The player from Germany had requested account closure due to a gambling addiction, but his account remained active, allowing him to log in and deposit €200. He sought the casino to block his account and refund his recent deposits. The casino ultimately refunded the €200, and the account was then blocked. The issue was resolved to the player's satisfaction, and the complaint was marked as resolved in the system.
PlayiO Casino - Player's account remains unblocked despite request.
Amount: €200
PlayiO Casino
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7.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Good day,
Unfortunately, I have a gambling addiction and had my account at Casino Playio blocked via email on April 30, 2025. Unfortunately, my account hasn't been blocked yet, so I was able to log in today, deposit, and gamble €200.
I ask the casino to block my account and refund my €200 deposits that were made after my email.
Best regards
Marcel R***
Edited by a Casino Guru admin
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 months ago
Dear Raabi2711,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], 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 (not as screenshots)? My email address is [email protected]. Have you tried contacting the casino regarding his issue again since your initial request?
Thank you very much in advance.
Best regards,
Kristina
Public
Public
2 months ago
Translation
Good day ,
I received the email exactly at this address ( [email protected] ) and clearly pointed out my gambling addiction.
I have forwarded the email to you.
Best regards
Marcel R***
Edited by a Casino Guru admin
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Thank you for your reply, Raabi2711. Do I understand correctly that you still have access to your casino account?
Public
Public
1 month ago
Translation
Good day,
Yes, as of today I can still access the account.
Automatic translation:
Public
Casino representative
Public
1 month ago
Dear Raabi2711,
I hope this message finds you well.
We truly appreciate your understanding and apologize for any trouble this situation may have caused.
We're currently looking into this matter and will get back to you with a thorough response as soon as we can.
Thank you so much for your patience and support while we work to resolve this issue.
Kind regards,
Playio Casino Team
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1 month ago
Translation
Good day,
Thank you very much. I'm doing well considering the circumstances.
I simply ask you to close my account and the €200 I deposited, which I was able to deposit one week after my request to close it (despite your website's promise that accounts will be closed within 24 hours).
Best regards
Marcel R***
Edited by a Casino Guru admin
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Thank you very much, Raabi2711, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Hello Raabi2711,
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
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Casino representative
Public
1 month ago
Dear Raabi2711,
We would like to ask you to check the response provided by mail.
Thank you in advance.
Kind regards,
Playio Casino Team
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Public
1 month ago
Translation
Thank you for your email and the offer of a refund of the €200.
How do I get the money now? I can't log in right now because I get the message "Account is being verified."
Best regards
Marcel
Automatic translation:
Public
Public
1 month ago
Translation
Good day,
I have received the money, but the account is now blocked. Many thanks to everyone involved.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Raabi2711,
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/www.kpvfaw.com. 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
www.kpvfaw.com
