The player from Portugal faces issues with withdrawing money from PlayIO after being allowed to register and play while self-excluded. He highlights that the casino failed to implement Responsible Gaming measures and requests a refund of €400, claiming negligence on the part of the casino and unfair handling of his complaint by Casino Guru.
Playio Casino - Player demands refund for account mismanagement.
Amount: €400
Playio Casino
Safety Index:Below averageSafety Index
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5.2
Playio Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
5d 8h 40m 15s
Case summary
yesterday
Public
Public
2 days ago
Translation
PlayIO allowed me to register, deposit and play, even though I had been self-excluded since June 3, 2022 from the SRIJ list, which covers all licensed operators in Portugal. I was first contacted by email on March 3, 2025, asking for the account to be suspended and for €400 to be refunded. However, even after this communication, the casino continued to allow deposits and games before finally suspending my account.
PlayIO failed to implement adequate Responsible Gaming measures by allowing a self-excluded player to deposit and play without any prior verification. This is a fundamental requirement established by international regulations and consumer protection principles.
Although PlayIO's license is from Curaçao, this does not exempt them from complying with global Responsible Gaming guidelines, including:
Identifying and blocking self-excluded players prior to any deposit or wager.
Implementing effective consumer protection measures, ensuring that vulnerable players cannot deposit and lose money.
By ignoring these obligations, PlayIO has violated not only ethical principles, but also internationally recognized player protection regulations. This negligence fully justifies the demand for a refund of the €400, since the deposits should never have been accepted.
Furthermore, the way Casino Guru handled my complaint was unfair. My requests were repeatedly closed without a proper analysis of the facts. PlayIO not only ignored its own Responsible Gaming duties, but also wrongfully withheld my money. I request that my complaint be reopened and reviewed fairly.
Automatic translation:
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2 days ago
Dear brunomeirinhas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Playio Casino.
Unfortunately, there isn’t written that an exclusion in your country will be effective in all of the online casino. Could you please advise if you have requested a self-exclusion from Playio Casino directly mentioning gambling problems/addiction?
Additionally, if a casino has no license needed in your country of residence, it is the player's responsibility to check it before registering and is not eligible for any kind of refund for that.
Looking forward to hearing from you.
Best regards,
Nick
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2 days ago
Dear brunomeirinhas,
Please forward an evidence of your self-exclusion made in Playio casino to nikolas.b@casino.guru for further review.
Additionally, can you please confirm whether your account is still open or not?
Awaiting your response.
Regards,
Nick
Casino Guru is examining the case
