playi0 casino Team

Dear  Aleessjjaa, ,

We would like to inform you that the two transactions that you have made have been successfully completed.

We have also contacted the relevant department regarding the pending withdrawals, and we will update you as soon as we receive further information.

Best regards,

Playi0 casino Team

Yes, 2/3 payouts were made and one was cancelled.

I hope that the upcoming payouts won't take so long...

Thank you so much for editing 🙂

Ja 2/3 Auszahlungen wurden getätigt und eine wurde storniert.

ich hoffe dass die kommenden Auszahlungen nicht so lange dauern werden..

vielen Dank für die Bearbeitung 🙂

Dear Aleessjjaa,

Thank you for your patience.

We would like to inform you that another payment has been successfully completed. We are also in communication with the relevant department, and they will proceed with the pending one shortly.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Best regards,

PlayiO Casino team.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Aleessjjaa,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana