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PlayIO allowed me to register, deposit and play, even though I had been self-excluded since June 3, 2022 from the SRIJ list, which covers all licensed operators in Portugal. I was first contacted by email on March 3, 2025, asking for the account to be suspended and for €400 to be refunded. However, even after this communication, the casino continued to allow deposits and games before finally suspending my account.

PlayIO failed to implement adequate Responsible Gaming measures by allowing a self-excluded player to deposit and play without any prior verification. This is a fundamental requirement established by international regulations and consumer protection principles.

Although PlayIO's license is from Curaçao, this does not exempt them from complying with global Responsible Gaming guidelines, including:

Identifying and blocking self-excluded players prior to any deposit or wager.

Implementing effective consumer protection measures, ensuring that vulnerable players cannot deposit and lose money.

By ignoring these obligations, PlayIO has violated not only ethical principles, but also internationally recognized player protection regulations. This negligence fully justifies the demand for a refund of the €400, since the deposits should never have been accepted.

Furthermore, the way Casino Guru handled my complaint was unfair. My requests were repeatedly closed without a proper analysis of the facts. PlayIO not only ignored its own Responsible Gaming duties, but also wrongfully withheld my money. I request that my complaint be reopened and reviewed fairly.

PlayIO permitiu que eu me registrasse, depositasse e jogasse, mesmo estando autoexcluído desde 3 de junho de 2022 na lista do SRIJ, que cobre todos os operadores licenciados em Portugal. Meu primeiro contato por e-mail foi em 3 de março de 2025, solicitando a suspensão da conta e o reembolso de 400€. No entanto, mesmo após essa comunicação, o casino continuou a permitir depósitos e jogos antes de finalmente suspender minha conta.

A PlayIO falhou em implementar medidas adequadas de Jogo Responsável, permitindo que um jogador autoexcluído depositasse e jogasse sem qualquer verificação prévia. Este é um requisito fundamental estabelecido por regulamentações internacionais e princípios de proteção ao consumidor.

Embora a licença da PlayIO seja de Curaçao, isso não os isenta do cumprimento de diretrizes globais de Jogo Responsável, incluindo:

Identificação e bloqueio de jogadores autoexcluídos antes de qualquer depósito ou aposta.

Implementação de medidas eficazes de proteção ao consumidor, garantindo que jogadores vulneráveis não possam depositar e perder dinheiro.

Ao ignorar estas obrigações, a PlayIO violou não apenas princípios éticos, mas também regulamentos de proteção ao jogador reconhecidos internacionalmente. Esta negligência justifica plenamente a exigência do reembolso dos 400€, uma vez que os depósitos nunca deveriam ter sido aceites.

Além disso, a forma como o Casino Guru tratou minha reclamação foi injusta. Meus pedidos foram repetidamente fechados sem uma análise adequada dos fatos. A PlayIO não só ignorou seus próprios deveres de Jogo Responsável, como também reteve meu dinheiro indevidamente. Solicito que minha reclamação seja reaberta e analisada de forma justa.

Dear brunomeirinhas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Playio Casino.

Unfortunately, there isn’t written that an exclusion in your country will be effective in all of the online casino. Could you please advise if you have requested a self-exclusion from Playio Casino directly mentioning gambling problems/addiction?

Additionally, if a casino has no license needed in your country of residence, it is the player's responsibility to check it before registering and is not eligible for any kind of refund for that.

Looking forward to hearing from you.

Best regards,

Nick

I requested self-exclusion as soon as I realized that Playio did not respect the official SRIJ self-exclusion list, demonstrating that the casino failed in its obligation to prevent my registration and deposits from the start. Any operator that accepts players from a certain jurisdiction must comply with the consumer protection laws of that jurisdiction, regardless of the license under which it operates. Allowing self-excluded players to deposit and play without any identity verification is a clear violation of Responsible Gaming standards and could result in legal sanctions against the operator. Playio does have an obligation to return the amounts lost, as it has failed in its duty to prevent self-excluded players from accessing its platform.

