The player from Germany requested self-exclusion for gambling addiction five weeks ago but has yet to receive a response, leaving his account active. He also seeks a refund of €3,156 for deposits made, as his account should have been deleted within 24 hours of his request. He is now prepared to escalate the matter legally if necessary.
Playio Casino - Player's account remains active after self-exclusion request.
Amount: €3,156
Playio Casino
Safety Index:Below averageSafety Index
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5.2
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Current status
Waiting for Casino Guru to reply
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Case summary
4 days ago
Public
Public
5 days ago
Translation
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.
Automatic translation:
Public
Public
4 days ago
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: support@playio.com, 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 kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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Public
4 days ago
Translation
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.
Automatic translation:
Casino Guru is examining the case
