PlayiO Casino - O pedido de encerramento da conta do jogador não foi executado.

Casino: Playio (also accessible via the mirror domain playio-6733.com)

Account Email: Cristina.baritussio@yahoo.it

Disputed amount: €3,330.00

Problem type: Self-exclusion request not executed

WHAT HAPPENED

On August 31, 2026, I sent Playio support a written request for permanent self-exclusion from the site and all related domains, clearly stating that the request was motivated by a gambling problem. I requested immediate and permanent closure of my account, a ban on opening new accounts in my name, and written confirmation of the exclusion.

Support responded, asking me to confirm that this was indeed what I wanted. I confirmed immediately. Nothing happened: the account remained open.

I contacted the site again via Live Chat on [DATE OF CHAT]. Again, no action was taken, and the account remained active.

On September 12, 2026, I sent a second written self-exclusion request. This too was ignored. That same day, the casino credited five more of my deposits, totaling €950, the last one at 11:41:54 PM.

Between September 8 and 12, 2026, the casino credited 18 of my deposits totaling €3,330, while my self-exclusion request was pending and unanswered. The system also processed seven additional deposit attempts that were rejected by the card issuer, several of which were retried within minutes of the rejection, during the night.

DEPOSITS CREDITED (transaction ID from my account history)

1087918135 – 08/09/2026 22:00:10 – 230.00 EUR

1087933813 – 08/09/2026 22:19:58 – 230.00 EUR

1088687335 – 09/09/2026 22:03:47 – 140.00 EUR

1088706274 – 09/09/2026 22:26:43 – 70,00 EUR

1088724826 – 09/09/2026 22:48:50 – 210.00 EUR

1088777545 – 09/09/2026 23:57:14 – 210.00 EUR

1088801959 – 10/09/2026 00:35:43 – 210.00 EUR

1088820802 – 10/09/2026 01:10:16 – 160,00 EUR

1088827510 – 10/09/2026 01:23:44 – 200.00 EUR

1089516874 – 10/09/2026 21:45:19 – 190.00 EUR

1089619102 – 10/09/2026 23:40:10 – 190.00 EUR

1089640831 – 11/09/2026 00:09:09 – 190.00 EUR

1090447609 – 11/09/2026 22:22:51 – 150.00 EUR

1091231218 – 12/09/2026 21:29:02 – 190.00 EUR

1091262400 – 12/09/2026 22:11:34 – 190.00 EUR

1091285851 – 12/09/2026 22:42:34 – 200.00 EUR

1091297854 – 12/09/2026 22:59:15 – 170.00 EUR

1091327674 – 12/09/2026 23:41:54 – 200.00 EUR

REJECTED ATTEMPTS, BUT PROCESSED BY THE CASINO

1088775706 – 09/09/2026 23:54:35 – 240.00 EUR

1089515254 – 10/09/2026 21:43:29 – 160.00 EUR

1089620470 – 10/09/2026 23:41:43 – 190.00 EUR

1091056666 – 12/09/2026 17:16:37 – 100.00 EUR

1091284132 – 12/09/2026 22:40:28 – 220.00 EUR

1091295772 – 12/09/2026 22:56:21 – 180.00 EUR

10/09/2026 – 130,00 EUR

ADDITIONAL REMARK

My bank statements show that these deposits were charged under generic, non-gaming merchant names (e.g., TCP*MIXFIND.COM Dublin, NXT_GAM London, GTWLLZ Vilnius, PRMTRNS London, RTX*CREDITS, TRASKI) in different jurisdictions. I am addressing this separately with my banks.

I live in Italy. In the meantime, I blocked my cards and credit line, and on September 14, 2026, I sent the casino a formal formal notice requesting account closure, a refund, and access to my data pursuant to Articles 15, 17, and 21 of the GDPR. I have not received a response.

WHAT I ASK FOR

1. The permanent and irreversible closure of my account, blocking any new registrations made using my data.

2. The refund of the €3,330 deposited after my self-exclusion request on August 31, 2026.

3. A full copy of my account information, including all emails and Live Chat transcripts with support.

DOCUMENTATION I CAN PROVIDE

- Email dated August 31, 2026 with the request for permanent self-exclusion and the casino's response asking me to confirm

- My written confirmation

- Second request for self-exclusion dated September 12, 2026

- Live Chat Transcripts

- Screenshot of transaction history with all IDs, amounts and times

- Bank statements with corresponding card charges

- Copy of the formal notice sent to the casino on September 14, 2026

Casinò: Playio (accessibile anche tramite il dominio mirror playio-6733.com)

Email dell'account: Cristina.baritussio@yahoo.it

Importo contestato: euro 3.330,00

Tipo di problema: richiesta di autoesclusione non eseguita

COSA È SUCCESSO

Il 31 agosto 2026 ho inviato all'assistenza di Playio una richiesta scritta di autoesclusione permanente dal sito e da tutti i domini collegati, indicando chiaramente che la richiesta era motivata da un problema di gioco d'azzardo. Ho chiesto la chiusura immediata e definitiva dell'account, il blocco dell'apertura di nuovi conti a mio nome e la conferma scritta dell'esclusione.

