Playio Casino - プレイヤーのアカウントは閉鎖リクエスト後に再開されます。

Dear Casino Guru Team,

I asked the Play.io casino on January 3rd, 2025 to close my account permanently because I am addicted to gambling. I also stated this in my email in which I asked for closure. Now the account has been reopened and I was lured with free spins, which led to me depositing and losing money. I cannot name the exact amount because I cannot access the deposit history. I am asking you to help me close the account permanently and get my losses refunded. Thank you very much!

Liebes Casino Guru Team,

ich habe das Casino Play.io am 03.01.2025 gebeten, mein Konto dauerhaft zu schließen, da ich spielsüchtig bin. Das habe ich auch in meiner email angegeben, in der ich um Schließung bat. Nun wurde das Konto wieder eröffnet und ich wurde mit freispielen gelockt, was dazu geführt hat, dass Geld eingezahlt und verloren habe. Den genauen Betrag kann ich nicht benennen, da ich die Einzahlungshistorie nicht aufrufen kann. Ich bitte Euch mir zu helfen, dass Konto wieder dauerhaft zu schließen und meine Verluste zurück erstattet zu bekommen. Vielen Dank!

Dear zeninosilla,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Did you receive any confirmation from the casino that your account was closed?

How did you find out that the account was reopened?

Thank you very much in advance.

Best regards,

Dominika

Dear Dominika,

I forwarded the communication to you via email.

Best regards

Liebe Dominika,

ich die Kommunikation an Sie per email weitergeitet.

viele Grüße

Dear zeninosilla, could you please provide a screenshot of your casino account where your registered email address is visible?

Please do not publish this screenshot. Thank you!

bitte veröffentlichen Sie diesen Screenshot nicht. Danke!