The player from Portugal had been unable to withdraw her funds for three weeks since her first attempt on 30/04/2025. She encountered repeated processing faults and had not received a resolution despite multiple inquiries through chat and email. The issue was resolved after she provided the necessary local IBAN, and her withdrawal was successfully processed. The Complaints Team confirmed the successful resolution and marked the complaint as 'resolved' in their system.
PlayiO Casino - Player’s withdrawal requests are delayed.
Amount: €200
PlayiO Casino
Safety Index:Above averageSafety Index
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7.4
PlayiO Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
my first withdrawal attempt was on 20/04/2025 and I haven't been able to make it since. I get paid the same way I paid, I've tried bank transfers and nothing I've contacted the chat since then and it's always the same excuse processing fault that is never resolved I make the withdrawal and on the third business day is refused they say my account does not need to be verified more nothing is resolved neither by chat nor by email asks for a manual withdrawal a week and no return.
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayiO Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you successfully withdrawn winnings from the casino in the past?
- Could you please specify which payment method you have used for the deposit?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- When did you discuss a manual withdrawal with casino support? Has the casino attempted to send you money using this method?
- Has the casino offered any other alternatives for you to withdraw winnings?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
1 month ago
Translation
Hi, just to clarify, the first withdrawal attempt was on April 30, 2025.
*I never withdrew.
*I tried the same payment method then bank transfer.
*Live games and slot machines.
*No, I didn't.
No more waiting.
Automatic translation:
Public
Casino representative
Public
1 month ago
Dear sheilasantosmarques,
Thank you for your patience.
We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.
We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.
Best Regards,
Playio Team
Public
Complaint Specialist
Public
1 month ago
Thank you very much, sheilasantosmarques, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]), 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.
Public
Public
1 month ago
Translation
Thank you very much, I'm waiting for you. This week I tried twice, once on a new account of mine, and it was refused in the same way. I contacted the chat and they told me that the department had canceled my withdrawal so I had to do it again. That's all they tell me.
Automatic translation:
Public
Casino representative
Public
1 month ago
Dear sheilasantosmarques,
Thank you for your patience.
Kindly be advised that in order to complete and payout your requested withdrawal, you need to provide us with local IBAN from Portugal where you registered.
Once you provide us with this bank details from your local bank, we can complete the withdrawal.
Thank you for understanding.
Best Regards,
Playio Team
Public
Community & Complaints Administrator
Public
4 weeks ago
Greetings, all.
I would like to thank you all for the cooperation on this case.
Dear sheilasantosmarques,
Could you do as requested, please, and inform us about any updates?
Thank you in advance.
Respectfully,
Romi
Public
Public
4 weeks ago
Translation
Hi, good afternoon, I've already sent the Portuguese iban since Monday and so far nothing in the app. The withdrawal is still under review but it hasn't even entered my account yet and I'm not going back to the casino, which is what happens on the third working day.
Edited
Automatic translation:
Public
Public
4 weeks ago
Translation
Hello, good morning and thank you for finally making my withdrawal today. Thank you very much
Automatic translation:
Public
Community & Complaints Administrator
Public
3 weeks ago
Thank you, sheilasantosmarques, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Romi
www.kpvfaw.com
