PlayiO Casino - A conta do jogador foi encerrada devido ao vício em jogos de azar.

Hello,

I contacted PLAYIO support on May 5, 2025, regarding the closure of my account due to gambling addiction. I received written confirmation from the casino on the same day. I also unsubscribed from promotional emails and SMS messages. To this day, I continue to receive advertising from the

above-mentioned casino.

I've been able to deposit €1,950 to date! The casino advertises responsible gaming, but doesn't adhere to its standards. I also sent the casino an email at the same time, stating that they must refund the money within 14 days.

Best regards

Hallo,

mich habe mich am 05.05.2025 an den Support von PLAYIO gewendet, bezüglich der Schließung meines Konto aufgrund von spielsucht. Am gleichen Tag erhielt ich die schriftliche Bestätigung seitens des Casinos. Auch habe ich mich von werbe Mails und SMS abgemeldet. Bis heute erhalte ich weiterhin Werbung von dem

oben genannten Casino.

Ich konnte bis heute 1950€ weiterhin einzahlen! Das Casino wirbt mit verantwortungsvollen Spielen, aber halten die Standards nicht ein. Ich habe dem Casino auch parallel eine E-Mail geschickt, dass diese mir innerhalb von 14 Tagen das Geld innerhalb von 14 Tagen zurückerstatten müssen.

Liebe Grüße

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the response you received from the casino after your initial account closure request, along with any further communication you had? My email address is veronika.f@casino.guru.

Has your account been closed in May, as you requested?

When was the last time you deposited money into this casino?

Is your account currently closed, or are you able to access it?

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

Best regards

Veronika

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Thank you for your patience, and stay safe.

Hello Veronika, I have forwarded the email traffic to your email address.

I was notified on May 5, 2025, that my account had been closed. However, this turned out to be false. My account is still active today!

On July 11, 2025, I deposited a total of €1,950. This shouldn't have happened. I requested account closure, citing gambling addiction. This request was not honored.

The casino also advertises responsible gaming. Unfortunately, I don't see any of that. I also asked not to receive any more emails or text messages. This was also ignored.

If the casino doesn't refund my money, I'll be forced to take legal action. But I hope we can resolve this in a calm and relaxed manner.

Thank you in advance for your help.

Best regards

Hallo Veronika, ich habe dir den E-Mail Verkehr an deine E-Mail-Adresse weitergeleitet.

Mir wurde am 05.05.2025 mitgeteilt, dass mein Konto geschlossen wurde. Dies stellte sich aber als falsch heraus. Mein Konto ist bis heute noch aktiv!

Am 11.07.2025 habe ich insgesamt 1950€ eingezahlt. Dies hätte nicht passieren dürfen. Ich habe die Kontoschliessung mit dem Grund Spielsucht beantragt. Diese wurde nicht nachgekommen.

Auch wirbt das Casino mit Verantwortungsbewussten Spielen. Davon sehe ich leider nichts. Auch habe ich darum gebeten, keine E-Mails oder SmS mehr zu erhalten. Dies wurde auch nicht eingehalten.

Sollte das Casino mir das Geld nicht zurück erstatten sehe ich mich gezwungen rechtliche Schritte einzuleiten. Aber ich hoffe wir können es auf eine ruhige und entspannte Art und Weise lösen.

Ich danke dir jetzt schon mal für die Hilfe.

Liebe Grüße

I just received an email from Playio support. My account has now been closed. I have forwarded this email to you.

ich habe soeben eine E-Mail vom Support von Playio erhalten. Mein Konto wurde jetzt geschlossen. Diese E-Mail habe ich dir auch weitergeleitet.

Thank you for your emails.

I'm glad to hear that the casino has now closed your account, although it should not have been reopened in the first place. Have you received any updates from the casino regarding the refund of your lost deposits?

The casino is offering me €950. That's €1,000 less. I insist on the full amount. I'm putting you in CC again. In the worst case scenario, I hope for your help; otherwise, I'll have to seek legal advice.

Best regards 🙂

Das Casino bietet mir 950€ an. Das sind 1000€ weniger. Ich bestehe auf den vollen Betrag. Ich setze dich erneut in CC. Im schlimmsten Fall hoffe ich auf eure Hilfe ansonsten muss ich mir rechtliche Hilfe nehmen.

Liebe Grüße 🙂

The casino responded to my rejection of the €975.

The casino is now offering me €1200 and it would be their last offer.

What should I do? I forwarded the email to you and haven't received a response yet. Am I entitled to claim the €1,950? The casino confirmed the closure to me, but they didn't comply. I'm asking for help.

Das Casino hat auf meine Ablehnung der 975€ reagiert.

Das Casino bietet mir jetzt 1200€ an und es wäre ihr letztes Angebot.

was soll ich tun? Ich habe die E-Mail dir weitergeleitet und den noch nicht geantwortet. Bin ich im Recht die 1950€ einzufordern? Das Casino hatte mir die Schliessung bestätigt und sind dieser nicht nachgekommen. Ich bitte um Hilfe.

I declined the €1,200 offer. I continue to demand a full refund of my entire €1,950 deposit, as my account was closed by the casino at my request due to my gambling addiction, and the closure was explicitly confirmed to me. The casino was therefore obligated to exclude me from further gaming and not accept deposits.

The fact that I was able to access my account again and deposit money despite the confirmed ban represents a clear violation of statutory and contractual obligations. I would like to point out that the German State Treaty on Gambling and current case law provide for a full refund in such cases, as the provider is not permitted to profit from an unlawful breach of contract.

For this reason, I declined the €1,200. I've put you back in CC.

Ich habe das Angebot in Höhe von 1200€ abgelehnt. Ich fordere weiterhin die volle Rückerstattung meiner kompletten Einzahlung von 1950€, da mein Konto aufgrund meiner Spielsucht auf meinen Antrag hin vom Casino geschlossen wurde und mir die Schließung ausdrücklich bestätigt wurde. Das Casino war daher verpflichtet, mich vom weiteren Spielbetrieb auszuschließen und Einzahlungen nicht zu akzeptieren.

Dass ich trotz bestätigter Sperre erneut Zugriff auf mein Konto hatte und Geld einzahlen konnte, stellt einen klaren Verstoß gegen die gesetzlichen und vertraglichen Schutzpflichten dar. Ich weise darauf hin, dass der Glücksspielstaatsvertrag in Deutschland sowie die aktuelle Rechtsprechung in solchen Fällen eine vollständige Rückerstattung vorsehen, da der Anbieter nicht von einem rechtswidrigen Vertragsverstoß profitieren darf.

aus diesem Grund habe ich die 1200€ abgelehnt. Ich hab dich wieder in CC gesetzt.

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, are there any new findings?

hallo, gibt es neue Erkenntnisse?

Dear wpcsgyv5zq,

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 why the player’s account remained active until July 14, despite his explicit self-exclusion requests due to a gambling problem - and even after your confirmation on May 5 that the account had already been closed?

Additionally, I would appreciate clarification regarding the compensation offered to the player. Are the player's claims about the deposited amount accurate?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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

Dear wpcsgyv5zq,

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,

Kubo