PlayiO Casino - Player’s account remains open after self-exclusion.

Hallo, ich habe seit 17.10.2025 eine Selbstsperre bei OASIS wegen meinem Spielproblem. Trotzdem konnte ich seitdem 2851,00€ einzahlen. Selbst meine bitte den Playio Account zu deaktivieren wurde ignoriert und ist bis heute noch zugänglich und ich konnte wieder einzahlen. Deswegen verlange ich mein Geld zurück.

Ich hab das denen jetzt mal per Email geschrieben aber ich schätze mal das ich wieder irgendeinen copy paste text bekomme oder es ignoriert wird. Deswegen wollte ich mich jetz mal melden.

Vielen Dank, Chris

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Dear len0xify,

I understand your concern regarding PlayiO Casino. However, please be aware that OASIS is a German registry, and its self-exclusion policy is applicable only to operators licensed in Germany. As PlayiO Casino does not possess a German gaming license, it is not obligated to adhere to German regulatory guidelines. For casinos operating outside of German jurisdiction, it is advisable to utilize the self-exclusion options provided by the casino itself to ensure your protection.

However, you mentioned that you tried to request a self-exclusion at this casino on your own. Is that correct? If so, may I ask you a few questions to better understand the situation?

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

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,

Katarina

Ich habe am 24.11.25 per email meinen Account sperren lassen und sogar auf die frage warum geantwortet. Wie gesagt wurde die Sperrung dann trotzdem nicht gemacht und ich wurde stattdessen auf VIP Status erhöht. Seitdem konnte ich wieder 140€ einzahlen. Als ich jetzt die Beschwerde geschrieben habe und mein Geld zurück verlangte ging es auf einmal. Mein Account ist jetzt endlich gesperrt.

Als Antwort auf meine Beschwerde habe ich heute eine email erhalten mit paar Zeilen aus ihren AGBs und das ich keinen Anspruch auf eine Rückzahlung habe..

Dear len0xify,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore 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 due to a gambling problem

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 casino email support@playio.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

Best regards,

Katarina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear len0xify,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina