Playoro Casino - Player’s account limit request is ignored.

I played on Playoro and won a nice amount of money. The money was in my bank account in 3 days and everything was fine. After that, I sent a message to customer service that I want to close my game account. I didn´t want lose my money back to casino. The customer service representative said I could set deposit limits, but I decided to close my account anyway. However, A few days later I asked the customer service representative to open my account and at the same time announced that I want to set a daily deposit limit of 200 euros. The account was opened, but when I got the taste of playing, there was no deposit limit due to my demand for pressure. I wouldn't have opened an account without a deposit limit. Then I started to playing and finally lost 4000 euros. The deposit limit had not been set despite my demand. I have sent two complaints to the casino, but they have not answered me anything.

Dear Hanapexi,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're facing, and I’d like to help clarify the situation.

Could you please confirm if you requested the daily deposit limit from casino customer support more than once, or was it only mentioned in your reopen request?

If you reached out to customer support multiple times regarding this request, could you kindly forward the communication to me at veronika.f@casino.guru or share screenshots here?

When was the last time you contacted customer support about the missing deposit limit?

Once I have more information, I’ll do my best to assist you in resolving this issue.

Thank you for your patience, and I look forward to your response.

Best regards,

Veronika

Hi Veronika,

I mentioned that deposit limit when I re-opened my account. My account was closed before that and I though that I will not play anymore. There are 2 attachment, where you can find those emails to Playoro.

Thank you for your email and your response.

Could you please forward me the email that you received from Casino Support informing you that you could set a deposit limit on your account?

I tried to find that email, but unfortunately I deleted it at the same day when I closed the Playoro account and decided to stop gambling. I tried to restrore the email with Google support, but they said that it is impossible to return emails which are permanently deleted from the trash. Would you think that Playoro have the conversation saved? Or are they uncooperative? 

Since that, I have played at Playoro 2 times and both times deposit limit worked! It is weird that now it worked, but last time it did not and I was enable to lost 4000e.

Have you received any notification when your deposit limit was activated? When did you notice for the first time that your deposit limit is working?

I haven't received any notification that it has been activated. It worked on 2.3.2025 and 3.3.2025.

Thank you very much, Hanapexi, 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.

Hello Hanapexi,

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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello,

Playoro finally replied to me yesterday and refunded me 3600 euros. I am happy with the situation and can continue to recommend the casino to others.

Dear Hanapexi,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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. 

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, 

Michal V 

Casino.Guru