PlayiO Casino - La cuenta del jugador permanece desbloqueada a pesar de la solicitud.

Good day,

Unfortunately, I have a gambling addiction and had my account at Casino Playio blocked via email on April 30, 2025. Unfortunately, my account hasn't been blocked yet, so I was able to log in today, deposit, and gamble €200.

I ask the casino to block my account and refund my €200 deposits that were made after my email.

Best regards

Marcel R***

Guten Tag,

mich bin leider spielsüchtig und habe mein Konto bei dem Casino Playio am 30.04.2025 mein Konto per Mail sperren lassen. Leider ist mein Konto bis jetzt immer noch nicht gesperrt und so konnte ich heute mich einloggen und 200€ einzahlen und verspielen.

Ich bitte das Casino darum mein Konto zu sperren und mir meine 200€ Einzahlungen , die nach meiner email eingezahlt worden sind, zurückzuzahlen.

mit freundlichen Grüßen

Marcel R***

Dear Raabi2711,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@playio.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests that you sent to the casino (not as screenshots)? My email address is kristina.s@casino.guru. Have you tried contacting the casino regarding his issue again since your initial request?

Thank you very much in advance.

Best regards,

Kristina

Good day ,

I received the email exactly at this address ( support@playio.com ) and clearly pointed out my gambling addiction.

I have forwarded the email to you.

Best regards

Marcel R***

Guten Tag ,

mich habe die eMail genau an diese Adresse (support@playio.com) versendet und klar auf meine spielsucht hingewiesen.

die email habe ich Ihnen weitergeleitet.

mit freundlichen Grüßen

Marcel R***

Thank you for your reply, Raabi2711. Do I understand correctly that you still have access to your casino account?

Good day,

Yes, as of today I can still access the account.

Guten Tag,

ja ich kann Stand heute immer noch auf das Konto zugreifen.

Dear Raabi2711,

I hope this message finds you well.

We truly appreciate your understanding and apologize for any trouble this situation may have caused.

We're currently looking into this matter and will get back to you with a thorough response as soon as we can.

Thank you so much for your patience and support while we work to resolve this issue.

 Kind regards, 

Playio Casino Team

Good day,

Thank you very much. I'm doing well considering the circumstances.

I simply ask you to close my account and the €200 I deposited, which I was able to deposit one week after my request to close it (despite your website's promise that accounts will be closed within 24 hours).

Best regards

Marcel R***

Guten Tag,

vielen Dank. Es geht mir den Umständen entsprechend.

Ich bitte Sie lediglich mein Konto zu schließen und die eingezahlten 200€ welche ich eine Woche nach meiner Anfrage zur Schließung noch einzahlen konnte ( trotz Versprechen Ihrer Webseite, dass Kontos innerhalb von 24h gesperrt werden).

Mit freundlichen Grüßen

Marcel R***

Thank you very much, Raabi2711, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Raabi2711,

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 PlayiO 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

Dear Raabi2711,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Playio Casino Team

Thank you for your email and the offer of a refund of the €200.

How do I get the money now? I can't log in right now because I get the message "Account is being verified."

Best regards

Marcel

Vielen Dank für Ihre Mail und das Angebot der Rückerstattung für die 200€.

wie komme ich nun an das Geld? Einloggen kann ich mich aktuell nicht, da dort die Mitteilung kommt „Konto wird überprüft".

mit freundlichen Grüßen

Marcel

Good day,

I have received the money, but the account is now blocked. Many thanks to everyone involved.

Guten Tag,

Geld habe ich erhalten, das Konto ist nun gesperrt. Vielen Dank allen beteiligten

Dear Raabi2711,

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