Playoro Casino - Casino fails to close player's account.

Hey, this casino is acting strangely.

I have asked them to close my gaming account starting from the 29th of February due to a gambling problem, but they do not reply to my emails. I sent several emails without a response. They call me in the evening on my phone and offer bonuses knowing full well that I am addicted to gambling. When I ask their Chat support to close my account, they also offer bonuses instead of closing my account as a gambling addict.

I have lost several hundred Euros after the 29th of February because they have not respected my request.

My user account is still open.

Dear Lola1556,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playoro Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain when did live chat conversation with the casino took place? Was it 29th February?
• Have you received a response from live chat support after you mentioned your ongoing gambling problems to them?

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

Hi, I have been in constant contact with them. Live chat just says wait. I have often been in contact with their chat. The email is 29.2 after which I was in live chat, they did not block me. the live chat in question was 7.3 THEY JUST OFFERED THE BONUS AS ALWAYS!!!!!

BUT I have been on their live chat several times without success.

Here is also a good example of live chat, they always say sorry to wait.

help me the account is still open

Tomas are you here? Can you connect to the casino, please?

Thanks for your patience.

Thank you very much, Lola1556, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 Lola1556,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Playoro Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

I just got a message from them! I will let you know when I get my money.

Dear Lola1556,

That surely is good news. We will be waiting for your updates!

Hi, this was successfully resolved. Thanks for help.

Dear Lola1556,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru