The player from Germany, who had previously been banned from all casinos due to gambling addiction, opened an account at Playio, where she deposited €690. After requesting her account to be blocked and her data deleted multiple times, she accessed her account again, losing an additional €760, and then sought her funds and a permanent ban. The issue remained unresolved due to a lack of response from her after the account was blocked, and the complaint was closed. The player retained the option to reopen the complaint in the future.
PlayiO Casino - Player’s account has been reactivated after self-exclusion.
Closed
Our verdict
Player stopped responding
Amount: €760
PlayiO Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
I had myself banned from all casinos in 2021 because of my gambling addiction. I was still able to open an account at Playio and deposited €690 between January and February 2025. Then I asked for the account to be blocked, my data deleted, and blocked several times via live chat. At some point, I received abusive emails. Since I simply didn't get a response, and I was afraid of losing more, I assumed my account had been deleted. On the night of July 6th to August 7th, 2025, I was able to access my account normally and lost another €760. You have to be able to rely on your own protection. I would like my money back and to finally be banned.
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8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayiO Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share the abusive emails you received? Please share the information to my email at tomas@casino.guru
- Could you please advise when was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
I would recommend that you send another request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings PlayiO Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@playio.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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.
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8 months ago
TranslationI wrote to you (Tomas) by email, but the email could not be delivered. According to them, Playio has now blocked my account. Regarding the refund, they said it was forwarded to the relevant department. So now I have to wait.
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8 months ago
TranslationThe account is blocked. However, I still want my money back, which I was able to deposit in July 2025 after requesting the account to be blocked on February 3, 2025.
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8 months ago
Thanks for the update.
Kindly try again, forwarding the necessary information to my email at tomas@casino.guru
Use either email service, since from my point of view, my inbox isn't restricted and has been receiving emails from both @icloud and @gmail normally.
I appreciate your cooperation in this matter.
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7 months ago
Dear sarahd19833362,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
