The player from Italy requests the permanent closure of her account at Playio and seeks a refund of €3,330, which was deposited after her self-exclusion request made on August 31, 2026. Despite multiple attempts to confirm her self-exclusion and ongoing communication with support, her requests have been ignored, and the account remains active.
PlayiO Casino - Player’s account closure request is not executed.
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PlayiO Casino
Safety Index 8.0 HighCase summary
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3 days ago
Translation
Casino: Playio (also accessible via the mirror domain playio-6733.com)
Account Email: Cristina.baritussio@yahoo.it
Disputed amount: €3,330.00
Problem type: Self-exclusion request not executed
WHAT HAPPENED
On August 31, 2026, I sent Playio support a written request for permanent self-exclusion from the site and all related domains, clearly stating that the request was motivated by a gambling problem. I requested immediate and permanent closure of my account, a ban on opening new accounts in my name, and written confirmation of the exclusion.
Support responded, asking me to confirm that this was indeed what I wanted. I confirmed immediately. Nothing happened: the account remained open.
I contacted the site again via Live Chat on [DATE OF CHAT]. Again, no action was taken, and the account remained active.
On September 12, 2026, I sent a second written self-exclusion request. This too was ignored. That same day, the casino credited five more of my deposits, totaling €950, the last one at 11:41:54 PM.
Between September 8 and 12, 2026, the casino credited 18 of my deposits totaling €3,330, while my self-exclusion request was pending and unanswered. The system also processed seven additional deposit attempts that were rejected by the card issuer, several of which were retried within minutes of the rejection, during the night.
DEPOSITS CREDITED (transaction ID from my account history)
1087918135 – 08/09/2026 22:00:10 – 230.00 EUR
1087933813 – 08/09/2026 22:19:58 – 230.00 EUR
1088687335 – 09/09/2026 22:03:47 – 140.00 EUR
1088706274 – 09/09/2026 22:26:43 – 70,00 EUR
1088724826 – 09/09/2026 22:48:50 – 210.00 EUR
1088777545 – 09/09/2026 23:57:14 – 210.00 EUR
1088801959 – 10/09/2026 00:35:43 – 210.00 EUR
1088820802 – 10/09/2026 01:10:16 – 160,00 EUR
1088827510 – 10/09/2026 01:23:44 – 200.00 EUR
1089516874 – 10/09/2026 21:45:19 – 190.00 EUR
1089619102 – 10/09/2026 23:40:10 – 190.00 EUR
1089640831 – 11/09/2026 00:09:09 – 190.00 EUR
1090447609 – 11/09/2026 22:22:51 – 150.00 EUR
1091231218 – 12/09/2026 21:29:02 – 190.00 EUR
1091262400 – 12/09/2026 22:11:34 – 190.00 EUR
1091285851 – 12/09/2026 22:42:34 – 200.00 EUR
1091297854 – 12/09/2026 22:59:15 – 170.00 EUR
1091327674 – 12/09/2026 23:41:54 – 200.00 EUR
REJECTED ATTEMPTS, BUT PROCESSED BY THE CASINO
1088775706 – 09/09/2026 23:54:35 – 240.00 EUR
1089515254 – 10/09/2026 21:43:29 – 160.00 EUR
1089620470 – 10/09/2026 23:41:43 – 190.00 EUR
1091056666 – 12/09/2026 17:16:37 – 100.00 EUR
1091284132 – 12/09/2026 22:40:28 – 220.00 EUR
1091295772 – 12/09/2026 22:56:21 – 180.00 EUR
10/09/2026 – 130,00 EUR
ADDITIONAL REMARK
My bank statements show that these deposits were charged under generic, non-gaming merchant names (e.g., TCP*MIXFIND.COM Dublin, NXT_GAM London, GTWLLZ Vilnius, PRMTRNS London, RTX*CREDITS, TRASKI) in different jurisdictions. I am addressing this separately with my banks.
I live in Italy. In the meantime, I blocked my cards and credit line, and on September 14, 2026, I sent the casino a formal formal notice requesting account closure, a refund, and access to my data pursuant to Articles 15, 17, and 21 of the GDPR. I have not received a response.
WHAT I ASK FOR
1. The permanent and irreversible closure of my account, blocking any new registrations made using my data.
2. The refund of the €3,330 deposited after my self-exclusion request on August 31, 2026.
3. A full copy of my account information, including all emails and Live Chat transcripts with support.
DOCUMENTATION I CAN PROVIDE
- Email dated August 31, 2026 with the request for permanent self-exclusion and the casino's response asking me to confirm
- My written confirmation
- Second request for self-exclusion dated September 12, 2026
- Live Chat Transcripts
- Screenshot of transaction history with all IDs, amounts and times
- Bank statements with corresponding card charges
- Copy of the formal notice sent to the casino on September 14, 2026
Automatic translation:
Public
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yesterday
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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yesterday
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me the original emails regarding your self-exclusion request from August 31, including the casino's response asking you to confirm your decision and your subsequent confirmation? If possible, please send them in their original .eml or .msg format to veronika.f@casino.guru.
- Please also forward me your self-exclusion request from September 12 and the Live Chat transcript in which you contacted the casino regarding the closure of your account.
- Is your casino account currently still open and accessible, or has it been closed or otherwise restricted in the meantime?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
