The player from Germany had self-excluded from several partner casinos and requested to be blocked, yet she managed to open a new account and play. Her self-exclusion request at Playio remained unaddressed, and she sought a refund of her losses along with the immediate blocking of her account. The issue was resolved as the player confirmed the receipt of a refund of €834.
PlayiO Casino - Player’s account remains active despite self-exclusion.
Resolved
Our verdict
Case closed
Amount: €2,412
PlayiO Casino
Safety Index:Above averageCase summary
Discussion
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7 months ago
Translation
Hello dear team, I had myself blocked from several partner casinos in February and March, including the parent company Novaforgegames, so that I can no longer log in anywhere. Despite this, I was able to open an account and play. I also requested a self-exclusion from Playio, but this request has not been complied with to date. I request a refund of my losses and immediate blocking of my account.
Thanks for your help.
Automatic translation:
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7 months ago
Dear Kikidoof,
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?
- Could you please share the casino's responses to your self-exclusion requests with me? Please share the information with my email at [email protected]
- Could you please advise when the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
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
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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7 months ago
Translation
Hi Tomas, my account is still open, and I was able to deposit an additional €160 yesterday. I just received a standard email asking me to confirm that I would lose my existing balance on my account if they blocked me. I confirmed this and simultaneously submitted my request for a refund, but there was no response. Thank you.
Automatic translation:
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7 months ago
Dear Kikidoof,
We apologize for any inconvenience this may have caused.
We are reaching out to confirm you of the status of your account, which is currently closed.
In relation to your refund request, we have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.
Please be assured that we are doing our best to resolve this matter as soon as possible.
Best regards,
Playio Casino Team
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7 months ago
Translation
Hi, my account is now closed, there was no response to my refund
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7 months ago
Translation
The total amount is 2572 EUR and there is no response to the repayment
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7 months ago
Dear Kikidoof,
We would like to ask you to check the response provided by mail.
Thank you in advance.
Kind regards,
Playio Casino Team
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7 months ago
Translation
Thank you for your email and your offer, but my account should never have been opened
Automatic translation:
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7 months ago
Dear Kikidoof,
We would like to ask you to check the response provided by mail.
Thank you in advance.
Kind regards,
Playio Casino Team
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7 months ago
Translation
Hi, I accept the settlement and will contact you when the money is in my account
Automatic translation:
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7 months ago
Thanks to both parties for your replies.
Dear Kikidoof,
Please let me know when the refund is processed, or if there are any obstacles in the way.
We understand refunds might take some time to process, so we'll set the timer for you to provide updates for 30 days.
Thanks for your cooperation.
Looking forward to your reply.
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7 months ago
Translation
Hi everyone, the money of 834 EUR has been received.
Automatic translation:
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7 months ago
Dear Kikidoof,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
