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Complaint about Playio Casino

I would like to file an official complaint against Playio Casino.

I have repeatedly asked support to close my player account. Despite my explicit request, this has not been done to this day. Instead, my account remains open, which I consider completely unacceptable.

Furthermore, withdrawals are displayed as "processing" or "under review" for several days without any timely processing or comprehensible explanation. Communication with support is inadequate and does not help in resolving the problems.

I was also assigned a VIP manager. Unfortunately, he doesn't address my concerns at all or respond appropriately to my requests.

Due to the failure to close my account and the inadequate customer service, I lost several thousand euros. I have therefore decided to explore legal options and will attempt to recover both my losses and all deposits made to the casino through legal channels.

I find the customer service incompetent and feel inadequately protected by the casino. I hope Casino Guru will review the case and help reach a fair solution.

Thank you.

Beschwerde über Playio Casino

Ich möchte eine offizielle Beschwerde gegen Playio Casino einreichen.

Ich habe den Support mehrfach darum gebeten, mein Spielerkonto zu schließen. Trotz meiner ausdrücklichen Aufforderung wurde dies bis heute nicht umgesetzt. Stattdessen bleibt mein Konto weiterhin geöffnet, was ich für absolut inakzeptabel halte.

Zusätzlich werden Auszahlungen über mehrere Tage hinweg lediglich als "in Bearbeitung" oder "in Prüfung" angezeigt, ohne dass eine zeitnahe Bearbeitung erfolgt oder eine nachvollziehbare Erklärung gegeben wird. Die Kommunikation mit dem Support ist unzureichend und hilft bei der Lösung der Probleme nicht weiter.

Ein VIP-Manager wurde mir ebenfalls zugewiesen. Leider kümmert sich dieser überhaupt nicht um meine Anliegen oder reagiert nicht angemessen auf meine Anfragen.

Durch die fehlende Kontoschließung und die mangelhafte Betreuung habe ich mehrere Tausend Euro verloren. Ich habe daher beschlossen, rechtliche Schritte zu prüfen und werde versuchen, sowohl meine Verluste als auch sämtliche Einzahlungen an das Casino auf dem Rechtsweg zurückzufordern.

Ich empfinde den Kundenservice als nicht kompetent und sehe mich vom Casino nicht ausreichend geschützt. Ich hoffe, dass Casino Guru den Fall prüft und dabei hilft, eine faire Lösung zu erreichen.

Vielen Dank.

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Dear BoRiii1337;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

What does the 1000€ represent in your case?

Thank you in advance for your cooperation.

Best regards,

Tomas

Dear BoRiii1337,

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,
Tomas
Casino.Guru