The player from Germany had filed a complaint against Playio after his account was reopened without consent, despite having previously requested a permanent self-exclusion due to gambling issues. He had incurred losses of approximately €1000 after the closure was ignored and had continued to receive promotional offers, which he believed violated responsible gaming guidelines. He had requested a refund for his losses. The complaint had been closed due to the player’s lack of response to inquiries and requests for further information, which had prevented further investigation or resolution at that time. Upon reopening the case, the player confirmed account access and repeated self-exclusion requests. The casino reviewed the case, closed the account, and agreed to refund €1000. The refund was processed after the player’s confirmation, and the complaint was marked as resolved.
PlayiO Casino - Player demands refund after account was reopened.
Case closed
Amount: €1,000
PlayiO Casino
Safety Index 8.0 HighCase summary
Translation
Hello,
I hereby file a complaint regarding my account with Playio and request a refund of my losses.
I had previously and explicitly and permanently blocked my account due to a gambling problem. Despite this clear self-exclusion request, my account was later reopened without my consent.
After the reopening, I regained access to my account and subsequently lost a total of approximately €1000.
Furthermore, I continued to receive bonus offers and promotional messages even though I had clearly communicated my gambling addiction and requested a permanent ban.
According to the applicable guidelines for responsible gaming, my account should have remained permanently closed in this case, and I should not have been granted any further access.
I believe that all losses incurred after my self-exclusion request should be fully reimbursed.
I will gladly send all the evidence to the responsible Casinoguru employee.
Thank you very much for reviewing my case.
Best regards
Finn **** / bludiadax
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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 we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@playio.com, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings PlayiO Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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
Dear bludiadax,
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,
Tomas
Casino.Guru
We’ve reopened this complaint at the request of bludiadax. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. Player's message:
Hello Tomas,
Thank you very much. I would like to reopen the complaint and answer all outstanding questions.
Do I currently have access to my account?
Yes. My account is still accessible. Although I explicitly had myself permanently banned due to gambling addiction, I can still log in and theoretically still make deposits today.
Message regarding gambling addiction / self-exclusion
I have explicitly informed the casino about my gambling addiction and requested permanent account closure. I will forward the corresponding email exchange with timestamps directly to you via email at tomas@casino.guru .
Additionally, my account was reopened after my initial self-exclusion. In the meantime, I even had myself explicitly excluded a second time due to gambling addiction.
When did I last make a deposit?
My last deposit was made yesterday. Despite my explicit self-exclusion requests due to gambling addiction, the account remains accessible and usable.
Contact the casino regarding a refund
So far I have not had any contact with the casino regarding a refund of my losses.
Furthermore, I would like to add that I still have access to my account even though I explicitly requested a permanent ban due to gambling addiction. As I understand it, this constitutes a serious violation of the principles of responsible gambling.
I became aware of the reopening through the bonus offers from Playio, which I received even though I had explicitly requested self-exclusion due to gambling addiction.
Thank you so much for reopening the case and for your support.
Best regards
bludiadax
Dear bludiadax,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
Hello bludiadax,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the PlayiO Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?
Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru
Dear Player,
We would like to inform you that the relevant department is currently reviewing your case.
Rest assured that we will notify you promptly once there is an update.
Kind regards,
Playio Casino Team
Dear casino representative,
thank you for your response, we will be awaiting the results of your review. In the meantime, I would kindly like to ask you to close the user's account.
TranslationHello everyone,
Since requesting permanent self-exclusion, I have made the following transactions on my PlayIO account:
2690 deposits
1600 payouts
I am therefore demanding a refund of the difference of €1090 from PlayIO. I can provide the transaction IDs if needed.
Best regards
bludiadax
Dear Player,
I hope this message finds you well.
Please accept our sincere apologies for any inconvenience you may have experienced.
We are writing to officially confirm that your account has been closed.
Following a thorough review of your claim, our management team has decided to refund you €1,000 as a resolution.
Once we receive your confirmation, we will start processing your refund immediately.
Kind regards,
Playio Casino Team
Dear casino representative,
thank you for your response and offering us a path to resolution.
Dear bludiadax,
please let us know whether you agree to the proposal. If not, please provide me with screenshots of all your deposits at martin.l@casino.guru
TranslationHello everyone,
I agree with the proposal.
Where should I send my payment details?
Best regards
bludiadax
Dear bludiadax,
I believe you can send the details here (message will be set as sensitive), or to the casino's support email.
Dear casino representative,
are there any special requirements regarding the refund procedure?
Dear Player,
We would like to ask you to check the response provided by mail.
Thank you in advance.
Kind regards,
Playio Casino Team
TranslationHello everyone,
I have received the money. Thank you very much!
The case can be considered solved.
Dear bludiadax,
We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at PlayiO Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always 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,
Martin
Casino.Guru
