I have won over 8900, I only got a small mountain of 800 euros back the first time, and now I want to withdraw 1200 but these 800€ from April 6, 2025 have not been in my account since the application.

Ich habe über 8900 gewonnen, nur ein kleinen Berg von 800 Euro hatte ich erstmals zurückbekommen, und jetz m?chte ich 1200 abheben aber diese 800€ vom 6.4.2025 ist seid dem Antrag nicht auf mein Konto.

Dear barzizoui95,

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.

Now I had to cancel because the €800 withdrawal wasn't possible. I've been waiting for my €500 payout for four days. According to the terms and conditions, I should receive it after three business days.

Nun musste ich stornieren da 800€ Abhebung nicht m?glich sei. Warte nun seid 4 Tage auf meine 500€ Auszahlung. Nach AGB sollte ich es nach 3 Werktagen erhalten

Dear barzizoui95,

Thank you for reaching out to us.

We apologize for any inconvenience this may have caused, but please be assured that we are willing to clarify the situation. 

After taking a look at your account, we noticed that you've been submitting multiple withdrawal requests and subsequently canceling them before they’re completed, even before being sent to the provider.

Please be advised that withdrawal requests generally require a minimum of three business days to process, starting from the day following the request or the day of the last processed withdrawal. It is essential to note that this timeframe excludes Saturdays, Sundays, and holidays.

Additionally, we would like to recommend that you refrain from canceling withdrawal requests, as this will necessitate the initiation of the process anew.

We would kindly request that you remain patient as we endeavor to complete your current withdrawal requests as soon as possible.

We trust that this information provides clarity regarding your situation.

Kind regards,

Playio Casino Team

I still haven't received my money.

ich habe mein Geld immer noch nicht erhalten.

Dear all,

We are pleased to inform you that your withdrawal requests from 12, 15, 16 of April, has been completed.

Kind regards,

Playio Casino team

Dear barzizoui95,

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.

Dear barzizoui95,

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,
Nick
www.kpvfaw.com