PlayiO Casino - La cuenta del jugador se ha reabierto tras su autoexclusión.

On June 4th, I wrote to the casino, stating, "As I fear I am becoming addicted to gambling, I would like to request that you block my account and refrain from contacting me further." On June 8th, the casino confirmed the account blocking. On August 22nd, I received an email stating that a €50 bonus had been credited to my account. I was able to log in and play again. Unfortunately, I then started gambling again and deposited my own money. I would like that money back.

Am 4.6. habe ich dem Casino geschrieben, "da ich befürchte spielsüchtig zu werden, möchte ich sie hiermit bitten, mein Konto zu sperren und mich nicht mehr zu kontaktieren. " Am 8.6. wurde die Sperrung des Kontos vom Casino bestätigt. Am 22.8. bekam ich eine Mail, dass ein Bonus von 50 Euro meinem Konto gutgeschrieben wurde. Ich konnte mich wieder einloggen und spielen. Dann habe ich leider wieder gespielt und auch wieder eigenes Geld eingezahlt. Das Geld möchte ich wieder zurück haben.

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Dear jetsiadax,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Self-exclusion request: You can contact the Support Service Team via e-mail at support@playio.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

For questions or problems related to gambling, you need to contact one of the organizations listed below."

To better understand your case, could you please clarify a few points?

• Could you please clarify whether you logged in to the same casino account that you had previously requested to be self-excluded from, using the same login credentials and personal information?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

I hereby confirm that I logged into the same casino account with the same login details and personal information from which I previously attempted to exclude myself. I will send the email shortly.

Thank you

jetsiadax

Liebe Karla,

hiermit bestätige ich, dass ich mich mit denselben Anmeldedaten und persönlichen Informationen in dasselbe Casino-Konto eingeloggt haben, von dem ich mich zuvor selbst ausschließen lassen wollte. Die e-mail sende ich gleich,

vielen Dank

jetsiadax

Dear jetsiadax,

Thank you very much for your clarification.

I noticed that your self-exclusion request appears to have been sent to the casino’s VIP email address. Could you please clarify whether you also attempted to contact the casino through the support email address mentioned in their Responsible Gambling Policy, support@playio.com, and requested self-exclusion there?

Casinos may receive a large volume of emails, and it is possible that a self-exclusion request sent to a different department or email address may not be processed correctly or may be overlooked. Therefore, I would like to establish whether the request was also submitted through the casino’s designated support channel.

If you contacted support@playio.com as well, please forward this communication to me at karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

Hello,

Yes, I had support@playio.com I contacted them and also received confirmation of receipt of the email; I have just forwarded both to you.

Best regards

jetsiadax

Hallo,

Ja, ich hatte support@playio.com kontaktiert und auch eine Empfangsbestätigung der Email bekommen, Beides habe ich gerade an Sie weitergeleitet.

Mit freundlichen Grüßen

jetsiadax

Dear jetsiadax,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor, (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear jetsiadax,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the PlayiO Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a PlayiO Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

Dear All,

We are currently attempting to locate the player's account, however, we are unable to find any registered account associated with the email address on file.

To help us resolve this and proceed, could we please ask the player to provide the exact email address used during their initial account registration?

Once we have this information, we will re-run the search immediately.

Best regards,

PlayiO Casino Team

Dear jetsiadax,

The casino is asking you to provide the email address associated with your casino account, as they are unable to locate any account linked to the email address you entered.

You can post it in this conversation. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

I will continue to receive promotional emails from Playio at this email address.

ich bekomme auch weiterhin Werbemail von Playio an diese Email Adresse

Dear PlayiO Casino,

Could you please check the player’s email address once again?

If you are indeed unable to find any account associated with this email address, could you please provide me with evidence of this?

Thank you in advance for your cooperation.

Dear All,

Following a thorough review of the affected player account, we have confirmed the issue and approved the requested refund.

The refund transaction will be processed today. Please note that depending on your financial institution, it may take 3 to 5 business days for the funds to reflect in the account.

Thank you for your patience and understanding while we resolved this matter.

Best regards,

PlayiO Casino Team

Dear jetsiadax,

According to the casino, the refund was fully processed on their side.

Please let us know whether this information is correct.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello, the casino has refunded the amount, the matter is closed. Thank you so much for your help!

Hallo, das Casino hat den Betrag erstattet, der Fall ist erledigt. Vielen herzlichen Dank für Ihre Hilfe!

Dear All,

We would like to inform you that a refund of 242EUR was offered, accepted and processed from our side to the customer.

With this, we consider this case a resolved from our side.

Best regards,

Playio.com

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jetsiadax,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor