PlayiO Casino - Pelaajan tilin estopyyntöä ei ole huomioitu.

I requested a block from the casino. This request was ignored; deposits are still possible. I've lost over €4,000. Playio says the account cannot be blocked because the email address I'm writing from isn't the registered one. Google changed googlemail to gmail some time ago, so I can only write from gmail. I also asked for a comparison of my deposited losses, but this was completely ignored, and I was just given the runaround. I'm considering having a specialized law firm take over the case.

Bitte an Casino um Sperrung. Bitte wurde nicht nachgekommen, Einzahlungen immer weiter möglich. Über 4000€ verspielt. Playio sagt Konto kann nicht gesperrt werden da die email von der ich schreibe nicht die registrierte ist. Google hat vor einer Zeit googlemail in gmail umgeändert, kann nur von gmail schreiben. Ich bat auch um einen verglich meiner eingezahlten Verluste, es wurde überhaupt nicht darauf eingegangen und nur hingehalten. Ich überlege den Fall von einer spezialisierten Kanzlei übernehmen zu lassen

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Dear Juvo2000,

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. The casino can even try to keep the player by offering bonuses or other advantages to them.

On the other hand, self-exclusion does. If a player successfully requests 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).

Could you please specify the reason for closing your account? When was the last time you contacted the casino regarding this issue? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance.

Best regards,

Kristina

I requested a ban because I kept returning after the site closed. I requested the ban due to gambling addiction. I last contacted support on November 17, 2025, and again received no response.

Ich bat um eine Sperre, da ich nach Schließung immer wieder zurückkehrte. Ich bat aufgrundvon spielsucht um die Sperre. Zuletzt kontaktiert habe ich den Support am 17.11.2025, und bekam abermals keine Antwort.

Upon my return, I again deposited money uncontrollably and suffered heavy losses.

Ich zahlte nach Rückkehr abermals unkontrolliert Geld ein und hatte hohe Verluste

Playio Support contacted me again, requesting a photo of my ID card and both my new and old email addresses to change them. I reiterated that the address is my current one. Unfortunately, I'm increasingly getting the impression that I'm being strung along.

Playio Support meldet sich erneut und verlangt ein Foto von meinem Personalausweis, neue und alte email Adresse um diese zu ändern. Ich erklärte erneut das die Adresse die aktuelle ist. Es verstärkt sich leider immer mehr der Eindruck dass ich hingehalten werde

I just received another email from Playio support. My account has finally been blocked, and my request for a settlement regarding the deposits has apparently been forwarded to the responsible department. I don't know if this was due to any efforts on your part; if so, I thank you most sincerely.

ich habe soeben eine erneute Mail vom playio Support bekommen. Mein Account wurde nun endlich gesperrt, und mein Antrag auf Vergleich zwecks der Einzahlungen wurde wohl an die zuständige Stelle weitergeleitet. Ich weiß nichtig das aufgrund Bemühungen ihrerseits geschehen ist, wenn ja bedanke ich mich herzlichst

Thank you very much for your reply. Could you please forward me the messages in which you informed the casino about your gambling problem?

Additionally, please forward any other correspondence between you and the casino to kristina.s@casino.guru. Alternatively, you can post screenshots here. Thank you in advance.

Thank you for your efforts so far. I received an exceptionally rude email today from the Playio refund department. I have already contacted a specialized law firm and am preparing a lawsuit. I will not be treated like this and strung along for weeks.

Danke für ihren bisherigen Bemühungen. Ich habe heute eine außerordentlich freche email von der playio erstattungsabteilung bekommen. Ich habe bereits eine spezialisierte Kanzlei kontaktiert und bereite Klage vor. Ich lasse mich nicht so vorführen und wochenlang hinhalten

Can you please clarify when exactly you made the last successful deposit?

The last deposit will be made on approximately November 22, 2025.

Die letzte Einzahlung erfolge ungefähr am 22.11.2025

I consulted a lawyer again today. Playio does not have a gambling license in Germany, and I don't live in Schleswig-Holstein. The reference to the supposedly required checkbox is invalid according to legal opinion. Since I've been strung along and ignored, I'm now taking legal action to recover my money.

Ich habe mich heute erneut von einem Rechtsanwalt beraten lassen. Playio verfügt über keine glücksspiellizenz in Deutschland, und ich wohne nicht in Schleswig Holstein. Der Verweis auf das Kästchen das man angeblich anklicken muss ist hinfällig nach juristischer Einschätzung. Da ich hingehalten und ignoriert wurde, Scheue ich mich nun nichtmehr das Geld einzuklagen.

Dear Juvo2000,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Juvo2000,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send us all communications, precisely mentioning self exclusion and gambling issues to the casino, if there are any additional ones other than the request on 15th of November. I would also like to invite the PlayiO Casino representative to enter the discussion.

Dear casino representative,

while we are waiting for the player's response, could you please also clarify an exchange between the support and the player, where the player was informed his balance would be voided on closure request? Were they refferring to term 3.7. in your terms and conditions? Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Unfortunately, there was no further response from Playio to the message from the refund office.

auf die Nachricht der ersattungsstelle folgte leider keine weitere Reaktion seitens playio

Dear Juvo2000,

thank you for your response. What I had in mind, were there any previous communications with the casino? Had you been in touch with the casino in regards to your gambling issues in the past, or was there only the exchange you have provided us with?

