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Five weeks ago, I first requested my self-exclusion due to gambling addiction under "Responsible Gaming." I haven't received a response to this to date.

I contacted them again shortly afterward. I received a response saying that my credit would then expire (a few cents) and that I should confirm this. After confirming, I still received no response, and the account remained active.

A short time later, I received another request to delete my account due to gambling addiction, but again no response.

A few days ago, the live chat promised to delete the account and that my VIP advisor would get in touch. Of course, no response, and the account is still active.

A complaint was submitted to the casino at the email address provided, but of course there was no response.

For this reason, I request a refund of all deposits made within 24 hours of the initial request. According to the website, the account will be deleted within 24 hours of the deletion request.

In total, I'm demanding €3,156. I'm happy to settle the matter out of court; otherwise, I'll take the matter to court.

My lawyer is involved and has all the necessary documents and email records.

Vor 5 Wochen habe ich das erste Mal an die unter ,,Verantwortungsvolles Spielen,, meine Selbstsperre auf Grund von Spielsucht beantragt. Daraufhin bis heute keine Antwort erhalten.

Kurze Zeit später wieder angefragt. Daraufhin Antwort erhalten, dass mein Guthaben dann verfällt (paar Cent) und dass ich das bestätigen soll. Nach Bestätigung wieder keine Antwort und Konto weiterhin aktiv.

Kurze Zeit nochmal die Aufforderung zur Löschung auf Grund von Spielsucht, wieder keine Antwort.

Vom Live Chat wurde vor ein paar Tagen versprochen das Konto zu löschen und dass sich mein VIP Berater meldet. Natürlich wieder keine Antwort und Konto noch aktiv.

Beschwerdeverfahren bei Casino an die angegebene Mail Adresse wurde eingereicht, natürlich keine Antwort.

Ich fordere aus diesem Grund alle Einzahlungen zurück, welche ab der 24h Frist seit der ersten Anforderung getätigt wurden zurück. Laut Website wird das Konto innerhalb 24h nach Aufforderung zur Löschung gelöscht.

In Summe fordere ich somit 3156€. Gerne bin ich zu einem außergerichtlichen Vergleich bereit, ansonsten ziehe ich vor Gericht.

Mein Anwalt ist eingeschaltet und hat alle erforderlichen Unterlagen und Mail Verläufe vorliegen.

Dear benediktmerkel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Good day,

I've just forwarded the emails to the address provided. I was also asked to close the issue three times via chat, and assured that it would be resolved. Unfortunately, I don't have a chat history for this. The department never responded, even though they promised.

Guten Tag,

habe die Mails soeben an die angegebene Adresse weitergeleitet. Zudem wurde 3 mal per Chat um Schließung gebeten und mir versichert, dass es erledigt wird. Dazu habe ich leider kein Chatverlauf. Die Rückmeldung der Fachabteilung kam auch nie obwohl es versprochen wurde.

My account is still active, I get multiple emails every day with offers for bonuses! Absolutely outrageous! And this despite having repeatedly requested deletion due to addiction over the past six weeks!

Account noch immer aktiv, bekomme jeden Tag mehrere Mails mit Angeboten für Bonis.. ! Absolute Frechheit! Und das obwohl mehrfach um Löschung wegen Sucht gebeten habe seit nun 6 Wochen!

Thank you very much, benediktmerkel, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) 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.

Hello benediktmerkel, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Playio Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with not adhering to the player's self-exclusion request and clarify the situation? I would also appreciate if the casino can provide us with any and all relevant evidence. Sensitive information can be sent to me directly at [email protected].

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear benediktmerkel,

We would like to kindly confirm you that you've requested closure due to gambling addiction via email on 6th of February and in the same day you were informed that any funds in your game account will be voided during the process and you've been asked If you wish to proceed to confirm your decision and consent by replying to that email.

However, after a careful review, we can confirm that you did not reply.

Once more, on 21st of February, you've requested closure due to gambling addiction without confirming it when you've been requested.

Conclusively, your account has been closed without the possibility of reopening and receiving further advertisements.

We trust this clarifies our position and we thank you for your understanding in this matter.

Kind Regards,

Playio Casino Team

I forwarded the email to Casino Guru, in which it is clearly visible that the loss of the few cents in the account was agreed to. So they are lying blatantly. In addition, closure was demonstrably requested twice more by email and twice more by chat. All four times there was no money left in the account. So they never complied with my request. According to their website and responsible gaming, they promise to close the account within 24 hours of any request. So they have not stayed true to their own terms and conditions. I am therefore continuing to demand a refund of all deposits made 24 hours after the first request for deletion, i.e. €3,156. I will not let myself be thrown off by their lies that easily.

Habe die Mail an Casino Guru weitergeleitet in der klar zu sehen ist im Verlauf, dass der Verlust der paar Cent auf dem Konto zugestimmt wurde. Somit lügen sie gerade gewaltig. Zudem wurde danach noch 2 mal per Mail nachweislich die Schließung beantragt und 2 mal per Chat. Alle 4 mal war kein Geld mehr auf dem Konto. Somit sind Sie zu keinem Zeitpunkt meiner Bitte nachgekommen. Laut Ihrer Website und Verantwortungsvolles spielen versichern sie bei Anfrage innerhalb 24h das Konto zu schließen. Somit sind Sie ihren eigenen Bedingungen nicht treu geblieben. Somit fordere ich weiterhin alle Einzahlungen zurück ab 24h nach Einreichungen der ersten Bitte um Löschung, somit 3156€. So einfach lasse ich mich nicht abschütteln durch ihre Lügen.

Dear Playio Casino Team, thank you for the account closure and cessation of marketing communication. As the player pointed out in the post above, I can confirm we have received the e-mail confirmation of the balance void out from the player to your support agent Mark, on 6th February at 16:55. Could you please check again?

Also, threatening players with voiding the balance for account closure is highly unfair term, that is completely against our Fair Gambling Codex. In the light of these facts, would you consider the following:

• returning any deposits (minus the withdrawals and winnings) made after 6th February
• taking down or re-wording the term regarding the balance void out due to the account closure for a fair version (that we will be more than happy to help you change for something that will still keep you protected, but would be also fair to the players)

Dear benediktmerkel,

We would like to kindly inform you that your request is under verification by the relevant department.

We will get back to you as soon as possible.

Kind Regards,

Playio Casino Team

This is great to hear, Playio Casino Team! :)

Could you also answer my questions from the previous post I have made? Thank you.

Dear benediktmerkel,

We would kindly request to reply to our email in order to proceed with the payment.

Thank you in advance.

Kind Regards,

Playio Casino Team

Dear benediktmerkel, after replying to the casino, could you also update me on the current status of the complaint? I have not been CCed into said communication. Thank you.

Good day,

I've been kindly offered a fee to settle this matter. Unfortunately, it's still too low for me at the moment. I've sent a counteroffer and think we can come to an agreement. I'll contact you when the matter is resolved.

Guten Tag,

mir wurde freundlicherweise ein Betrag angeboten um das Thema zu erledigen. Dieser ist mir im Moment noch leider zu gering. Habe ein Gegenangebot gesendet und denke dass wir uns einig werden. Melde mich bei erfolgreichem Abschluss.

Thank you for the update! Would you be able to either upload, or e-mail me the cashier deposits since 6th February? We do have the self-exclusion requests amongst the evidence, but nothing about your deposits and withdrawals from the time between your request and an actual account closure (if it has been finally closed at all yet).

Hello, I'm requesting the GDPR information and will send it to you as soon as I have it. The casino hasn't responded to my request for two days and is ignoring me. So much for them wanting to compensate me.

Guten Tag, ich fordere die DS-GVO Auskunft an und lasse Sie Ihnen zukommen sobald ich sie habe. Das Casino meldet sich seit 2 Tagen nicht mehr auf meine Antwort und ignorieren mich. So viel zum Thema sie wollen mich entschädigen.

Refund and payments decisions usually needs to go through the casino management, so I would give the support team a few days to come back with an answer. ;)

It was last Tuesday... since then I've been completely ignored.

War halt schon letzte Woche Dienstag.. seitdem werde ich komplett ignoriert.

I still haven't received any response, even after repeated inquiries. Contact isn't possible. My request for GDPR compliance is also being ignored. What should I do now? First it seems like a compromise, and now I'm being ignored again?

Habe bis dato noch immer keinerlei Rückmeldung, auch nicht nach erneutem Nachfragen. Kontakt nicht möglich. Meine Anfrage nach der DSGVO wird auch ignoriert. Was soll ich jetzt machen? Erst sieht es nach einem Kompromiss aus und jetzt werde ich wieder ignoriert?

I have messaged both of the contacts I have available regarding this casino. Maybe they will respond in time.

However, given the last couple of complaints were completely ignored by the casino, it is highly likely this case will follow suit and will be closed tomorrow as unresolved. If that happens, I will advise further steps.

Thank you very much. You are welcome to extend the response time. Apparently, you aren't the fastest at responding. I've also seen that the casino has responded positively to some complaints recently.

Vielen Dank. Gerne dürfen Sie auch die Frist verlängern um Antwort zu erhalten. Anscheinend sind sie ja beim Antworten nicht die schnellsten. Habe ja auch gesehen, dass in der letzten Zeit manche Beschwerden vom Casino positiv bearbeitet wurden.

Dear benediktmerkel,

Thank you for your patience. We sincerely apologize for the delay in response.

Please rest assured that your case is currently under verification. We are working to resolve it as quickly as possible and will get back to you with a detailed update as soon as we can.

We appreciate your understanding.

Kind Regards,

Playio Casino Team

Thank you for coming back to us, Playio Casino Team. I will extend the timer once more, but if it runs out again, I will have to close this complaint as 'unresolved', and it will negatively impact the safety rating. I don't think it's fair towards the player to keep extending this complaint any longer, given it has been opened for over a month now.

An update would be nice. Could you please reply to my emails? I haven't received any response on this topic for two weeks. Besides, you already promised me a refund, but I wanted to adjust the amount a bit. You still made enough profit with my offer. So please stick to your promised refund, and we'll get this resolved now.

Ein Update wäre mal schön. Sie könnten mir auch einfach mal auf meine Mails antworten. Da gab es zu dem Thema seit 2 Wochen keine Rückmeldung mehr. Zudem haben Sie mir schon eine Erstattung zugesichert nun die Höhe wollte ich etwas korrigieren. Mit meinem Angebot haben Sie immernoch genug Plus gemacht. Also halten Sie sich bitte an Ihre zugesicherte Erstattung und wir bringen das Thema jetzt über die Bühne.

Dear benediktmerkel,

We would kindly request to check the email provided.

Thank you for your cooperation.

Kind Regards,

Playio Casino Team

Good day,

I didn't receive an email on April 23rd. I checked everything carefully, and there was nothing in my spam folder either. The only email I received from you on Wednesday was a confirmation that my request had been received.

Please resend the email to me.

Guten Tag,

ich habe am 23.04. keine Mail erhalten. Ich habe alles genau überprüft, auch im Spam Ordner war nichts. Die einzige Mail welche am Mittwoch gekommen ist von euch war die Meldung dass die Anfrage eingegangen ist.

Bitte senden Sie mir die Mail erneut zu.

I think it would be easier if I was CCed into the above mentioned e-mail communication, as I would be able to confirm the e-mail being sent/received. Dear Playio Casino Team, could you please re-send the e-mail to the player with [email protected] CCed into it? Thank you.

Dear benediktmerkel,

We would kindly request to provide us the new waiver letter in order to proceed with your payment.

Thank you for your cooperation.

Kind Regards,

Playio Casino Team

Dear benediktmerkel, please CC me into the mailing communication, when sending the adjusted waiver to the casino, so I can keep up to date with the case. Thank you.

Hello,

The signed waiver was sent to the casino and you were added to the mailing list.

Hallo,

Verzicht wurde an Casino unterschrieben versendet und Sie mit in den Verteiler genommen.

Thank you, I have received the message. Next, we will wait for the casino to confirm processing of the payment.

Dear benediktmerkel,

We are pleased to inform you that your payment is in process.

Thank you for your cooperation!

Kind Regards,

Playio Casino Team

Good day,

The payment has been credited to my account as agreed. So, for me, the case is closed.

Many thanks especially to Matej for the great support!

Guten Tag,

die Zahlung ist wie vereinbart auf meinem Konto eingegangen. Für mich ist der Fall also erledigt.

Vielen Dank vorallem an Matej für die tolle Unterstützung!

Dear benediktmerkel,

I am very happy to hear that your issue has been resolved, and would like to thank PlayiO Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru