The player from Germany attempted to self-exclude from Playio Casino due to a gambling addiction but received no response to his email requests. After two attempts via live chat, he was told to be patient; however, he could still log in and deposit, resulting in a loss of over €2,000. He sought a permanent ban and a refund of his money. The issue was resolved by clarifying that the player did not mention gambling addiction in his email requests, which was necessary for a self-exclusion. The player decided he did not need further assistance, and the complaint was closed at his request.
PlayiO Casino - Player's self-exclusion request is delayed.
Closed
Our verdict
Other
Amount: €2,000
PlayiO Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
Hello. On June 25, I tried to have myself blocked from Playio Casino via email. There was no response. I have now requested this twice via live chat, stating that I have a gambling addiction. There, I was told that I must do this via email.
When I explained to the lady that I had already tried to have myself blocked via email, the only response I received was "this will take some time, I should be patient."
I can still log in and deposit money there. I've lost over €2,000 since I first requested a self-exclusion. No other casino makes it as complicated to get banned. I would like to be permanently banned there, as I would at all other casinos operated by this operator, if possible. I also want my money back!
I have screenshots of the live chats and also the emails.
Please help me.
Thanks
Automatic translation:
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7 months ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Would you be so kind as to forward me the account closure requests you sent to the casino via email, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
TranslationHello,
I have sent you the emails.
Thanks
Automatic translation:
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7 months ago
Thank you for your emails.
After reviewing the communication you had with the casino, we found that although you mentioned gambling addiction in live chat, you did not mention this as the reason for your account closure in the emails sent to the casino. Please note that the casino had specifically asked you to state your reason via email, and live chat support informed you that they could not process the closure directly.
Because gambling addiction was not mentioned in writing via email, we are unfortunately unable to support your request for a refund of the deposits lost after your closure request.
However, if your account is still open and you are seeking permanent closure, we can assist you with ensuring it is properly closed going forward.
When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.
Example:
Email subject: Self-exclusion due to gambling addiction
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings PlayiO Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is gambling addiction.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to PlayiO Casino and keep me informed about any further developments. Thank you in advance.
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7 months ago
TranslationThank you very much.
I don't need any further assistance. This complaint can be closed.
Automatic translation:
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7 months ago
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
Best regards
Veronika
