The player from Germany struggled to withdraw funds after experiencing a relapse into gambling addiction and losing approximately €8,000 at Playio. He requested a refund, citing the provider's awareness of his addiction and the legality of the site, but his request was denied. The player was advised to notify the casino about his gambling problem and submit a self-exclusion request, which was his responsibility. Due to the player's lack of response to inquiries and reminders, the complaint was closed without further investigation. The player was informed that the complaint could be reopened if he chose to resume communication.
PlayiO Casino - Player’s withdrawal request is denied.
Closed
Our verdict
Player stopped responding
Amount: €8,000
PlayiO Casino
Safety Index 8.0 HighCase summary
Discussion
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2 months ago
Translation
Ladies and Gentlemen
On April 19, 2025, I relapsed into my gambling addiction. From that point on, I deposited approximately €8,000 over several months with the provider Playio, primarily placing sports bets. In the end, I lost everything. I requested a refund from their support team, as they were aware of my gambling addiction and I later learned that Playio is an illegal provider. My request was denied. Can you help me with this?
Automatic translation:
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2 months 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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2 months ago
Dear aarongrimm8671xxx,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:
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.
Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.
Thank you very much in advance.
Best regards,
Petra
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2 months ago
Dear aarongrimm8671,
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.
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1 month ago
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
