PlayiO Casino - Player's account closure request is ignored.

Good day

As you know from last time, I am a gambling addict and am trying to close all my accounts, unfortunately this casino is not willing to close them, they do not respond to emails (also mentioned because of gambling addiction).

Customer service just keeps putting me off.

Can you help me again?

Thanks

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Dear Landgraf1994xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have reviewed the Responsible Gambling policy and found the following:

Self-Exclusion Request: You can contact the Support Service Team via e-mail at support@playio.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify the Website of any other accounts they may hold and to commit not to open any additional accounts. While the Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. The Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please confirm whether you have clearly informed the casino about your gambling problem? Additionally, could you forward me the account closure requests that you sent to the casino? You can send them to petra.h@casino.guru.

In the meantime, you also have the option to use our Self-Exclusion Assistance Tool: https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. It was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Thank you very much in advance for your cooperation.

Best regards,

Petra

Good day

thanks for the quick reply

• Yes, I repeatedly mentioned gambling addiction and requested closure in the email, but the casino still hasn't responded.

Thank you for your reply, Landgraf1994.

I have carefully reviewed your chats with the casino. However, I would like to clarify one more thing — did you clearly inform the casino about your gambling addiction in your initial request via email?

Could you please forward me the initial account closure requests that you sent to the casino? You can send them to my email address at petra.h@casino.guru.

Additionally, could you provide any further communication/evidence that would support your case? This may include screenshots, emails, or chat transcripts. You may either send the documents to my email address or upload the screenshots directly to this thread.

Meanwhile, I would like to clarify the self-exclusion process:

When applying for self-exclusion, it is important to clearly state the reason for requesting account deactivation and to specify the exact duration of the exclusion. Make sure the email subject line is clear and easy to recognize. Casino support teams often receive a high volume of emails daily, so a clearly labeled subject line will help ensure your request is processed promptly.

I also strongly recommend saving a copy of your self-exclusion request—whether it is a sent email, chat transcript, or screenshot. Having valid proof of your request can be extremely helpful in case of any future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s information:

First name:

Last name:

Date of birth:

Casino login/username:

Registered email address:

Email text:

"Greetings PlayiO Casino,

I am writing to request immediate self-exclusion from your casino and to stop receiving any gambling-related marketing materials for a minimum period of [xxx months/years] or permanently (lifetime exclusion).

The reason for my decision is gambling addiction.

I acknowledge that I will not be able to rescind my self-exclusion during this period and that it cannot be lifted before the agreed end date."

Thank you once again for your cooperation. I look forward to your response.

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

Dear Landgraf1994,

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,

Petra