Playio Casino - Ο λογαριασμός του παίκτη παραμένει ενεργός μετά από αίτημα αυτο-αποκλεισμού.

Five weeks ago, I first requested my self-exclusion due to gambling addiction under "Responsible Gaming." I haven't received a response to this to date.

I contacted them again shortly afterward. I received a response saying that my credit would then expire (a few cents) and that I should confirm this. After confirming, I still received no response, and the account remained active.

A short time later, I received another request to delete my account due to gambling addiction, but again no response.

A few days ago, the live chat promised to delete the account and that my VIP advisor would get in touch. Of course, no response, and the account is still active.

A complaint was submitted to the casino at the email address provided, but of course there was no response.

For this reason, I request a refund of all deposits made within 24 hours of the initial request. According to the website, the account will be deleted within 24 hours of the deletion request.

In total, I'm demanding €3,156. I'm happy to settle the matter out of court; otherwise, I'll take the matter to court.

My lawyer is involved and has all the necessary documents and email records.

Vor 5 Wochen habe ich das erste Mal an die unter ,,Verantwortungsvolles Spielen,, meine Selbstsperre auf Grund von Spielsucht beantragt. Daraufhin bis heute keine Antwort erhalten.

Kurze Zeit später wieder angefragt. Daraufhin Antwort erhalten, dass mein Guthaben dann verfällt (paar Cent) und dass ich das bestätigen soll. Nach Bestätigung wieder keine Antwort und Konto weiterhin aktiv.

Kurze Zeit nochmal die Aufforderung zur Löschung auf Grund von Spielsucht, wieder keine Antwort.

Vom Live Chat wurde vor ein paar Tagen versprochen das Konto zu löschen und dass sich mein VIP Berater meldet. Natürlich wieder keine Antwort und Konto noch aktiv.

Beschwerdeverfahren bei Casino an die angegebene Mail Adresse wurde eingereicht, natürlich keine Antwort.

Ich fordere aus diesem Grund alle Einzahlungen zurück, welche ab der 24h Frist seit der ersten Anforderung getätigt wurden zurück. Laut Website wird das Konto innerhalb 24h nach Aufforderung zur Löschung gelöscht.

In Summe fordere ich somit 3156€. Gerne bin ich zu einem außergerichtlichen Vergleich bereit, ansonsten ziehe ich vor Gericht.

Mein Anwalt ist eingeschaltet und hat alle erforderlichen Unterlagen und Mail Verläufe vorliegen.

Dear benediktmerkel,

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

Good day,

I've just forwarded the emails to the address provided. I was also asked to close the issue three times via chat, and assured that it would be resolved. Unfortunately, I don't have a chat history for this. The department never responded, even though they promised.

Guten Tag,

habe die Mails soeben an die angegebene Adresse weitergeleitet. Zudem wurde 3 mal per Chat um Schließung gebeten und mir versichert, dass es erledigt wird. Dazu habe ich leider kein Chatverlauf. Die Rückmeldung der Fachabteilung kam auch nie obwohl es versprochen wurde.

My account is still active, I get multiple emails every day with offers for bonuses! Absolutely outrageous! And this despite having repeatedly requested deletion due to addiction over the past six weeks!

Account noch immer aktiv, bekomme jeden Tag mehrere Mails mit Angeboten für Bonis.. ! Absolute Frechheit! Und das obwohl mehrfach um Löschung wegen Sucht gebeten habe seit nun 6 Wochen!

Thank you very much, benediktmerkel, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 benediktmerkel, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Playio Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with not adhering to the player's self-exclusion request and clarify the situation? I would also appreciate if the casino can provide us with any and all relevant evidence. Sensitive information can be sent to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.