No, not besides the conversation. I deleted my account myself several times, but it could be reactivated simply by logging in. Unfortunately, I lost the most money during these reactivations.

Nein, neben der Konversation nicht. Ich löschte mehrfach selber mein Konto, was durch einfach einloggen aber reaktiviert werden konnte. Bei diesen wiederkehrten verlor ich leider am meisten Geld

Dear Juvo2000,

thank you for your answer, we will now wait for the casino's statement.

Dear Martin,

Please be advised that we have sent the relevant evidence to the email address you provided. This includes confirmation that no deposits were made after 16/11/25, following the player's indication that they wished to close their account.

The evidence also confirms that the player was informed their balance would be voided upon submitting a closure request, and they acknowledged and agreed to this condition.

Kind regards,

PlayiO Casino Team

Dear parties,

thank you both for your cooperation regarding this case. Now that we have received more evidence from both sides, I would like to clarify our position.

Firstly, I would like to address the player’s self-exclusion request. We consider the request from 15th of November to be valid, however, we have no confirmed evidence that you have submitted one beforehand. Without such confirmation, we cannot request refunds for activity prior to that date, as the casino was not informed of your gambling issues.

You have also claimed you have made several further deposits since 15th of November, but casino's system doesn't show any records of this. Are you able to provide me with your November bank statement, showing the deposits made to the casino? You can send it to martin.l@casino.guru, which is the only email I use.

Regarding the casino's application of rule 3.7, we understand the casino informed the player that their balance would be voided upon closure. That said, Casino Guru does not accept voiding funds in cases involving responsible gambling related requests, which means we consider the usage of such rule to be unfair in this instance.

We therefore believe, that the player is entitled to the funds voided during the account closure. Additionally, we also want to look into the player's claims of further deposits into his account and see out the possibility of technical issues and deposits being lost and not credited.

That was my mistake. After November 15th, I made no further deposits. Playio sent me several emails confirming that bonuses had been credited, including one on November 22nd. I've attached the proof. I mistook the bonus email and the credit of free spins for a deposit. I was concerned about a refund, not about losing credit. My excessive gambling, especially on November 12th, 13th, and 14th, has landed me in serious financial trouble. The fact that a provider wouldn't even consider a refund request after I lost €400 in a single evening, constantly replenishing my balance with €40 deposits, is beyond reprehensible. I was polite in my request, prepared to forfeit a significant amount of money, fully aware that I had brought this situation upon myself. Their stalling tactics and lack of response increasingly restricted my options until I had no choice but to seek legal advice.

Das war ein Fehler meinerseits. Nach dem 15.11 tätigte ich keine weiter Einzahlungen. Playio schickte mir mehrer mails das Bonus gutgeschrieben wurden, unter anderem am .22.11.. Beleg hänge ich an. Die Bonus Mail und Gutschrift von gratis Spins verwechselte ich mit Einzahlung. Mir ging es um Erstattung, nicht um Guthaben dass verfällt. Ich habe mich durch exzessives Spielen, vor allem am 12.11/13.11/.14.11 in erhebliche finanzielle Probleme begeben. Dass von Seiten eines Anbieters nicht einmal auf Bitte einer Prüfung einer Erstattung eingegangen wird, nachdem man an einem Abend 400 Euro verspielt, immer nachgeladen mit 40 Euro Einzahlungen, finde ich mehr als verwerflich. Ich war freundlich mit meiner Bitte, bereit auf viel Geld zu verzichten, wohlwissend dass ich mich selber in diese Lage gebracht habe. Das hinhalten und nicht reagieren engte mich immer weiter ein, bis mir keine Wahl als juristische Beratung blieb

Dear Juvo2000,

thank you very much for clarifying the issue regarding the deposits. Unfortunately, as I mentioned earlier, we will not be able to push for a refund of any losses before 15th of November, as we do not have any evidence confirming you have informed the casino about your issues.

Dear casino representative,

can you please specify what was the exact balance, if any, that was confiscated during the account closure?

Dear all,

Please note that no funds were confiscated, as the player did not have any balance in their account at the time of review.

Kind regards,

PlayiO Casino Team

Thank you very much, I will pursue legal action and fight for all payments without exception. A settlement is out of the question, and I hope for more far-reaching consequences.

Vielen Dank, ich werde den juristischen Weg bestreiten, und ausnahmslos alle Einzahlungen erstreiten. Ein Vergleich ist vom Tisch, und ich hoffe auf weitreichendere Konsequenzen

Dear casino representative,

thank you for your involvement in the mediation process.

Dear Juvo2000,

Thank you for the updates and for your cooperation throughout.

I fully understand your frustration and dissatisfaction with the issue. However, since no additional funds had been deposited after the self-exclusion request, nor were any remaining funds confiscated during the account closure, there is unfortunately nothing further we can pursue with the casino. For this reason, I will now have to close this complaint.

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Kind regards

Martin