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Dear Casino Guru Team,

I asked the Play.io casino on January 3rd, 2025 to close my account permanently because I am addicted to gambling. I also stated this in my email in which I asked for closure. Now the account has been reopened and I was lured with free spins, which led to me depositing and losing money. I cannot name the exact amount because I cannot access the deposit history. I am asking you to help me close the account permanently and get my losses refunded. Thank you very much!

Liebes Casino Guru Team,

ich habe das Casino Play.io am 03.01.2025 gebeten, mein Konto dauerhaft zu schließen, da ich spielsüchtig bin. Das habe ich auch in meiner email angegeben, in der ich um Schließung bat. Nun wurde das Konto wieder eröffnet und ich wurde mit freispielen gelockt, was dazu geführt hat, dass Geld eingezahlt und verloren habe. Den genauen Betrag kann ich nicht benennen, da ich die Einzahlungshistorie nicht aufrufen kann. Ich bitte Euch mir zu helfen, dass Konto wieder dauerhaft zu schließen und meine Verluste zurück erstattet zu bekommen. Vielen Dank!

Dear zeninosilla,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Did you receive any confirmation from the casino that your account was closed?

How did you find out that the account was reopened?

Thank you very much in advance.

Best regards,

Dominika

Dear Dominika,

I forwarded the communication to you via email.

Best regards

Liebe Dominika,

ich die Kommunikation an Sie per email weitergeitet.

viele Grüße

Dear zeninosilla, could you please provide a screenshot of your casino account where your registered email address is visible?

Dear zeninosilla, did you receive any confirmation from the casino that your account was closed back in January?

How did you find out that the account was reopened?

Also, did you manage to explain to them that you're sending emails from the address associated with your registered account?

Could you please forward me the email containing the self-exclusion request you sent in January?

I didn't receive a confirmation; it was simply closed. Then it reopened without my consent. I received an email with free spins and couldn't resist the temptation. Here's a screenshot of the free spins email (please do not publish).

Ich habe keine Bestätigung bekommen, es wurde einfach nur geschlossen. dann wurde es ohne meine Zustimmung wieder eröffnet, ich hatte eine Email bekommen mit Freispielen und konnet der Versuchung nicht widerstehen. Hier ein screenshot der Freispiel Mail (bitte nicht veröffentlichen)

Dear zeninosilla, please forward the original self-exclusion request email you sent to the casino on January 4 to dominika.l@casino.guru.

Did you manage to explain to them that you're sending emails from the address associated with your registered account?

Dear zeninosilla,

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.

Hello Dominika,

I forwarded the email. It also shows that the email address is the same as the one used for my registered account.

Best regards

Hallo Dominika,

ich habe die Email weitergeleitet. In dieser ist auch ersichtlich, dass die Emailadresse die selbe ist, wie mit meinem registrierten Konto.

Liebe Grüße

Dear zeninosilla, could you please forward the email from the screenshot above showing the free spins offer?

I just sent it 🙂

Habe ich grade geschickt 🙂

Thank you very much, zeninosilla, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear zeninosilla,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Playio Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Playio Casino,

Could you please provide detailed information regarding this case, including the specific reasons why the player's account was reopened, despite it having been previously closed due to a gambling problem?

Thank you in advance for your response!

Best Regards,

Kubo

Dear zeninosilla,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

PlayIO team.

Dear zeninosilla,

We have sent an email to you please share the following details, to help you further.

Waiting for your update. Thank you!

Best regards.

PlayIO team.

Hello PlayIO, I have sent you all the requested information via email.

Thanks.

Hallo PlayIO, ich habe Ihnen alle angefragten Informationen per Email geschickt.

Danke.

Dear Playio Casino,

Could you please provide an update on the situation? Have you had a chance to review the requested details from the player? We would also appreciate any information on the next steps in the process.

Thank you for your cooperation.

Hello zeninosilla,

We are happy to confirm that we had refunded the amount on April 16th, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Later, please confirm if you receive the amount. Thank you!

Our team wishes you all the best for your future activities!

Best regards,

Playio team.

Dear PlayiO Casino,

Thank you for processing the player's refund. I appreciate your cooperation in resolving this matter.

Dear zeninosilla,

Could you kindly confirm whether you have received the refund as expected?

Thank you.

I have received the refund, the case can be closed - thank you very much!

ich habe die Rückerstattung erhalten, der Fall kann geschlossen werden - vielen Dank!

Dear zeninosilla,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo