PlayiO Casino - Player’s account is reopened without consent.

Dear CasinoGuru,

This Casino , allong with several other casinos of this management , keep opening and reopening my account , without my concent , sending me promotions daily and spam my phone number with sms daily.

They don't stop even when I contact their live support and mention I have addiction problem.

Everytime I contact them , they ask me to send them an e-mail and then after 1-2 months they reopen my account again and again.

Because of them I had a relapse and lost 2000 on other casino and another 700 here.

This is 2nd casino of this management that does the same

Sincerely,

George

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Dear polmenakos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino.

To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• Have you clearly informed the casino about your gambling problem? If so, could you please forward the initial account closure or self-exclusion requests you sent to the casino? You can send them to my email address: petra.h@casino.guru.
• Have you tried contacting the casino regarding your account and the marketing/spam messages, asking them to stop?
• When was your account initially closed, and when did you realize it had been reopened?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petra

Dear Petra,

My account was already self-excluded for 6 months , so I deleted that e-mail. I have kept only my final chat transcript with them from 28 January where I told them again everything and I am providing it to you on the mail. They confirm themselves that the account was closed and they reopened it.

Please take into account that everytime they reopened my account (it was the second time) , they wouldn't do it through live chat , I would send them an e-mail , they would refuse my closure 2-3 times minimum offering me free spins first , then raw money to play , then on third close the account.

I am sending you the relevant chat transcript.

Sincerely,

George

Thank you for your reply and for providing the previous details, polmenakos.

• To better understand your situation, could you please provide a timeline of your self-exclusion requests, deposits, and the reopening of your account?
• Have you documented your communication with the casino’s support team? If so, could you please share those details? You can send all relevant documents to: petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Dear polmenakos,

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.

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,
Petra
Casino.Guru

We’ve reopened this complaint at the request of polmenakos. We would like to give this case one more opportunity to be resolved and help both parties reach a satisfactory conclusion.

Dear polmenakos,

After gathering information through the email you sent, we have decided to reopen your complaint. To better understand your situation, could you please answer the following questions:

• When did you first request the closure or self-exclusion of your account?
• Did you receive any written confirmation of the account closure or self-exclusion?
• Did the promotional emails and SMS messages continue after your request to stop them?
• Was your account reopened automatically, or were you asked to confirm anything?

Thank you for your cooperation.

Dear Petra good evening,

Thank you for reopening the case.

As for your questions:

When did you first request the closure or self-exclusion of your account?

I don't remember the EXACT date. I requested my account to close sometime last year around this period of time.

Did you receive any written confirmation of the account closure or self-exclusion?

Yes I did. Not only did I receive confirmation of my self-exclusion , but the account was indeed self-excluded.

Did the promotional emails and SMS messages continue after your request to stop them?

Yes. The e-mails and sms messages continued for MONTHS after my request. My account was self-excluded and they didn't annoy me for around 6 months , then the account was reopened WITHOUT ME ASKING FOR IT and then they started sending me promotions. I contacted them on live support and even after that they kept sending me promos 2 or 3 times per week. My loss on their site was 4 months AFTER the chat I had with their live support and that I forwarded you.

Was your account reopened automatically, or were you asked to confirm anything?

Automatically and without my concent.... Please note that I had asked them and they confirmed that my account was self-excluded permanently before that.

Dear polmenakos

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 Munya (munya.s@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,

Petra

Dear polmenakos,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from PlayiO Casino to join this conversation and assist in addressing the complaint.

Dear PlayiO Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear polmenakos,

Thank you for bringing this matter to our attention.

We would like to sincerely apologize for any misunderstanding. Please rest assured that your account has now been officially and permanently closed as requested. Communication programs associated with your account are now also closed.

We are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome.

Thank you for your continued patience in the meantime.

Kind regards,

PlayiO Casino Team

PlayiO Casino

Thank you for your acknowledgement and proactive approach. It is my hope that the final outcome will be a consideration to refund the player of their deposits made during the period the account was reopened. I look forward to your update as you have promised. Thank you for your cooperation.

Dear Munya,

We have sent you an email. It contains details that require your review before we can move forward.

Could you please check your inbox and review the document when you have a moment?

Thank you for your time, and we look forward to your feedback.

Best regards,

PlayiO Casino Team

PlayiO Casino

Thank you for your response. I have responded to your email. Kindly check my response. I look forward to your further cooperation.

Dear Munya,

We are writing to let you know that we are awaiting for the requested information from the relevant department.

Thank you for your continued patience in the meantime.

Best regards,

PlayiO Casino Team

PlayiO Casino

Looking forward to your update.

Dear Munya,

We kindly request to check the information provided via email.

Thank you for your cooperation.

Dear polmenakos,

We want to convey that we were not informed about your gambling problems when you initially requested account closure.

Once you mentioned it, we applied the permanent closure.

Therefore, we must regard your refund request as invalid.

We trust this clarifies our position and we thank you for your understanding in this matter.

Kind Regards,

PlayiO Casino Team

Dear Munya,

I will ignore the Casino response and I will respond to you.

My account was inactive because I requested an indefinite self exclusion and NOT AN ACCOUNT CLOSURE or a Pause.

According to gambling comission:

Self-exclusion is a voluntary, formal agreement that allows individuals to ban themselves from gambling venues or online wagering platforms for a set period. It is primarily used as a responsible gaming tool to stop gambling harm and break the cycle of addiction.

The casino not only reopened my account , not only they started sending me back promotions ... THEY DID IT WITHOUT MY CONCENT OR ME REQUESTING IT.

I could write a 10 page document explaining on why this is wrong AND ILLEGAL and why there are 2 ways to close your account and self-exclusion is made specifically for addiction reasons , but as you can see the casino is not cooperating.

I would like to add , that besides gambling comission and pretty much any known gambling related entity ... CASINOGURU ITSELF SEPERATES SELF-EXCLUSSION AND ACCOUNT CLOSURE for the aforementioned reasons.

polmenakos

The casino has provided your initial account closure request dated 11 March 2025, in which you asked to be 'self-excluded' due to the casino's low RTP on slots. The casino acknowledges that your account was reopened because of a technical fault. As your account was not closed for gambling addiction reasons, the technical fault that led to its reopening is not considered a violation by the casino, also considering that your account was immediately closed when you explicitly stated gambling addiction in 2026.

Due to the aforementioned reasons, we will now proceed to reject this complaint as we do not find the request for a refund justified.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Regards,

Munya

Casino Guru