Playoro Casino - プレイヤーのアカウントの閉鎖はカジノによって延期されました。

Playoro doesn't close account despite multiple requests.

PLAYER PROTECTION NON-EXISTENT

Beware of Playoro. I registered an account on Friday and wanted to close it after the slot machines paid out winnings significantly poorly. Playoro ignored my first request entirely. It wasn't until Sunday that I received an email asking for a reason for my closure request. I responded stating that Playoro should simply close my account, no reason necessary. On Monday, I received yet another message asking me to justify why I wanted the account closed.

I replied again, requesting that they simply close my account. This time, I received an email from the VIP service stating I needed to provide a reason, and that my account couldn't be closed without a phone call to the VIP service. They also mentioned that I might not be aware of all the services on their website.

Such poor player protection is rarely seen. Just this line from their email is brutal:

"Please continue playing and do not leave our casino platform so quickly; it would be a loss for you, believe us."

Playoro sperrt Konto nach mehrmaliger Aufforderung nicht.

SPIELERSCHUTZ  NICHT VORHANDEN

Achtung vor playoro. Ich habe am Freitag ein Konto registriert und wollte es - nachdem die Automaten überdurchschnittlich schlecht Gewinne ausbezahlt haben - das Konto wieder sperren. Die erste bitte ignorierte playoro einfach, erst am Sonntag erhielt ich eine Mail, dass ich doch bitte eine Begründung angeben soll - ich antwortete dass playoro einfach mein Konto schließen soll, ich benötige keine Begründung. Daraufhin erhielt ich am Montag erst wieder eine Nachricht ich solle doch bitte begründen, wieso ich eine Sperre haben möchte. 

Ich habe danach erneut geantwortet dass sie bitte einfach mein Konto sperren sollen, woraufhin ich eine Mail vom vip-Service erhalten habe, ich solle doch bitte einen Grund nennen, mein Konto nicht so einfach geschlossen werden kann ohne einem Telefonat mit dem vip-Service und ich kenne ja noch gar nicht alle Services auf der Webseite.

Also einen derart schlechten spielerschutz sieht man selten, allein schon dieser Satz aus der Mail ist doch brutal:

„Spielen Sie bitte weiter und verlassen Sie nicht so schnell unsere Casino Plattform, das wäre eine Verlust für Sie sein, glauben Sie uns bitte."

Dear mtm119, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. I must warn you that if you did not mention gambling addiction as the reason for your account closure, we are unable to assist you.

Thank you very much in advance. 

Best regards, 

Veronika

I forwarded the email this morning, my account is still open and Playoro just ignores my emails - you still have a high security index

Ich habe bereits heute früh die Mail weitergeleitet, mein Konto ist weiterhin geöffnet und Playoro ignoriert einfach meine Mails - bei euch haben sie immer noch einen hohen Sicherheitsindex

You still have not explained why you wish to close your account. Please state the reason so that we can continue with the investigation.

Hello Veronika - maybe you should read my email again before you accuse me of things. The email clearly states "due to gambling addiction" - maybe you should read it again and then reply here?

Hallo Veronika - vielleicht solltest du meine Mail nochmals lesen, bevor du mir Dinge unterstellst. In der Mail steht klar drinnen „aufgrund von Spielsucht" - vielleicht solltest du nochmals lesen und dann hier antworten?

I apologize, now I can see that on July 10 you requested self-exclusion due to gambling addiction.

Have you received any response from the casino yet? Has your account been blocked?

No, the account is still open and Playoro sends advertising emails

Nein, das Konto ist nach wie vor geöffnet und Playoro sendet werbemails

Thank you very much, mtm119, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello mtm119,

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 Playoro Casino,

Could you possibly provide additional information regarding the unsuccessful self-exclusion attempts and clarify the situation?

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear mtm119,

I am trying to get in touch with the casino internally, outside of this thread. I will let you know when I have any updates.

Dear Mtm119,

We hope you're well.

Mtm119, please note that we have not received any messages from you on July 10th. The reason why we request information about the reason for the account closure is to make sure players who may be struggling with gambling addiction are treated with due care, and also to collect vital feedback regarding our services from the players who no longer wish to play with us.

Now that we are aware that the reason why you wanted to close your account is gambling issues, we can confirm that your account has been closed.

We remain available for any further inquiries, and wish you both a lovely day and weekend ahead.

Kind regards,

PlayOro

After 4 weeks, a complaint and contact from Casinoguru, the casino responds, wow.

To all players: keep your hands off this dubious site.

nach 4 Wochen, einer Beschwerde und einer Kontaktaufnahme durch Casinoguru reagiert das Casino, wow.

An alle Spieler: Finger weg von dieser unseriösen Seite.

Dear mtm119,

Were there any more requests from you to close the account due to a gambling addiction or was the email from the 10th of July the only mention of gambling addiction that you have sent to the casino?

Dear mtm119,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.