AztecParadise Casino - Player's account closure request is delayed.

Awful casino:

Asking for scanned documents and not accepting digital copies. However, I did receive an email to say my account was fully verified and my documents have been accepted. However, this wasn't updated on the casino website.

I replied to this email to have this updated on the website so a withdrawal could be made. I got the original reply asking for scanned copies of documents. I advised to look at previous email trail, but this was ignored.

At this point I asked for my account to be closed using the same email trail. My first request to close my account was on the 2nd of March. On 6th of March I requested this again and again on the 18th March.

I also requested this via a chat agent and I got an email on the 7th March with a ticket i.d to say this is been reviewed.

To this day my account still hasn't been closed.

I can't remember how much I lost during this whole ordeal, but it was around £600

Dear Someone.Else,

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).

Do I understand correctly, based on the attached screenshot,s that you want to close your account because you suffer from gambling addiction? Please forward me all 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

Hi

Thanks for taking a look at this.

Yeah ultimately I was requesting a close due to gambling issues, which in my first email I made this clear.

I've sent you those emails as requested.

I can still access my account.

Thank you very much, Someone.Else, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 Someone.Else,

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 AztecParadise 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

Hi Michal.

Thanks for the support.

I can still log in

I am still able to log into my account

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.

I can stil log in. Bad sign for a casino, I guess

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V

We’ve reopened this complaint at the request of AztecParadise Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear AztecParadise 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.

Hi Kristina,

Thanks for raising this. We've now looked into the full history of the account and here’s what we found:

The player did contact us in March asking to close their account. However, the wording used suggested a standard closure, not a self-exclusion for gambling issues. As you know, there’s a major difference between those two: a normal closure can be reopened and isn’t treated as a responsible gambling block. If it had been clearly flagged as a self-exclusion, our team would have closed the account permanently with no option to reopen or deposit.

We can now see the player meant to self-exclude, and we're sorry this wasn’t identified at the time. The account is now permanently closed.

Regarding the documents, our team had asked for scanned copies in line with our KYC and anti-fraud policies. The player did receive an email confirming documents were accepted, but it seems the site didn’t reflect this immediately, which caused confusion. There was no intention to mislead just a mismatch between our compliance backend and what was showing on the site. That’s something we’re already reviewing internally.

The player mentioned losing around £600. While we regret that, we want to make clear that at no point was the account flagged or blocked. From a technical and policy standpoint, the system behaved as expected based on how the account was marked at the time.

That said, we do take this case seriously, and we appreciate the feedback. We’ve now taken full action on the account, and I hope this draws a line under things from our side.

Best regards,

AztecParadise Support Team

Hello Someone.Else,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi Casino Guru

It's ok, I am ok with Michal to take time needed to resolve the complaint.

I appreciate your help

Dear AztecParadise Casino,

The player provided us with an email from the 7th of March, where he clearly mentions that he has a gambling problem. Do I understand correctly that you have not received this email, since you claim the wording used by the player in your communication with them was unclear?

First of all, thank you for sharing that extra detail. We can now see the email from March where you mentioned gambling issues, which should have triggered a permanent self-exclusion at the time. We accept this was not handled correctly and we apologise for that.

I want to be very clear that since then we have fully updated our account closure and self-exclusion policies. All our staff are now trained to identify these requests immediately and close accounts within 24 to 72 hours at most, with self-exclusion taking priority and no possibility to reopen until the right conditions are met.

This case was from a time when these checks were not working as well as they should have been, we regret that, and we are doing better now. The account is now permanently closed and will not be reopened.

We appreciate your feedback because it has helped us improve. If you have any more questions, please let us know, but we hope this draws a line under the matter for you too.

Best regards

AztecParadise Support Team

Dear AztecParadise Casino,

I appreciate your response, and also the fact that you are updating your policies when it comes to account closure and self-exclusion to be more effective, and therefore safer for players. Since you have confirmed that you received the email, could you refund the player all of his deposits that were made from the 7th of March?

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 AztecParadise Casino,

As you have run out of time to respond, I am assuming you are unwilling to either pay me the amount I had to cash out while your KYC polices were requested, these being over the top. Or any deposits made on the 3rd March or after?

Regards

Ex-Player

Thank you for your message and for raising this concern.

We’ve reviewed the case, and we can confirm that the player sent an account closure request via email on the 7th of March. At that time, our internal policy allowed for up to three working days to fully process such requests.

During that window, two additional deposits were made. As these occurred within the permitted processing timeframe, we are unfortunately not in a position to offer a refund in this case.

We do understand the player's concerns and appreciate their patience. If there’s anything further we can do to assist, we’re happy to help.

Kind regards,

AztecParadise Support Team

Dear Someone.Else,

Can you confirm the casino's statement about your deposits being made shortly after the self-exclusion request?

Dear AztecParadise Casino

Please can you clarify the payment processor used after this date?

Regards,

Ex-Player

Dear Someone.Else,

When exactly did you make the deposits after your self-exclusion request from the 7th of March?

Thransaction shows as E0000480 

10th March 

£20.04

£20.04

12th March

£25.15

16th March

£25.04

17th March

£25.09

Dear AztecParadise Casino,

Considering the 3-business-day period for you to process the self-exclusion request, can you refund the player's deposits made on March 16th and 17th?

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.

Unfortunately, I have not heard back from the casino. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to get back to us, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V

We’ve reopened this complaint at the request of Someone.Else. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear AztecParadise Casino,

I have been informed by the player that their account is accessible once again. Can you give me an update on the situation?

Just checked to see if I can still log in and yes I can.

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.

Player is indefinitely excluded and cannot log in anymore.

Kind regards,

AztecParadise Support Team

Thank you, AztecParadise Casino, for the reply.

Dear Someone.Else, Can you confirm this?

Hi. When I try and login, my username doesnt appear to exsist anymore, so I cannot log in via my original details. I do wonder if i could create a new account though.

Dear Someone.Else,

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/casino.guru. 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. 

When it comes to trying to create a new account, that would be unwise to say the least. Not only would this not be healthy for you, but also we would not be able to help you any further, since you claimed here in the thread that this is your intention. Please let me share a few resources related to responsible gambling that might be useful:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://casino.guru/problem-gambling-help-centers

Best regards, 

Michal V 

Casino.Guru