PlayiO Casino - El jugador solicita un reembolso parcial y el cierre de su cuenta.

Hello,

I have repeatedly requested a partial refund and account closure, but only received emails with bonuses. In the meantime, I continued gambling despite being in debt, but my gambling addiction prevented me from controlling it. I would like at least a partial refund for this period.

Hallo,

ich habe schon mehrfach um teilweise Rückerstattung und Schließung des Kontos gebeten, aber es kamen nur Mails mit Boni. In der Zwischenzeit habe ich weiter gespielt, obwohl ich Schulden habe, aber durch die Spielsucht hstte ich keine Kontrolle. Ich hätte gerne zumindest eine Teilerstattung für diesen Zeitraum.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email at support@playio.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings PlayiO Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I'm getting a message saying I can't send you emails. The account was finally closed this morning. I already requested its closure on April 11, 2026, and subsequently informed you that I was bankrupt. I addressed my gambling addiction on April 16.

Mir wird angezeigt, dass ich keine E-Mails an Sie schicken kann. Das Konto wurde heute morgen endlich geschlossen. Ich habe bereits am 11.4.2026 um Schließung des Kontos gebeten. Und in der Folge auch mitgeteilt, dass ich pleite bin. Die Spielsucht habe ich am 16.4. thematisiert.

Thanks for your patience and for the information shared via email.

Based on the information you provided, we can't see the recipient's email address, so we can't conclude it was addressed to PlayiO Casino.

We can pursue a refund only in cases where we have evidence that you informed the casino of your gambling issues and the casino failed to act to protect you.

Kindly confirm that you sent a new self-exclusion request according to my earlier recommendation and let me know about the casino's responses and the status of your player's account.

When sharing evidence with me, make sure the information about the sender, recipient, and the date is all included, when possible.

My email is tomas@casino.guru

Looking forward to your reply.

Dear Nici83,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru