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Hello,

I currently have several open complaints against casinos of the same operator because my accounts on several casino websites were reopened without my intervention after I had already self-excluded them. This was also the case on Play.io, where I had my account closed in December 2024, but it was automatically reopened towards the end of January.

I have already asked several times for my account to be closed again after it was reopened, but so far there has been no response from the casino. My account remains open and I can continue to make deposits. I already made the operators aware of my gambling problem when I originally requested self-exclusion, but unfortunately Play.io support has not responded to any of my emails. I wrote the first email after the reopening on February 24, 2025, but since then I have not received any response from the casino.

Something like this should never happen, especially if those responsible know about an existing gambling addiction.

Thank you very much in advance!

Best regards

Hallo,

ich habe aktuell mehrere offene Beschwerden gegen Casinos desselben Betreibers, da meine Konten auf etlichen Casino-Websites nach einem bereits erfolgten Selbstausschluss ohne mein Zutun wiedereröffnet wurden. So auch auf Play.io, dort habe ich mein Konto bereits im Dezember 2024 schließen lassen, es wurde jedoch gegen Ende Januar automatisch wiedereröffnet.

Ich habe nach der Wiedereröffnung bereits mehrfach um eine erneute Schließung meines Kontos gebeten, doch bisher kam keine Reaktion seitens des Casinos. Mein Konto bleibt geöffnet und ich kann weiterhin Einzahlungen vornehmen. Bereits bei der ursprünglichen Anfrage auf einen Selbstausschluss habe ich die Betreiber auf mein Glücksspielproblem aufmerksam gemacht, doch leider reagiert der Support von Play.io auf keine meiner Mails. Die erste Mail nach der Wiedereröffnung habe ich bereits am 24.02.2025 geschrieben, doch seitdem habe ich keinerlei Rückmeldung des Casinos erhalten.

So etwas sollte keinesfalls passieren, insbesondere wenn die Verantwortlichen von einer vorliegenden Spielsucht wissen.

Ich danke vielmals im Voraus!

Liebe Grüße

Dear lolseinsohn,

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

Self-exclusion request: you can contact Support Service Team via e-mail: support@playio.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hello Kristina,

Thank you very much for your help again!

I will forward you all emails between me and Playio.

Best regards!

Hallo Kristina,

vielen Dank für deine erneute Hilfe!

Ich leite dir alle Mails zwischen mir und Playio weiter.

Liebe Grüße!

Thank you for your reply, lolseinsohn. Do I understand correctly that you still have access to your casino account? Could you please clarify the dispute value (€100)? Is this the amount you deposited after your account was reopened?

Hello Kristina,

Playio has since closed my account, but only after repeated requests. I deposited exactly 100 euros after my account was reopened on the site, and I specifically double-checked this before the account was permanently deactivated.

Many thanks and best regards!

Hallo Kristina,

mittlerweile hat Playio das Konto geschlossen, jedoch erst nach mehrmaliger Aufforderung. Ich habe exakt 100 Euro eingezahlt, nachdem mein Account auf der Seite wiedereröffnet wurde, ich habe dies extra noch einmal geprüft, bevor das Konto endgültig deaktiviert wurde.

Vielen Dank und liebe Grüße!

Thank you very much, lolseinsohn, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello lolseinsohn,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully, Michal

Dear lolseinsohn,

We would like to kindly apologize for the delay.

We would like to inform you that we endeavour to complete the verification of your request as soon as possible.

Thank you for your cooperation.

Kind Regards,

Playio Casino Team

Dear Playio team,

Thank you for your answer and your help in solving the problem!

Best regards

Liebes Playio-Team,

danke für Ihre Antwort und Ihre Mithilfe bei der Lösung!

Liebe Grüße

Dear Playio Casino Team,

Thank you for the update. We will be waiting to hear from you.

Dear lolseinsohn,

We are pleased to inform you that you've been successfully refunded on 04.04.2025.

Kind Regards,

Playio Casino Team

Dear Playio Casino,

Thank you for the update.

Dear lolseinsohn,

Can you confirm that you have received your refund?

Dear Michal, dear Playio team,

Thank you for your help, the refund was successful! The complaint can therefore be closed, thank you again!

Best regards

Lieber Michal, liebes Playio-Team,

danke für die Hilfe, die Rückerstattung ist erfolgreich gewesen! Die Beschwerde kann demnach geschlossen werden, nochmals vielen Dank!

Liebe Grüße

Dear lolseinsohn,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru