The player from Germany had his account closed by PLAYIO due to gambling addiction and received confirmation of this. Despite unsubscribing from promotional materials, he continued to receive advertisements and was frustrated by the casino's lack of adherence to responsible gaming standards. He requested a refund of his €1,950 within 14 days. The issue was resolved when the player successfully marked the complaint as resolved after receiving an adequate response regarding his concerns and compensation from the casino.
PlayiO Casino - Player's account has been closed due to gambling addiction.
Resolved
Our verdict
Case closed
Amount: €1,950
PlayiO Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Hello,
I contacted PLAYIO support on May 5, 2025, regarding the closure of my account due to gambling addiction. I received written confirmation from the casino on the same day. I also unsubscribed from promotional emails and SMS messages. To this day, I continue to receive advertising from the
above-mentioned casino.
I've been able to deposit €1,950 to date! The casino advertises responsible gaming, but doesn't adhere to its standards. I also sent the casino an email at the same time, stating that they must refund the money within 14 days.
Best regards
Automatic translation:
Public
Public
7 months ago
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 response you received from the casino after your initial account closure request, along with any further communication you had? My email address is [email protected].
Has your account been closed in May, as you requested?
When was the last time you deposited money into this casino?
Is your account currently closed, or are you able to access it?
I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
7 months ago
Translation
Hello Veronika, I have forwarded the email traffic to your email address.
I was notified on May 5, 2025, that my account had been closed. However, this turned out to be false. My account is still active today!
On July 11, 2025, I deposited a total of €1,950. This shouldn't have happened. I requested account closure, citing gambling addiction. This request was not honored.
The casino also advertises responsible gaming. Unfortunately, I don't see any of that. I also asked not to receive any more emails or text messages. This was also ignored.
If the casino doesn't refund my money, I'll be forced to take legal action. But I hope we can resolve this in a calm and relaxed manner.
Thank you in advance for your help.
Best regards
Automatic translation:
Public
Public
7 months ago
Translation
I just received an email from Playio support. My account has now been closed. I have forwarded this email to you.
Automatic translation:
Public
Public
7 months ago
Thank you for your emails.
I'm glad to hear that the casino has now closed your account, although it should not have been reopened in the first place. Have you received any updates from the casino regarding the refund of your lost deposits?
Public
Public
7 months ago
Translation
The casino is offering me €950. That's €1,000 less. I insist on the full amount. I'm putting you in CC again. In the worst case scenario, I hope for your help; otherwise, I'll have to seek legal advice.
Best regards 🙂
Automatic translation:
Public
Public
6 months ago
Translation
The casino responded to my rejection of the €975.
The casino is now offering me €1200 and it would be their last offer.
What should I do? I forwarded the email to you and haven't received a response yet. Am I entitled to claim the €1,950? The casino confirmed the closure to me, but they didn't comply. I'm asking for help.
Automatic translation:
Public
Public
6 months ago
Translation
I declined the €1,200 offer. I continue to demand a full refund of my entire €1,950 deposit, as my account was closed by the casino at my request due to my gambling addiction, and the closure was explicitly confirmed to me. The casino was therefore obligated to exclude me from further gaming and not accept deposits.
The fact that I was able to access my account again and deposit money despite the confirmed ban represents a clear violation of statutory and contractual obligations. I would like to point out that the German State Treaty on Gambling and current case law provide for a full refund in such cases, as the provider is not permitted to profit from an unlawful breach of contract.
For this reason, I declined the €1,200. I've put you back in CC.
Automatic translation:
Public
Public
6 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
6 months ago
Dear wpcsgyv5zq,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from PlayiO Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear PlayiO Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons why the player’s account remained active until July 14, despite his explicit self-exclusion requests due to a gambling problem - and even after your confirmation on May 5 that the account had already been closed?
Additionally, I would appreciate clarification regarding the compensation offered to the player. Are the player's claims about the deposited amount accurate?
Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.
Thank you in advance for your cooperation and timely reply.
Best regards,
Kubo
Public
Public
6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear wpcsgyv5zq,
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,
Kubo
