The player from Germany 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 incurred losses of approximately €1000 after the closure was ignored and continued to receive promotional offers, which he believed violated responsible gaming guidelines. He requested a refund for his losses. The complaint was closed due to the player’s lack of response to inquiries and requests for further information, which prevented further investigation or resolution at that time.
PlayiO Casino - Player demands refund after account was reopened.
Closed
Our verdict
Player stopped responding
Amount: €1,000
PlayiO Casino
Safety Index:HighCase summary
Discussion
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1 month ago
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
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
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
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1 month ago
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.
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1 month ago
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
