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Good day

The casino closed my account and didn't pay out my winnings. Previous, smaller winnings were paid out, but not the 4,000 CHF. The casino claims I failed the KYC.

Guten Tag

Das Casino hat mein Konto geschlossen und den Gewinn nicht ausgezahlt. Vorherige, kleinere Gewinne wurden ausgezahlt jedoch nicht die 4000 CHF. Das Casino behauptet ich habe die KYC nicht bestanden.

Hello,

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.

• How long were you a player at the casino, and when exactly was your account blocked?
• Could you please explain in more detail how the KYC process in the casino proceeded? Which documents have you submitted? Were you asked to submit documents multiple times? Were some documents accepted, but others were not?
• Was the information in your player's account filled out? Was the information in your player profile identical to the documents you provided to the casino?
• 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?

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Good day

1. Duration of player activity & suspension date:

I have been a Playio player since April/May 2025. My account was blocked on July 3, 2025, without prior warning.

2. KYC process:

As part of the KYC process, the casino asked me to submit various documents.

I have uploaded the following documents:

• Identity card (front and back)
• Proof of residence
• Proof of payment (screenshot or bank statement of deposits)
• Credit cards

I was asked several times to submit additional documents. Some of the submitted documents were accepted, but others were rejected without a clear explanation.

3. Information in the player account:

All information in my player account was complete and correct. It matched the documents I submitted. There were no discrepancies.

4. Games played:

I built up my balance mainly through slots.

5. Use of bonus

My current account balance was created without using a bonus. I didn't claim a bonus to achieve this balance.

I've contacted my VIP manager several times, both by email and asking for a solution. Unfortunately, I've been rejected the whole time. Previous smaller amounts have been paid out, however.

I would be happy if a solution could be found here.

Kind regards

Florim *****

Guten Tag

1. Dauer der Spielertätigkeit & Sperrdatum:

Ich war Spieler bei Playio seit April/Mai 2025. Mein Konto wurde am 03.07.2025 ohne vorherige Vorwarnung gesperrt.

2. Ablauf des KYC-Prozesses:

Im Rahmen des KYC-Prozesses wurde ich vom Casino aufgefordert, verschiedene Unterlagen einzureichen.

Ich habe folgende Dokumente hochgeladen:

• Personalausweis (Vorder- und Rückseite)
• Wohnsitznachweis
• Zahlungsnachweise (Screenshot oder Kontoauszug der Einzahlungen)
• Kreditkarten

Ich wurde mehrfach aufgefordert, Dokumente nachzureichen. Teilweise wurden eingereichte Unterlagen akzeptiert, andere jedoch abgelehnt, ohne eine klare Begründung.

3. Angaben im Spielerkonto:

Alle Angaben in meinem Spielerkonto waren vollständig und korrekt ausgefüllt. Diese stimmten mit den von mir eingereichten Unterlagen überein. Es gab keine Abweichungen.

4. Gespielte Spiele:

Ich habe mein Guthaben überwiegend mit Slots aufgebaut.

5. Bonusverwendung

Mein aktueller Kontostand entstand ohne die Verwendung eines Bonus. Ich habe keinen Bonus beansprucht, um das Guthaben zu erzielen.

Ich habe mich auch schon mehrmals per Mail und bei meinem "VIP" Manager gemeldet und nach einer Lösung gebeten. Leider wird die ganze Zeit abgewiesen. Vorherige kleinere Beträge wurde aber ausgezahlt.

Ich währe froh, wenn hier eine Lösung gefunden wird.

Freundliche Grüsse

Florim *****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([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 for your feedback and for forwarding this to Mr. Peter. I expect he will contact me directly and hope we can resolve the issue soon.

Kind regards

Florim Ibraimi

Vielen Dank für Ihre Rückmeldung und die Weiterleitung an Herrn Peter. Ich gehe davon aus, dass er sich direkt bei mir melden wird und hoffe, dass wir das Problem bald klären können.

Freundliche Grüsse

Florim Ibraimi

Hello there,

Thank you Florim94 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayiO Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Dear Peter,

Kindly be informed that we have contacted you regarding this complaint via email. Please check in your earliest convenience.

Kind regards,

PlayiO Casino team.

Thank you very much for your feedback, Peter. However, I would like to ask you to also inform us here in the public forum about the current status and the steps taken to resolve the issue. It is important that clarification is not carried out exclusively via email, but can also be transparently tracked here.

I won with a CHF 50.00 deposit, paid using my credit card.

Thank you for your understanding.

Kind regards

vielen Dank für Ihre Rückmeldung an Peter. Ich möchte Sie jedoch darum bitten, uns hier im öffentlichen Forum ebenfalls über den aktuellen Stand und die Lösungsschritte zu informieren. Es ist wichtig, dass die Klärung nicht ausschließlich per E-Mail erfolgt, sondern auch hier transparent nachvollzogen werden kann.

