The player from Germany had registered at the casino and lost €1000 shortly after. After requesting account closure due to gambling addiction, he had not received a response and subsequently lost an additional €1300. He had sought reimbursement of his losses, citing the casino's lack of responsible handling of his situation. The Complaints Team had made multiple attempts to contact the casino for a resolution but had received no response. As a result, the complaint had been marked as "unresolved," and the player had been advised to contact the Anjouan Gaming Authority directly for further assistance. The complaint had later been reopened at the casino's request, leading to confirmation of the player's account closure and successful processing of the refund. The player had confirmed satisfaction with the resolution, allowing the complaint to be marked as "resolved."
Playio Casino - Player wants refund after account closure request.
Amount: €950
Playio Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
Hello everyone,
I have the following problem with the casino.
I registered there on February 16, 2025 and lost €1000 straight away. No free spins, no winnings, no matter what game, no matter what bet. In other words, the worst casino ever.
On February 17, 2025, I asked them to close my account immediately because I'm addicted to gambling. No response for a week, whether by email or chat. On February 25, 2025, I checked to see if it was closed. No, it wasn't. And then I lost €1300. Again, no win, no matter what bet, no matter what game. That's not responsible and not correct.
I want my €1300 stake back because they knew I was addicted to gambling.
Dear Dakky38,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playio Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you informed the casino about your gambling addiction in your account closure/self-exclusion request?
- Have you attempted to contact casino support in other ways after your request hasn't been followed up upon?
- Could you please share your self-exclusion request with me? My email is tomas@casino.guru
- Is your account currently accessible to you?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Hello tomas,
Here are my answers:
1. Yes, I informed the casino.
see email dated 17.2.25 at 23:56.
2. Yes, I have tried to contact support every day by email and also by live chat. In the live chat I was told that I should contact them by email about this matter. When I wrote that no one had responded, the answer was that I should be patient.
3. I will send you all the emails I have.
4. When I wrote in the live chat on February 25, 2025 that I had lost 1300€ again and that I would file a complaint.
My account was blocked in the middle of the chat.
I will send you all the emails I have.
I hope you can help me because this is a real scam.
Thank you very much, Dakky38, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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 Dakky38, 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 self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Any sensitive information can be sent to me directly at matej.l@casino.guru.
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.
Additionally, I have also contacted affiliation team members via Skype, in hopes of getting a response before the timer ends. That would result in closing this complaint as unresolved - which would lower the casino safety rating.
I have tried to contact the casino repeatedly via e-mail and Skype messages, and despite being assured by the management the case will be looked into, I have not received any further communication either here, via e-mail or Skype. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue a tall, dear Dakky38. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact the Anjouan Gaming Authority itself (click this link please) and lodge a complaint directly to them. Please let me know if you need help with filling the form or how the Authority responded if you can do this on your own, or feel free to CC me into your communication with my e-mail at matej.l@casino.guru. I am truly sorry I could not be of more help on this occasion.
Best regards,
Matej
We’ve reopened this complaint at the request of Playio Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Dakky38,
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
Thank you for the update, Playio Casino Team. Please, let us know as soon as the account has been closed, confirm it will not be possible to re-open due to the gambling problem of the player, and that the marketing communication will cease. Also, please let us know what is your stance regarding the refund. Thanks.
Dear all,
We would like to confirm you that the player's account is permanently closed with no possibility of reopening and the marketing communication is deactivated.
Futhermore, we are pleased to inform you that the payment has been successfully completed.
Thank you for your cooperation.
Kind Regards,
Playio Casino Team
This is good news, Playio Casino Team, thank you for the update and confirmation of the account closure! :)
Dear Dakky38, please let us know once you receive the refund, and whether that would make the complaint resolved to your satisfaction. Thank you.
Everything's done. The case is closed for me. Thank you for your efforts.
Dear Dakky38,
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.
Also, to stay safe from gambling sites while browsing online, I would strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device. It's free, so why not at least give it a try? ;)
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
