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.