The player from Germany files an official complaint against Playio Casino due to their failure to close his account despite repeated requests. Additionally, his withdrawals remain 'processing' or 'under review' for days, with inadequate communication from support, including a VIP manager. He has lost several thousand euros as a result.
PlayiO Casino - Player is seeking closure for his account.
Opened
Current status
Waiting for player to reply
4d 13h 12m 45s
PlayiO Casino
Safety Index 8.0 HighCase summary
Discussion
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Public
5 days ago
Translation
Complaint about Playio Casino
I would like to file an official complaint against Playio Casino.
I have repeatedly asked support to close my player account. Despite my explicit request, this has not been done to this day. Instead, my account remains open, which I consider completely unacceptable.
Furthermore, withdrawals are displayed as "processing" or "under review" for several days without any timely processing or comprehensible explanation. Communication with support is inadequate and does not help in resolving the problems.
I was also assigned a VIP manager. Unfortunately, he doesn't address my concerns at all or respond appropriately to my requests.
Due to the failure to close my account and the inadequate customer service, I lost several thousand euros. I have therefore decided to explore legal options and will attempt to recover both my losses and all deposits made to the casino through legal channels.
I find the customer service incompetent and feel inadequately protected by the casino. I hope Casino Guru will review the case and help reach a fair solution.
Thank you.
Automatic translation:
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2 days 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.
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2 days ago
Dear BoRiii1337;
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru
What does the 1000€ represent in your case?
Thank you in advance for your cooperation.
Best regards,
Tomas