Solicitei a autoexclusão assim que percebi que o Playio não respeitava a lista oficial de autoexclusão do SRIJ, demonstrando que o casino falhou na sua obrigação de impedir o meu registo e depósitos desde o início. Qualquer operador que aceite jogadores de determinada jurisdição deve cumprir as leis de proteção ao consumidor dessa jurisdição, independentemente da licença sob a qual opera. Permitir que jogadores autoexcluídos depositem e joguem sem qualquer verificação de identidade é uma clara violação das normas de Jogo Responsável e pode resultar em sanções legais contra o operador. O Playio tem, sim, a obrigação de devolver os valores perdidos, pois falhou no seu dever de impedir que jogadores autoexcluídos acessem sua plataforma.

Dear brunomeirinhas,

Please forward an evidence of your self-exclusion made in Playio casino to nikolas.b@casino.guru for further review.

Additionally, can you please confirm whether your account is still open or not?

Awaiting your response.

Regards,

Nick

I never had the option to self-exclude directly through Playio's system before making deposits, as the casino didn't even verify my identity or cross-check my data with existing self-exclusion bases. As soon as I realized that they had allowed me to register and make deposits without any verification, I contacted them asking for the account to be suspended immediately and for the money to be refunded. This shows that the casino itself was at fault, and should have blocked my account from the start. My account has now been closed, but this does not absolve Playio of the responsibility of refunding the amounts, since they allowed deposits from a self-excluded player, in violation of Responsible Gaming guidelines.

Nunca tive a opção de me autoexcluir diretamente pelo sistema do Playio antes de fazer depósitos, pois o casino sequer verificou minha identidade ou cruzou meus dados com bases de autoexclusão existentes. Assim que percebi que eles permitiram meu registo e depósitos sem qualquer verificação, entrei em contato solicitando a suspensão imediata da conta e o reembolso dos valores. Isso demonstra que a falha foi do próprio casino, que deveria ter bloqueado minha conta desde o início. Minha conta já foi encerrada, mas isso não isenta o Playio da responsabilidade de reembolsar os valores, visto que permitiu depósitos de um jogador autoexcluído, violando diretrizes de Jogo Responsável.

I forwarded the first contacts with PlayIO to

Reencaminhei os primeiros contactos com a PlayIO para nikolas.b@casino.guru

Dear brunomeirinhas,

Can you please clarify since when exactly is your account closed?

Keep in mind that no refund is possible from before contacting the casino regarding your gambling problem.

Awaiting your response.

Regards,

Nick

Good morning,

I contacted the casino right after registration, explaining that I had been self-excluded since 2022 through SRIJ. However, they took ages to suspend my account and allowed several deposits, even after my contact.

Bom dia,

Eu entrei em contacto com o casino logo após o registo, explicando que eu estava auto-excluido desde 2022 através da SRIJ. No entanto, eles demoraram imenso a suspender a minha conta e permitiram vários depósitos, mesmo após o meu contacto.

Dear brunomeirinhas,

Can you please give us an exact date of when your account got blocked?

Regards,

Nick

I don't know for sure, but it was several days after I reported the situation to the casino, allowing several additional deposits.

Não sei ao certo mas foi várias dias depois de eu expor a situação ao casino, permitindo vários depósitos adicionais.

Any update?

Dear brunomeirinhas,

Unfortunately, we need an exact date - or at least forward a list of deposits made to the casino since your self-exclusion request.

Awaiting your response.

Regards,

Nick

Registration took place on March 3rd.

The self-exclusion request was made immediately after registration. They still allowed deposits of €400.

O registo foi feito no dia 3 de Março.

O pedido de autoexclusão foi feito imediatamente após o registo. Ainda assim permitiram depósitos no valor de 400€.

Any update?

Dear brunomeirinhas,

As mentioned earlier, without an exact date it is not possible to determine whether you are eligible for any kind of refund.

I would like to point out the most important thing again - your SRIJ self-exclusion has zero affect on all the casinos you have listed in your e-mail - it has affect only in casinos with casino licences in Portugal.

You have to request for exclusion directly in the casino if you want to be excluded there. Additionally, it is not an instant process and if you deposited money right after your request, it is not refundable and only in cases the casino would fail to exclude your account within a reasonable time frame

Unfortunately, if you have no additional evidence to clarify the above requested information, we will be forced to close the complaint.

You can reopen it only by forwarding all the requested evidence.

Best regards,

Nick