PlayiO Casino - La cuenta del jugador se ha cerrado después del problema de retiro.

Dear felixkammerer,

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 clarify when exactly your account was closed? When did you make the last deposit?

Additionally, if there is any other relevant communication between you and the casino, please forward it to me. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Account closure: June 18, 2025

Last deposit: May 19, 2025

Schliessung des Kontos: 18.06.2025

Letzte Einzahlung: 19.05.2025

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear felixkammerer,

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,

I kindly request a detailed explanation regarding the handling of this case, specifically addressing why the player’s account remained active for an additional three months despite the submission of a self-exclusion request and a clear declaration of a gambling problem - an issue that your support team has evidently acknowledged.

Your thorough and transparent response is crucial to ensuring a fair and responsible resolution of this matter.

Thank you in advance for your cooperation and prompt attention to this request.

Best regards,

Kubo

Dear All,

Thank you for reaching out to us, and we apologize for the delay.

We have escalated player's request to the relevant department.

Once we have an update, we will let you know.

Best regards,

PlayiO Casino Team

Dear felixkammerer,

We have emailed you regarding your refund request.

Please check it and let us know in order to move forward.

Best regards,

PlayiO Casino Team

Thank you for your response and for the offer of a partial refund of 400 EUR as a goodwill gesture.

Unfortunately, I must decline this offer, as the amount in question is 1,500 EUR. The proposed refund falls significantly short of the full amount I am seeking to recover. I am still open to a fair resolution, but a higher offer would be necessary to move forward.

I hope we can find a mutually acceptable solution soon.

Dear felixkammerer,

After checking your communication with the casino, we received your closure request on 12.03.2025.

The refund offer represents your losses starting 24 hours after we received the request and the time the account was finally closed.

Therefore, our refund offer still stands at 400 eur.

Best regards,

PlayiO Casino Team

Please reconsider. More than €400 was deposited 24 hours after requesting the block. Please send me the transaction logs and I will compare them with my account statements.

It is okay for me that losses are only taken into account after 24 hours have passed since receipt (March 24th).

I have already sent you my contact details.

Bitte um erneute Überprüfung, es wurden 24-Stunden nach Beantragung der Sperre mehr als 400€ eingezahlt. Bitte senden Sie mir die Transaktions Logs und ich werde diese mit meinen Konto-Auszügen abgleichen.

Es ist für mich in Ordnung das Verluste erst nach Ablauf von 24h nach Eingang (24.03.) berücksichtigt werden.

Meine Kontaktdaten habe ich ihnen bereits geschickt.

Dear PlayiO Casino,

Further to the recent communication regarding the offer, I would also like to request the full transaction history for the player (since March 12). This will help us understand the origin of the €400 amount that has been proposed on your end.

Please send the relevant documentation or evidence to my email address at jakub.m@casino.guru.

Thank you for your cooperation and assistance.

Dear Kubo,

We have requested the transaction history of the player from the relevant department.

Once we have it, we will forward it to you immediately.

Best regards,

PlayiO Casino Team

Dear Jakub,

I have emailed the transaction history of the player.

If you need something more, please let us know.

Best regards,

PlayiO Casino Team

Please forward it to me so I can check it.

Bitte an mich weiterleiten damit ich es abgleichen kann.

Dear felixkammerer,

We have forwarded you the transaction history as requested.

Please let us know if you want to proceed with our offer.

Best regards,

PlayiO Casino Team

Okay, so I will accept the offer.

Ok, so werde ich das Angebot akzeptieren.

Dear felixkammerer,

We have initiated the process.

When the transaction is done, we will let you know.

Best regards,

PlayiO Casino Team

Dear felixkammerer,

I am happy to confirm that your transaction has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to your bank's standards.

Best regards,

PlayiO Casino Team

Dear PlayiO Casino,

Thank you for the update.

Dear felixkammerer,

Kindly let me know once you have received your refund.

Dear felixkammerer,

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,
Kubo
Casino.Guru