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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.

minha primeira tentativa de levantamento foi no dia 20/04/2025 e desde não consigo já tente. Recebo da mesmo forma que paguei,já tentei transferências bancária e nada entro em contato com o chat desde então e é sempre a mesma desculpa culpa do processamento que nunca é resolvida faço o levantamento e no terceiro dia útil é recusado eles dizem que minha conta não precisa ser verifica mais nada é resolvido nem por chat nem por e-mail pede um levantamento manual a uma semana e não te retorno.

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• Have you successfully withdrawn winnings from the casino in the past?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

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.

Oi só retificando sai ali a primeira tentativa de retirada foi no dia 30/04/2025.

*Nao nunca saquei.

*tentei mesmo método de pagamento depois transferência bancaria.

*jogos ao vivo e caça- niques.

*nao tentei nao.

Nao mais nenhuma so aguarda.

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

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.

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.

Muito obgrigado tbm espero essa semana tentei duas vezes uma delas em uma nova conta minha e foi recusado do mesmo jeito entrei em contanto com o chat e me disseram que o departamento dês cancelou meu saque pra eu fazer de novo. É só o que me dizem.

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

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

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.

Oi boa tarde já fiz sim já enviei o iban português desde a segunda e até agora nada no aplicativo o saque continua sobre revisão mais ainda nem entrou na minha conta e nem volto pra o cassino que é o quem acontece do no terceiro dia útil.

Hello, good morning and thank you for finally making my withdrawal today. Thank you very much

Olá bom dia vindo agradece hoje finalmente conseguir fazer meu saque. Muito obrigado de verdade

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/casino.guru. 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

Casino.Guru