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

Thank you very much, I have sent you an email with all the details. Unfortunately, I haven't received the latest transaction list from the casino yet.

Dear Kathrin160584

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, Igor (igor.p@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,

Veronika

Dear Kathrin160584,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the PlayiO Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a PlayiO Casino representative to join this conversation and participate in resolving this complaint.

Dear PlayiO Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Thank you so much for your help!

Dear all,

Thank you for your patience.

Kindly be informed that we are checking into the matter and we will have updates for you as soon as possible.

Kind regards,

PlayiO Team

Dear PlayiO Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Kathrin160584,

We are happy to confirm that your 5900 EUR refund has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Best regards,

PlayiO Team

Dear Kathrin160584,

According to the casino, the refund was processed on their side. Please allow a few days for it to appear in your account.

Please let us know once you receive the money.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

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

Dear Kathrin160584,

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,

Igor