HomeComplaintsPlayoro Casino - Player’s account closure has been delayed by the casino.

Playoro Casino - Player’s account closure has been delayed by the casino.

Amount: ??

Playoro Casino
Safety Index:High
Submitted: 09 Jul 2024 | Case closed : 26 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Austria had repeatedly requested Playoro to close his account but faced delays and demands for justification, which raised concerns about player protection. Despite multiple attempts, the casino insisted on a phone call and discouraged account closure. After intervention from the Complaints Team, the casino confirmed the account closure due to gambling issues, acknowledging the player's request. The complaint was ultimately rejected due to a lack of response from the player following the resolution.

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3 months ago
Translation

Playoro doesn't close account despite multiple requests.


PLAYER PROTECTION NON-EXISTENT


Beware of Playoro. I registered an account on Friday and wanted to close it after the slot machines paid out winnings significantly poorly. Playoro ignored my first request entirely. It wasn't until Sunday that I received an email asking for a reason for my closure request. I responded stating that Playoro should simply close my account, no reason necessary. On Monday, I received yet another message asking me to justify why I wanted the account closed.


I replied again, requesting that they simply close my account. This time, I received an email from the VIP service stating I needed to provide a reason, and that my account couldn't be closed without a phone call to the VIP service. They also mentioned that I might not be aware of all the services on their website.


Such poor player protection is rarely seen. Just this line from their email is brutal:


"Please continue playing and do not leave our casino platform so quickly; it would be a loss for you, believe us."

Automatic translation:
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3 months ago

Dear mtm119, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. I must warn you that if you did not mention gambling addiction as the reason for your account closure, we are unable to assist you.

Thank you very much in advance. 

Best regards, 

Veronika

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3 months ago
Translation

I forwarded the email this morning, my account is still open and Playoro just ignores my emails - you still have a high security index

Automatic translation:
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3 months ago

You still have not explained why you wish to close your account. Please state the reason so that we can continue with the investigation.


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3 months ago
Translation

Hello Veronika - maybe you should read my email again before you accuse me of things. The email clearly states "due to gambling addiction" - maybe you should read it again and then reply here?

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3 months ago

I apologize, now I can see that on July 10 you requested self-exclusion due to gambling addiction.

Have you received any response from the casino yet? Has your account been blocked?

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3 months ago
Translation

No, the account is still open and Playoro sends advertising emails

Automatic translation:
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3 months ago

Thank you very much, mtm119, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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3 months ago

Hello mtm119,


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 unsuccessful self-exclusion attempts and clarify the situation?


Thank you in advance.


Respectfully,


Michal


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3 months ago

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.

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3 months ago

Dear mtm119,


I am trying to get in touch with the casino internally, outside of this thread. I will let you know when I have any updates.

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3 months ago

Dear Mtm119,


We hope you're well.


Mtm119, please note that we have not received any messages from you on July 10th. The reason why we request information about the reason for the account closure is to make sure players who may be struggling with gambling addiction are treated with due care, and also to collect vital feedback regarding our services from the players who no longer wish to play with us.


Now that we are aware that the reason why you wanted to close your account is gambling issues, we can confirm that your account has been closed.


We remain available for any further inquiries, and wish you both a lovely day and weekend ahead.


Kind regards,

PlayOro

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3 months ago
Translation

After 4 weeks, a complaint and contact from Casinoguru, the casino responds, wow.


To all players: keep your hands off this dubious site.

Automatic translation:
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2 months ago

Dear mtm119,


Were there any more requests from you to close the account due to a gambling addiction or was the email from the 10th of July the only mention of gambling addiction that you have sent to the casino?

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2 months ago

Dear mtm119,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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2 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.


The player can reopen this complaint at any time.

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