PlayiO Casino - Se deniega la solicitud de retirada del jugador.

Ladies and Gentlemen

On April 19, 2025, I relapsed into my gambling addiction. From that point on, I deposited approximately €8,000 over several months with the provider Playio, primarily placing sports bets. In the end, I lost everything. I requested a refund from their support team, as they were aware of my gambling addiction and I later learned that Playio is an illegal provider. My request was denied. Can you help me with this?

Sehr geehrte Damen und Herren,

am 19.04.25 hatte ich einen Rückfall meiner Spielsucht. Ab diesem Zeitpunkt zahlte ich über Monate ungefähr 8000€ bei dem Anbieter playio ein und spielte überwiegend Sportwetten. Am Ende habe ich alles verloren, ich bat den Support um Rückerstattung da sie wussten dass ich spielsüchtig bin und da im im späteren Verlauf erfahren habe, dass es sich um einen illegalen Anbieter handelt. Alles wurde abgelehnt. Können Sie mir dabei weiterhelfen?

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Dear aarongrimm8671xxx,

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

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.

Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Dear aarongrimm8671,

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,
Petra
Casino.Guru