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Hey, I made a withdrawal of €500 on August 7th, and about a week later, I requested two more withdrawals of €500 each. Another €7,000 is in my account, but I can't withdraw it due to the limit.

Since then, support has reassured me that the finance department is very busy at the moment and that nothing has been done yet.

My KYC documents were submitted by email, but they said this was not necessary yet.

Hey, ich habe am 7. August eine Auszahlung über 500 Euro, und etwa eine Woche danach je 2 weitere über 500 beantragt. Weitere 7000 liegen auf dem Konto, können aber aufgrund des Limits nicht zur Auszahlung gebracht werden.

Seit dem genannten Zeitpunkt werde ich vom Support damit beruhigt, dass die Finanzabteilung gerade viel beschäftigt ist und deshalb noch nichts passiert.

Meine KYC Dokumente wurden per Mail eingereicht, es hieß aber dies sei noch nicht nötig.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

When was the last time the casino customer support contacted you regarding the processing of your payments?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hey Veronica,

No, it was my first time playing there. Based on my experience with other casinos, I assumed that KYC verification would be possible at any time and could be completed as part of a withdrawal.

I made a one-time deposit of 100 euros without a bonus and then used this to win the aforementioned prizes on exactly two slot machines.

I just received another email apologizing for the delay and stating that no KYC documents are required.

Thanks for your help!

Hey Veronika,

nein, ich habe das erste Mal dort gespielt. Aus Erfahrungen mit anderen Casinos war ich davon ausgegangen, dass auch hier eine KYC Verifizierung jederzeit möglich ist und im Rahmen einer Auszahlung stattfinden kann.

ich habe einmalig 100 Euro ohne Bonus eingezahlt und mit diesen dann die genannten Gewinne an genau 2 Slotmaschinen erspielt.

ich habe gerade eben nochmals eine Mail mit einer Entschuldigung für die Verzögerung bekommen und dass keine KYC Dokumente benötigt werden.

Danke für Ihre Hilfe!

Please forward me the email you received from the casino at [email protected]. Kindly include all the other evidence that could be relevant to the investigation of your case as well.

Have your withdrawal requests been updated in the meantime?

Hey,

I have just forwarded you two emails.

I just opened another ticket with you because today (1 month later) nothing has changed.

Hey,

ich habe dir gerade 2 emails weitergeleitet.

Ich habe gerade auch noch ein weiteres Ticket bei ihnen eröffnet, da sich heute (1 Monat später) immer noch nichts geändert hat.

Thank you very much, Koe1992, for providing all the necessary information. I will now transfer your complaint to my colleague Samuel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Koe1992,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from PlayiO Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear PlayiO Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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

Dear Koe1992,

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,

Samuel