Den Gewinn hatte ich mit einer 50.00 CHF einzahlung erreicht. Aus meiner Kreditkarte eingezahlt.

Vielen Dank für Ihr Verständnis.

Freundliche Grüße

Thank you for providing me with the information PlayiO Casino representative.

Dear Florim94, according to the evidence provided by the casino, your account was funded with a card that does not belong to you. As you may know, it is an industry standard that each person may only have one account and fund it solely with funds belonging to them. Could you clarify why deposits into your account were made using a card that does not belong to you? Thank you in advance for your clarification!

Hello Peter

I would be happy to explain to you the situation in detail.

.

As I already mentioned to PlayIO, the credit card in question was my cousin's. We were out together that day, and unfortunately, I only had cash with me. Since my cousin had a balance on his Revolut account, I gave him the amount in cash, and he topped up my account with his card. This card was used exclusively on that one evening, as there was no other way to top up my PlayIO account at that time.

I wasn't aware that this was against the rules. I now understand, and I will, of course, only use my own credit card for deposits in the future. At that moment, it really wasn't about circumventing the rules or abusing someone else's payment method; it was simply about converting cash into a digital deposit.

Furthermore, the winnings referred to in the discussion were achieved exclusively with a deposit (50 CHF) made using my own credit card.

I hope that this explanation sufficiently explains the situation and that a solution will finally be found.

Best regards

Florim

Hallo Peter

gerne erkläre ich dir , wie die Situation im Detail war.

.

Wie bereits auch gegenüber PlayIO erwähnt, handelt es sich bei der betroffenen Kreditkarte um die Karte meines Cousins. Wir waren an diesem Tag zusammen unterwegs und ich hatte leider nur Bargeld dabei. Da mein Cousin Guthaben auf seinem Revolut-Konto hatte, habe ich ihm den Betrag bar gegeben und er hat für mich mit seiner Karte eine Aufladung auf mein Konto vorgenommen. Diese Karte wurde ausschliesslich an diesem einen Abend genutzt, da zu diesem Zeitpunkt keine andere Möglichkeit zur Aufladung meines PlayIO-Kontos bestand.

Mir war nicht bewusst, dass dies gegen die Regeln verstösst. Es ist mir nun klar und ich werde selbstverständlich künftig ausschliesslich meine eigene Kreditkarte für Einzahlungen verwenden. Es ging in diesem Moment wirklich nicht darum, Regeln zu umgehen oder fremde Zahlungsmittel zu missbrauchen, sondern einzig darum, Bargeld in eine digitale Einzahlung umzuwandeln.

Die Gewinne, auf die sich die Diskussion bezieht, habe ich zudem ausschliesslich mit einer Einzahlung (50 CHF) erzielt, die über meine eigene Kreditkarte vorgenommen wurde.

Ich hoffe, dass diese Erklärung die Situation ausreichend nachvollziehbar darstellt und dass nun endlich eine Lösung gefunden wird.

Mit freundlichen Grüssen

Florim

Thank you for the clarification. I'm not sure if the casino will take this explanation, as technically, you have broken the rules, and this is an industry standard we don't like to go against. However, as you mentioned the winnings originated from funds that were deposited using your own payment method, there might be some room for leniency. We will have to ask the casino if they are willing to come to a compromise in this situation and move from there.

Dear PlayiO Casino representative, I would like to ask if you could confirm that the winnings were derived from funds deposited into the account using a method owned by the player, and if so, could a compromise be achieved in this case? I believe a fair resolution would be to reinstate the player's winnings and let them withdraw, but afterwards leave the account closed, as rules have been violated. Thank you in advance for your reconsideration!

Hello Peter

Thank you very much for your assessment and support in this matter. I agree with your approach and also consider the compromise you proposed to be a fair solution.

Kind regards

Florim

Hallo Peter

vielen Dank für deine Einschätzung und deine Unterstützung in dieser Sache. Ich bin mit deinem Vorgehen einverstanden und halte den von dir vorgeschlagenen Kompromiss ebenfalls für eine faire Lösung.

Freundliche Grüsse

Florim

Dear Florim94,

We would like to kindly draw your attention to the following articles from our Terms and Conditions, which you agreed to before registering:

4.1 By opening an account on our Website and by using our Website you warrant that:

<...>

you are acting on your own behalf;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

We hope that this clears up the matter for you.

Kind regards,

PlayiO Casino team.

Dear PlayiO Casino Team,

Thank you for your reply and for pointing out the general terms and conditions. I'm aware that I violated your rules by using a card that wasn't in my name once. Unfortunately, I wasn't aware of this at the time, but it's now perfectly clear to me.