L'assistenza mi ha risposto chiedendomi di confermare che fosse davvero quello che volevo. Ho confermato subito. Non è successo nulla: l'account è rimasto aperto.

Ho sollecitato di nuovo tramite la Live Chat del sito in data [DATE DELLE CHAT]. Anche in quel caso non è stato adottato alcun provvedimento e l'account è rimasto attivo.

Il 12 settembre 2026 ho inviato una seconda richiesta scritta di autoesclusione. Anche questa è stata ignorata. Lo stesso giorno il casinò ha accreditato altri cinque miei depositi, per complessivi 950 euro, l'ultimo alle 23:41:54.

Tra l'8 e il 12 settembre 2026 il casinò ha accreditato 18 miei depositi per un totale di 3.330 euro, mentre la mia richiesta di autoesclusione era pendente e senza risposta. Il sistema ha inoltre processato altri sette tentativi di deposito rifiutati dall'emittente della carta, diversi dei quali ritentati a pochi minuti di distanza dal rifiuto, in orario notturno.

DEPOSITI ACCREDITATI (ID transazione dallo storico del mio conto)

1087918135 – 08/09/2026 22:00:10 – 230,00 EUR

1087933813 – 08/09/2026 22:19:58 – 230,00 EUR

1088687335 – 09/09/2026 22:03:47 – 140,00 EUR

1088706274 – 09/09/2026 22:26:43 – 70,00 EUR

1088724826 – 09/09/2026 22:48:50 – 210,00 EUR

1088777545 – 09/09/2026 23:57:14 – 210,00 EUR

1088801959 – 10/09/2026 00:35:43 – 210,00 EUR

1088820802 – 10/09/2026 01:10:16 – 160,00 EUR

1088827510 – 10/09/2026 01:23:44 – 200,00 EUR

1089516874 – 10/09/2026 21:45:19 – 190,00 EUR

1089619102 – 10/09/2026 23:40:10 – 190,00 EUR

1089640831 – 11/09/2026 00:09:09 – 190,00 EUR

1090447609 – 11/09/2026 22:22:51 – 150,00 EUR

1091231218 – 12/09/2026 21:29:02 – 190,00 EUR

1091262400 – 12/09/2026 22:11:34 – 190,00 EUR

1091285851 – 12/09/2026 22:42:34 – 200,00 EUR

1091297854 – 12/09/2026 22:59:15 – 170,00 EUR

1091327674 – 12/09/2026 23:41:54 – 200,00 EUR

TENTATIVI RIFIUTATI COMUNQUE PROCESSATI DAL CASINÒ

1088775706 – 09/09/2026 23:54:35 – 240,00 EUR

1089515254 – 10/09/2026 21:43:29 – 160,00 EUR

1089620470 – 10/09/2026 23:41:43 – 190,00 EUR

1091056666 – 12/09/2026 17:16:37 – 100,00 EUR

1091284132 – 12/09/2026 22:40:28 – 220,00 EUR

1091295772 – 12/09/2026 22:56:21 – 180,00 EUR

10/09/2026 – 130,00 EUR

OSSERVAZIONE AGGIUNTIVA

Dai miei estratti conto risulta che questi depositi sono stati addebitati con denominazioni esercente generiche e non riferibili al gioco (ad esempio TCP*MIXFIND.COM Dublin, NXT_GAM London, GTWLLZ Vilnius, PRMTRNS London, RTX*CREDITS, TRASKI), in giurisdizioni diverse tra loro. Sto affrontando separatamente questo aspetto con le mie banche.

Risiedo in Italia. Nel frattempo ho bloccato le carte e la linea di credito e il 14 settembre 2026 ho inviato al casinò una diffida formale chiedendo la chiusura dell'account, il rimborso e l'accesso ai miei dati ai sensi degli artt. 15, 17 e 21 GDPR. Non ho ricevuto alcuna risposta nel merito.

COSA CHIEDO

1. La chiusura permanente e irreversibile del mio account, con blocco di qualsiasi nuova registrazione effettuata con i miei dati.

2. Il rimborso dei 3.330 euro depositati dopo la mia richiesta di autoesclusione del 31 agosto 2026.

3. Copia integrale dei dati del mio account, comprese tutte le email e le trascrizioni delle Live Chat con l'assistenza.

DOCUMENTAZIONE CHE POSSO FORNIRE

- Email del 31 agosto 2026 con la richiesta di autoesclusione permanente e la risposta del casinò che mi chiede conferma

- La mia conferma scritta

- Seconda richiesta di autoesclusione del 12 settembre 2026

- Trascrizioni delle Live Chat

- Screenshot dello storico transazioni con tutti gli ID, gli importi e gli orari

- Estratti conto bancari con i corrispondenti addebiti su carta

- Copia della diffida inviata al casinò il 14 settembre 2026

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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 original emails regarding your self-exclusion request from August 31, including the casino's response asking you to confirm your decision and your subsequent confirmation? If possible, please send them in their original .eml or .msg format to veronika.f@casino.guru.
• Please also forward me your self-exclusion request from September 12 and the Live Chat transcript in which you contacted the casino regarding the closure of your account.
• Is your casino account currently still open and accessible, or has it been closed or otherwise restricted in the meantime?

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

Best regards

Veronika

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

Dear CristinaB,

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,

Veronika