The player from British Columbia had requested account closure via chat message and email about three weeks ago and had received no reply, which caused frustration. After the player had contacted the Complaints Team, they made another attempt to communicate with the casino, this time successfully. They had spoken with a representative named Dave who, despite having no record of the previous closure request, proceeded to close the account. The player had suggested the casino implement responsible gambling tools and make account closure easier. Following this, the player's account was closed, resolving the issue.
Playoro Casino - Player's request to close account ignored.
Amount: ??
Playoro Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 weeks ago
I requested via chat message as requested and left my email address for follow up to close my account about three weeks ago and have received no reply. Chat hasn't been available since then.
It's one thing to have a poor gambling experience due to limited game options and poor rtp, it's a whole other level when they refuse to close your account. Places like this shouldn't be allowed to operate.
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3 weeks ago
Dear tamalamaland123,
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.
- Have you requested to be unsubscribed from marketing communication in the casino?
- When was the last time you were in contact with casino support and what did you discuss?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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3 weeks ago
Hi Tomas thanks for your response. I went to the site for one more attempt to speak with a person and this time I was able to speak with Dave. I asked to close my account, he offered me free spins to keep it open, I said no thanks, and asked why no one responded to my request earlier (weeks ago). He said he didn't know and has no record of that. I suggested they make responsible gambling tools available and to not make it so hard to close an account. He then closed my account. Not a very responsible way to run a casino in my opinion, but I'm happy my account is now closed. Thanks again for your time.
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2 weeks ago
Dear tamalamaland123,
Thanks for the update. I am glad to hear your account has been closed.
I will now mark the complaint as 'resolved' in our system.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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