PlayiO Casino - Player’s account closure request is delayed.

Hello, since April 2025 I have been trying to close my account due to gambling addiction. Since then, I have made many deposits. The total amount since my first email requesting closure due to my gambling addiction is approximately €5900. There has been no further response from the casino.

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Dear Kathrin160584,

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 veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika