PlayiO Casino - Player’s account deletion request is ignored.

Ich habe bereits vor Wochen darum gebeten mein Konto zu löschen, mit der Begründung der Spielsucht, es ist nichts passiert und man hat mich trotzdem weiterhin einzahlen lassen 500€, ich bitte um die Rückzahlung und sofortige Löschung des Kontos ohne erneute Eröffnung.

Mit freundlichen Grüßen

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Dear Aleessjjaa,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

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 our Website of any other accounts they may hold and to commit not to open any additional accounts. While our 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. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Ich habe ihnen die Emails zukommen lassen, ja ich habe weiterhin Zugriff auf mein Konto.

Dear Aleessjjaa,

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, Matej (matej.l@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,

Kristina

Hello Aleessjjaa, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of PlayiO Casino to join the conversation and participate in the investigation of this case as well. Could you possibly close the account instantly and provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

We kindly inform you that the account has been closed successfully.

Moreover, please rest assured that we are investigating the matter and we will have updates for you regarding that as soon as possible.

Thank you for your patience and understanding.

Best regards,

PlayiO Casino Team

Sehr geehrtes Team,

ich möchte Sie darüber informieren, dass mein Konto beim Casino inzwischen geschlossen wurde.

Da ich jedoch bereits zuvor eine Sperre beantragt hatte bzw. nicht mehr hätte spielen dürfen, bestand meiner Ansicht nach ein Verstoß gegen die Spielerschutzrichtlinien, als weiterhin Einzahlungen und Spielaktivitäten möglich waren.

Ich bitte weiterhin um die Möglichkeit, dass die zuletzt eingesetzten bzw. verlorenen Gelder zurückerstattet werden.

Ich wäre Ihnen dankbar, wenn Sie den Sachverhalt entsprechend überprüfen und mich über die nächsten Schritte informieren könnten.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Thank you for the confirmation of the account closure, dear PlayiO Casino, much appreciated.

Once the investigation has been finished, I would like to know whether you have received the self-exclusion request sent by the player on 28th February. Also, I would like to see the player's cashier history showing deposits and withdrawals from 28.02.2026 until 31.3.2026. Any sensitive information can be e-mailed to me directly (matej.l@casino.guru) and I can confirm nothing will be shared or forwarded, only used for internal investigation purposes. Thank you.

Dear Aleessjjaa and Matej,

First and foremost, we would like to offer our sincere apologies to the player for the experience you had with our platform. We take all matters regarding Responsible Gambling with the highest level of priority, and we deeply regret the delay in closing your account after your request.

To rectify this situation and as a gesture of our commitment to player protection, we would like to propose a full refund of €1,200, covering all deposits made between February 28, 2026, and March 31, 2026.

Regarding the refund amount:

If you have records of your deposits and agree that this amount is correct, we are prepared to approve this offer immediately.

Alternatively, if you are unsure of the exact total, we are more than willing to request a formal transaction report from our Finance Department for this specific period to ensure every deposit is accounted for.

To proceed with the refund of €1,200, please provide us with the following bank details (via private message or secure support email):

-Full Name (including all middle names)

-E-mail address

-Bank Account Owner’s Name

-IBAN / Account No.

-Bank Name

-Bank Location (Country)

-SWIFT / BIC

We appreciate your patience while we resolve this matter and look forward to your confirmation so we can process the funds as quickly as possible.

Best regards,

Playio Team

Vielen Dank für die schnelle Antwort, ich bin damit einverstanden. Wie lautet genau die Email an die das gesendet werden kann?

Mit freundlichen Grüßen

Alesja

Guten Tag,

ich hab eine Email an support@playio.com gesendet aber noch leider keine Antwort erhalten.

Dear Aleessjjaa, that is the correct support team e-mail address.

Dear PlayiO Casino, I would like to thank you and the team for prompt response and quick investigation of this complaint. Much appreciated. Please, let us know once the refund has been processed on your end, alongside the confirmation that the account has been marked as "gambling addict, never reopen" and that the player's credentials were blacklisted, to prevent re-registering using real credentials. Thank you very much.

Dear Aleessjjaa,

We kindly inform you that we have received your bank details and the refund will be initiated at the nearest time. We will have updates for you really soon.

Moreover, your account has been marked as ''gambling addict, never reopen'' and all communication programs have been closed.

Thank you for your patience and cooperation.

Best regards,

Playio Team

Vielen Dank für die schnelle Bearbeitung, ich werde eine Rückmeldung geben sobald das Geld auf dem Konto ist 🙂

viele Grüße

Alesja

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

Dear Aleessjjaa,

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,

Matej