The player from Germany requested a permanent closure of her account at Play.io casino due to gambling addiction on January 3rd, 2025. Despite this request, her account was reopened, leading her to deposit and lose money again. She seeks assistance in permanently closing her account and recovering her losses.
Playio Casino - Player’s account is reopened after closure request.
Amount: €1,000
Playio Casino
Safety Index:Below averageSafety Index
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5.5
Playio Casino has a Safety Index of 5.5, 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
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Case summary
10 hours ago
Public
Public
1 week ago
Translation
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!
Automatic translation:
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1 week ago
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
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6 days ago
Translation
Dear Dominika,
I forwarded the communication to you via email.
Best regards
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3 days ago
Dear zeninosilla, could you please provide a screenshot of your casino account where your registered email address is visible?
Sensitive attachment
Sensitive attachment
2 days ago
Translation
Please do not publish this screenshot. Thank you!
Automatic translation:
Casino Guru is examining the case
