The player from Germany attempts to have his account deleted due to gambling issues, but despite multiple requests, the casino keeps reopening his account and sending offers. He experiences delays with withdrawals, reduced withdrawal limits, and unsolicited bonus credits, leading him to incur further losses. He requests a refund for his lost money and has documented his email history.
PlayiO Casino - Player's account remains active despite deletion requests.
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Current status
Waiting for Casino Guru to reply
6d 11h 4m 45s
PlayiO Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
In short, the issue is that I repeatedly requested, demonstrably via email, that my account be deleted because I gambled away a significant amount of money. I kept receiving calls and emails from them with offers, urging me to stay. According to them, my account was deleted in December. However, it reappeared in January, and I was again receiving offers via text message and phone calls. I repeatedly requested in writing that my account be deleted, as I never wanted to gamble again. Because everything was delayed, I deposited more money and lost a lot of money again. When I won a little, they delayed my withdrawals and reduced my withdrawal limit. All I wanted was for my account to be deleted. Bonus money was credited to my account without my consent, presumably to entice me and further fuel my addiction. In my last email on Friday, February 6, 2026, I again confirmed that I wanted to close my account, but they ignored my request. So I deposited more money and lost a lot more... I request that my lost money be refunded. I have screenshotted email histories and all deposits.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Nullneuner90,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@playio.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
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3 weeks ago
TranslationHello, I used the same email address. I can gladly send you the email history requesting the closure and deletion of my account. KYC verification never took place, and the casino never received any identification documents from me.
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3 weeks ago
TranslationMy account is currently under review. I've never had that happen before. I don't know why. I hope my payment history isn't simply deleted, even though I've taken screenshots of it. I don't just want it deleted; I also want a refund for the money I lost because the account was never closed, despite my multiple requests.
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3 weeks ago
TranslationDespite repeatedly requesting account closure, I continue to receive calls and bonus payments. My account is currently under review and inaccessible. I'm baffled by this. I no longer wish to gamble.
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3 weeks ago
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That's the number that called me from Switzerland.
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2 weeks ago
Dear Nullneuner90, thank you for your response. Could you please forward your original Self-exclusion request along with your transaction history? You can reach me via email at attila.g@casino.guru.
Thank you in advance for your cooperation.
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1 week ago
TranslationHello, I submitted this request in mid-November. However, it hasn't been processed. Unfortunately, I no longer have the email correspondence.
What I find very unfair is that I won a relatively large sum (around €5,000) at the beginning of December, and it was demonstrably in my gaming account. Due to my withdrawal limit of €800 per day, the whole process would have taken a very long time.
The payouts usually took 3 days. The payouts (maximum 3 at a time) were withdrawn repeatedly until I started gambling everything away again, thus losing €5000 and more.
That's unfair to me! It was deliberately delayed.
My losses incurred after December 18th have already been reimbursed.
I am still not satisfied with this, as it represents only a fraction of the losses. Before December 18th, I had already lost more than €10,000, partly because my account was not closed as requested, I continued to receive offers via email, text message, and phone call, and my withdrawal was delayed.
Therefore, I would like to receive a compensation payment from Playio.
The live chat always fobs players off with the same pre-prepared answers.
I urge you to contact the company and assist me. Currently, I can only provide you with the complete deposit history, which clearly shows how withdrawals have been delayed.
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4 days ago
Dear Nullneuner90,
Thank you for response. Could you please clarify the reason you no longer have access to the email correspondence? Please understand that without the necessary evidence, it may be quite challenging to address the situation with the casino. Additionally, could you please forward your your transaction history?
Thank you for your cooperation.
