PlayiO Casino - Povlačenja igrača su odložena i otkazana.

I have a Playio account and have been trying to withdraw my winnings since August 9, 2026. As of today, August 13, I have not received any payments. My tier limit is €500 per 24 hours, with a maximum of three active requests at a time, so I had to submit multiple separate requests.

On August 9th, I requested €500 (ID ee2bf5a6-187e-48ea-a46b-46fff99bf055) and on August 10th, another €500 (ID 2a872f0f-441d-472c-8cb2-4512faa809cf), both credited to my card. On August 11th, I requested another €500 via bank transfer (ID 06574399-dc9b-45da-94b7-fc7ee02fe0a8). All three requests remained stuck at "Verification in progress" for days.

The main problem is this: on August 13th, I received two emails from the casino informing me that the first two requests had been cancelled. I didn't cancel them. In the days leading up to this, I had contacted the casino several times, both via chat and email, explicitly stating that I didn't intend to cancel anything. The €1,000 was returned to my gaming account balance, and the time count started over.

I disputed the cancellation, and the casino responded in writing, admitting that the withdrawals were canceled due to a communication issue with the payment provider, calling it a circumstance beyond their control. However, in the same response, they stated that they were unable to provide a guaranteed completion date and did not answer my question about whether the time count was reset for an event beyond my control.

A second issue concerns the stated processing times, which have been constantly changing. The help center page states three business days from the request date. An email from August 10th states three to five business days from the day after the request or from the day of the last processed withdrawal. Another email from the same day states three business days. In a chat on August 11th, I was told "at least three to five business days." In a chat on August 12th, I was told that the three requests would be processed one after the other, with three to five days each. I have retained all these communications.

A third issue concerns the payment method. The cancellation emails instruct me to use the same method for withdrawals as the deposit—credit card—and a few lines further down in the same email, they recommend bank transfer. I wrote to ask which method to use and received no response.

The casino confirmed to me in writing, both via chat and email, that my account does not require verification and that there are no documents to submit. I have not received any bonuses, I do not have multiple accounts, and all payment methods are registered in my name.

I wrote to support twice requesting a specific payment date, with ticket number 54920564. Today, August 13th, I resubmitted a request for €500 via bank transfer (ID 439a57fe-26f1-4430-b57f-8c9b463a68dc), and the daily limit prevents me from immediately requesting the remainder.

I ask for your help in obtaining payment of the sums owed to me and a firm date, and to clarify how it is possible for two valid requests to be cancelled without my authorization and for the countdown to restart from zero to my detriment.

Ho un conto su Playio e sto cercando di prelevare le mie vincite dal 9 agosto 2026. A oggi, 13 agosto, non ho ricevuto alcun pagamento. Il limite del mio livello è di 500 euro ogni 24 ore, con un massimo di tre richieste attive in contemporanea, quindi ho dovuto presentare più richieste separate.

Il 9 agosto ho richiesto 500 euro (ID ee2bf5a6-187e-48ea-a46b-46fff99bf055) e il 10 agosto altri 500 euro (ID 2a872f0f-441d-472c-8cb2-4512faa809cf), entrambi con accredito su carta. L'11 agosto ho richiesto altri 500 euro tramite bonifico bancario (ID 06574399-dc9b-45da-94b7-fc7ee02fe0a8). Tutte e tre sono rimaste ferme allo stato "Verifica in corso" per giorni.

Il problema principale è questo: il 13 agosto ho ricevuto due email dal casinò che mi comunicavano l'annullamento delle prime due richieste. Non le ho annullate io. Nei giorni precedenti avevo scritto più volte al casinò, sia in chat sia via email, precisando espressamente che non intendevo annullare nulla. I 1.000 euro sono tornati sul saldo del conto di gioco e il conteggio dei tempi è ripartito da zero.

Ho contestato l'annullamento e il casinò mi ha risposto per iscritto ammettendo che i prelievi sono stati annullati per un problema di comunicazione con il fornitore di servizi di pagamento, definendolo una circostanza fuori dal loro controllo. Nella stessa risposta hanno però dichiarato di non essere in grado di fornire una data di completamento garantita, e non hanno risposto alla mia domanda sul fatto che il conteggio dei tempi ripartisse da zero per un evento non imputabile a me.

Un secondo problema riguarda i tempi dichiarati, cambiati continuamente. La pagina del centro assistenza indica tre giorni lavorativi dalla data della richiesta. Un'email del 10 agosto indica tre-cinque giorni lavorativi dal giorno successivo alla richiesta oppure dal giorno dell'ultimo prelievo elaborato. Un'altra email dello stesso giorno indica tre giorni lavorativi. In chat l'11 agosto mi è stato detto "almeno tre-cinque giorni lavorativi". In chat il 12 agosto mi è stato detto che le tre richieste sarebbero state elaborate una dopo l'altra, con tre-cinque giorni ciascuna. Ho conservato tutte queste comunicazioni.

Un terzo problema riguarda il metodo di pagamento. Nelle email di annullamento mi si dice di usare per il prelievo lo stesso metodo usato per il deposito, cioè la carta di credito, e poche righe più sotto, nella stessa email, mi si suggerisce il bonifico bancario. Ho chiesto per iscritto quale metodo utilizzare e non ho ricevuto risposta.

Il casinò mi ha confermato per iscritto, sia in chat sia via email, che il mio account non richiede alcuna verifica e che non risultano documenti da inviare. Non ho ricevuto bonus, non ho conti multipli e tutti i metodi di pagamento sono intestati a me.

Ho scritto due volte al supporto chiedendo una data certa di pagamento, con il ticket numero 54920564. Oggi 13 agosto ho ripresentato una richiesta da 500 euro tramite bonifico (ID 439a57fe-26f1-4430-b57f-8c9b463a68dc), e il limite giornaliero mi impedisce di richiedere subito la parte restante.

Chiedo il vostro aiuto per ottenere il pagamento delle somme che mi spettano e una data certa, e perché sia chiarito come sia possibile che due richieste valide vengano annullate senza la mia autorizzazione e che il conteggio dei tempi riparta da zero a mio danno.

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Dear CristinaB,

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 within 14 days of 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,

Tomas

HI,

Thanks for the info, but they should respect the stated times, in any case I received the first withdrawal today.

Good evening

Ciao,

grazie per info, però dovrebbero rispettare i tempi dichiarati, comunque ad oggi ho ricevuto il primo prelievo.

Buona serata

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

Dear CristinaB,

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,

Tomas