At the same time, I would like to emphasize that the winnings in question originate exclusively from deposits I made with my own credit card. Therefore, I consider it appropriate not to cancel these winnings.

I understand that you reserve your right to close the account. My suggestion would therefore be:

• Payout of legitimate winnings (with my own card),
• subsequent final closure of my account.

This would resolve the matter pragmatically and fairly for both sides.

I hope you can agree to this proposal and thank you in advance for your further consideration.

Best regards

Florim

Sehr geehrtes PlayiO Casino-Team,

vielen Dank für Ihre Antwort und den Hinweis auf die Allgemeinen Geschäftsbedingungen. Mir ist bewusst, dass ich mit der einmaligen Nutzung einer Karte, die nicht auf meinen Namen lautete, gegen Ihre Regeln verstoßen habe. Dies war mir in diesem Moment leider nicht bewusst, ist mir nun jedoch vollkommen klar.

Gleichzeitig möchte ich betonen, dass die in Frage stehenden Gewinne ausschließlich aus Einzahlungen stammen, die ich mit meiner eigenen Kreditkarte vorgenommen habe. Insofern sehe ich es als sachgerecht an, diese Gewinne nicht zu stornieren.

Ich habe Verständnis dafür, dass Sie Ihr Recht vorbehalten, das Konto zu schließen. Mein Vorschlag wäre daher:

• Auszahlung der rechtmäßig erzielten Gewinne (mit meiner eigenen Karte),
• anschließende endgültige Schließung meines Kontos.

Damit wäre die Angelegenheit für beide Seiten pragmatisch und fair gelöst.

Ich hoffe, Sie können diesem Vorschlag zustimmen und danke Ihnen im Voraus für Ihre erneute Prüfung.

Mit freundlichen Grüßen

Florim

Dear Florim94,

Thank you for your response and for clarifying your position.

We understand you were hoping for a pragmatic resolution and that you proposed a compromise. However, we must reiterate that any breach of our Terms and Conditions, such as using a payment method not registered in your name, compromises the integrity of your entire account. As such, all winnings are considered void regardless of the source of the deposits that generated them.

As we stated in our previous message, this is in line with our Terms and Conditions, specifically article 9.4, which gives us the right to void winnings in such cases.

We appreciate your understanding and consider the matter closed.

Kind regards,

PlayiO Casino Team.

Dear PlayiO Casino Team,

I acknowledge your message but cannot accept it.

In my opinion, the way you are handling this situation is very cheeky and anything but customer-friendly.

Instead of accepting a compromise proposal, you show zero willingness to find a fair solution – even though I have already lost several thousand francs with you and the few winnings in no way cover my losses .

Now you're even refusing to pay out my highest winnings, just because a different credit card was used for a one-time deposit. The fact that this winnings were made with my own card, which is in my name , doesn't seem to matter to you.

Such behavior strikes me as not only unfair and non-transparent , but also very weak . It confirms the impression that winnings are ultimately not guaranteed with you and that you prefer to insist on rigid terms and conditions rather than treat your players fairly.

With clear greetings

Florim

Sehr geehrtes PlayiO Casino-Team,

Ihre Mitteilung nehme ich zur Kenntnis, kann diese aber nicht akzeptieren.

Es ist aus meiner Sicht sehr frech und alles andere als kundenfreundlich, wie Sie mit dieser Situation umgehen.

Statt auf einen Kompromissvorschlag einzugehen, zeigen Sie 0 Bereitschaft zu einer fairen Lösung – obwohl ich bereits mehrere tausend Franken bei Ihnen verspielt habe und die wenigen Gewinne in keiner Weise meine Verluste decken.

Nun verweigern Sie sogar die Auszahlung meines höchsten Gewinns und das nur, weil einmalig eine andere Kreditkarte für eine Einzahlung verwendet wurde. Dass dieser Gewinn jedoch mit meiner eigenen Karte, die auf meinen Namen lautet, erzielt wurde, scheint für Sie keinerlei Bedeutung zu haben.

Ein solches Verhalten wirkt auf mich nicht nur unfair und untransparent, sondern auch sehr schwach. Es bestätigt den Eindruck, dass Gewinne bei Ihnen letztlich nicht sicher sind und Sie lieber auf starren AGB bestehen, anstatt Ihren Spielern fair zu begegnen.

Mit deutlichen Grüßen

Florim

Dear Florim94, Unfortunately, as I anticipated, the casino is not willing to reach a compromise in this matter. While I do understand and appreciate your reasoning, you have technically breached the casino’s terms and conditions. In this regard, the casino is acting within its established rules and is therefore justified in its position.

I realize this outcome may be disappointing, and I genuinely appreciate the time and effort you took to explain your side of the situation. However, given the circumstances and the evidence provided, there is unfortunately nothing further I can do to assist. As such, I must reject your complaint. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.