PlayiO Casino - A retirada do jogador está atrasada devido a problemas de verificação.

I have been using playio for a few months now. I verified myself on the site and was able to deposit money regularly and withdraw small winnings without any problems. The first time I won a large amount at playio, it was €50,000, which was of course a great joy after depositing several thousand euros. Suddenly I was asked to verify again by asking for ID, a document with my address and an overview of the transactions with the payment method used. I submitted all of these documents and yet the verification was still rejected. They are asking for a transaction list from Apple Pay, which does not exist. You can even read about this from Apple Support, that there are countries, including Germany, that only show up to 10 transactions via wallet. Accordingly, I sent my bank an overview as a PDF, which shows exactly that these amounts were transferred from the account with Apple Pay, and yet they expect a different overview, which I don't have. Nobody can help me and the answer I always get from playio support is the same: they still want an overview from Apple Pay. But this document doesn't even exist. I don't know what to do. It seems to me that Playio knows full well that it's not possible to simply avoid paying out this amount.

I think this is an absolute disgrace and a rip-off and I ask for help.

Ich nutze jetzt seit einigen Monaten playio, hatte mich für die Seite verifiziert konnte ständig Geld einzahlen und kleine Gewinne auch Problem auszahlen. Das erste Mal habe ich bei playio einen großen Betrag gewonnen es handelt sich um 50000€, was natürlich eine große Freude bereitet hat nachdem man mehrer Tausend Euro eingezahlt hat. Plötzlich wurde eine erneute Verifizierung erwünscht indem ein Ausweis gefordert wurde, ein Dokument mit Adresse und eine Übersicht der Transaktionen mit dem zahlmittel das man genutzt hat. Diese Dokumente wurden alle eingereicht und trotzdem wird die Verifizierung abgelehnt. Es wird eine Transaktionen Liste gefordert von Apple Pay, die nicht existiert dies kann man sogar beim Apple Support nachlesen, das es Länder gibt unter anderem die Deutschland die nur bis zu 10 Transaktionen über wallet anzeigen, dementsprechend habe ich eine Übersicht von meiner Bank als pdf zukommen lassen, wo genau einzusehen ist dass diese Beträge von dem Konto mit Apple Pay getätigt wurden und trotzdem erwartet man eine andere Übersicht, die ich nicht habe. Keiner kann mir weiter helfen und als Antwort von playio Support erhalte ich ständig nur die gleiche Antwort das trotzdem eine Übersicht von Apple Pay gewollt ist. Dabei gibt es dieses Dokument überhaupt nicht. Ich weiß nicht mehr weiter. Mir kommt es so vor als würde playio ganz genau wissen dass es nicht möglich ist nur im diesen Betrag nicht auszahlen zu müssen.

Ich finde das ist eine absolute Frechheit und abzocke und bitte um Hilfe.

Dear Aleessjjaa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Playio.

To further assist you in resolving this issue, I would like to ask you a few clarifying questions:

• Can you confirm the exact documents you submitted to Playio for the verification process? Have all your documents been approved, apart from the transaction list from Apple Pay?
• Have you contacted Apple Pay directly for assistance or to see if they can provide any documentation to you?
• What specific responses have you received from Playio support regarding your case?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

My ID card was approved, as were my documents with my address. The transaction overview, however, was not, even though I submitted an exact original PDF from my bank which shows exactly that the payment was made via Apple Pay. You can only get this overview from the bank. I asked Apple Support, but there is no retroactive transaction overview for up to one month, you can only see the last 10 deposits in your personal wallet. I don't understand why the PDF from my bank isn't enough, since everything is documented. I haven't received a precise answer, they just say they can't tell me how to get this document, but they need it...???

Mein Personalausweis wurde genehmigt, genauso meine Dokumente mit der Adresse. Die Transaktionen Übersicht jedoch nicht, dabei habe ich eine genaue Original PDF von meiner Bank eingereicht wo genau hinterlegt ist das die Zahlung per Apple Pay erfolgt sind, man kann diese Übersicht auch nur über die Bank erhalten, ich habe beim Apple Support nachgefragt, es gibt keine rückwirkende Transaktionen Übersicht von bis zu einem Monat, man kann beim persönlich wallet nur die letzten 10 Einzahlungen einsehen. Ich verstehe nicht wieso die PDF meiner Bank nicht ausreicht da ist doch alles dokumentiert. Eine Antwort genau erhalte ich nicht es heißt nur die können mir nicht sagen wie ich an diese Unterlage komme aber die brauchen diese…???

Dear Aleessjjaa,

Thank you for the patience, and sorry for the issue you were facing.

Kindly be advised that your account is verified successfully, and now you can request to withdrawal your funds with no issues.

Thank you and have a great day.

Best Regards,

PlayioCasino Team

Dear PlayiO Casino representative,

Thank you very much for getting in touch with us and providing assistance to the player.

Dear Aleessjjaa,

I'm glad to hear that your account has now been verified. Please let me know when you submit your withdrawal request.

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

Dear Aleessjjaa,

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,

Veronika