PlayiO Casino - La cuenta del jugador ha sido cerrada.

Hello folks,

I have to agree with you all about the negative experiences. I deposited around 300 euros on Monday and then I changed my mind and decided I wanted to close the account. I wrote to support and asked them to close the account. About an hour later, an Austrian number called me. He said he was my manager at the casino and asked if I wanted to change my mind. I said yes and got a bit of cashback. I continued depositing 800 euros, made winnings of 3,000 euros, and when I wanted to withdraw the first 500 euros, my account was blocked. Since then, I haven't received any replies to emails from support, and the live chat refers me back to support. My question: Is there a chance to play there again and maybe withdraw some winnings? Can anyone help me?

Hallo Leute,

ich muss mich euch hier auch wie ihr mit den negativen erfahrungen anschließen. Ich habe am Montag erst ca. 300 Euro eingezahlt und ich hatte es mir anders überlegt das ich das Konto lieber schließen will. Schrieb den Support um die Schließung des Kontos. Nach einer Stunde ungefähr rief mich eine Österreicher Nummer an er wär mein Manager von dem Casino und ob ich mich doch umstimmen will, ich sagte Ja und bekamm auch ein bißchen Cashback. Ich zahlte weiterhin 800 Euro ein, hab gewinne von 3000 Euro erzielt und als ich die ersten 500 euro auszahlen wollte, war mein Konto gesperrt. Seitdem bekomme ich keine Antworten vom Support auf Emails und der Livechat verweist mich wieder auf dem Support. Meine Frage: Gibt es da jetzt eine Chance wieder dort zu spielen und eventuell bißchen Gewinn auszuzahlen? Kann mir da jemand weiterhelfen?

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To help us better understand the situation, could you please provide us with the following details?

• What specific reasons were provided for the blocking of your account?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Have you passed the full KYC verification?
• Did you accumulate your winnings with or without a bonus?
• What was the reason you wanted to close your account?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good day Veronika,

I wasn't given any specific reasons. However, I assume that my account was blocked at my request before the manager changed my mind.

There were slot machines like Book of Tut, Pig Farm.

Until then, no KYC verification was necessary.

I made the winnings without a bonus.

I wanted to close the account because of the license, which is completely unknown to me.

Best regards

Guten Tag Veronika,

konkrete Gründe wurden mir nicht mitgeteilt. Ich gehe aber davon aus das die Sperrung meines Kontos auf die Anfrage meinerseits bevor der Manager mich umgestimmt hat.

Es waren Spielautomaten wie z.B Book of Tut, Pig Farm.

Bis dahin war keine KYC Überprüfung notwendig.

Die Gewinne habe ich ohne Bonus erzielt.

Das Konto wollte ich schließen wegen der Lizenz die für mich völlig unbekannt ist.

Viele Grüße

I just received this response from live support.

Ich habe gerade diese Antwort vom Live Support erhalten.

Have you received any emails from the casino after your account was closed? If so, please forward them to me at veronika.f@casino.guru. We need to verify whether your account was closed based on your request or if it was blocked due to an alleged violation of the Terms and Conditions related to your withdrawal request.

Kindly share any other evidence or communication that might be relevant to the investigation of your case as well.

Thank you in advance for your cooperation.

Hello Veronica,

I just sent you the email.

Best regards

Hallo Veronika,

ich habe dir gerade die Mail geschickt.

Mit freundlichen Grüßen

Thank you for your emails.

Based on the communication with the casino’s customer support, it appears that your account was closed on 30 June.

To help us better understand the situation, could you please clarify the following:

• When exactly did you receive the phone call from your VIP manager?
• When was the last time you successfully accessed your casino account?
• When was your most recent deposit into your casino account?

Thank you in advance for your reply.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 Veronica,

Thanks so much.

Hallo Veronika,

vielen lieben Dank.

Dear prokalis,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from PlayiO Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear PlayiO Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear all,

Thank you for bringing our attention to this matter.

We will need some time to conduct a thorough investigation and will get back to you once we've gathered all the needed information.

Your patience is much appreciated.

Kind regards,

PlayIO Team

Dear Kubo,

We've sent you an email containing more information on the case. Please review it and give us your response.

Kind regards,

PlayIO Team

Dear PlayiO Casino,

Thank you for your email.

The player had previously forwarded us the full conversation, so I was aware that he had explicitly agreed to the closure of his account and the voiding of his balance. However, he claims that he received a call from a VIP manager who convinced him to change his mind and offered him a cashback, which he accepted - subsequently depositing another €800.

Could you please address this situation and provide more details? Specifically, do you have a record of this call and confirmation that the cashback was offered and processed?

Thank you for your assistance.

Dear all,

Thank you for your patience during this time.

Upon further review, we concluded that there was some miscommunication on our end, therefore, we took the decision to refund the deposits made by the player right before the final account closure.

We kindly ask prokalis to respond to the email we have sent him yesterday so we can proceed.

Kind regards,

PlayIO

Dear PlayiO Casino,

Thank you for your response.

To be honest, I’m struggling to understand the reasoning behind the forfeiture of the player's rightful winnings. Could you please clarify why you believe the player is only eligible for a refund of his deposits, while the winnings are being withheld - despite your acknowledgment of a mistake on your end?

Your explanation on this matter would be greatly appreciated.

Thank you.

Dear Kubo,

Thank you for your input.

We will gladly address any questions or concerns that may come up, however, we are still waiting for a response from the player.

We kindly urge prokalis to review the email we have sent him and respond at his earliest convenience.

Kind regards,

PlayIO Team

Dear prokalis,

Thank you for your email. I understand that you haven’t received any further communication from the casino. Could you please double-check all possible folders, including your spam or junk folder, to ensure the message hasn’t been misdirected?

Thank you.

Dear Kubo,

I have not received any further emails from the casino, either in my junk or spam folder.

I ask the casino to resend the email to the known address.

Thank you.

Lieber Kubo,

ich habe keine weitere Email weder im Junk oder im Spam vom Casino erhalten.

Ich bitte das Casino die Email auf die bekannte Adresse erneut zu schicken.

Vielen Dank.

Dear prokalis,

We have just resent the email, hopefully it has reached you.

Looking forward to your reply!

Kind regards,

PlayIO Team

Hello dear Playio Casino staff,

I have replied to your email.

However, your verification is incorrect. According to your colleague's phone call, the deposits were higher than what you stated in the email.

Best regards

Hallo lieber Playio Casino Mitarbeiter,

ich habe auf Ihre Email geantwortet.

Ihre Überprüfung ist aber nicht Richtig. Nach dem Telefonat Ihres Kollegen waren die Einzahlungen höher als das was Sie an der Email angegeben haben.

Mit freundlichen Grüßen

Dear all,

We are happy to confirm that the refund has been initiated.

Our team carefully examined the case and concluded that the amount is exact.

We will post a confirmation once the refund is payed out.

Kind regards,

PlayIO Team

Dear all,

We are happy to confirm that the refund is now complete.

If the complainant is satisfied with the outcome, we kindly ask to mark the case as Resolved.

Kind regards,

PlayIO Team

Dear prokalis,

According to the latest information, you have reached an agreement with the casino regarding your refund. Could you kindly confirm once you have received it?

Thank you.

Hello Cuba,

I confirm the agreement.

A small amount of the deposits was paid out.

Best regards

Hallo Kuba,

ich bestätige die Vereinbarung.

Es wurde eine kleine Summe der Einzahlungen ausgezahlt.

Mit freundlichen Grüßen

Dear prokalis,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo