The player from Austria requested immediate and permanent account closure due to gambling addiction but had not received a response after multiple attempts. Despite the closure request, she incurred an additional charge of 76 euros and sought assistance for a refund. The issue was resolved by the Complaints Team, confirming that the account had been closed and that the casino's actions were in accordance with standard procedures. However, it was noted that funds deposited during the self-exclusion request period were non-refundable.
BookofCasino - Player's account closure request is delayed.
Amount: €76
BookofCasino
Safety Index:Very lowSafety Index
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2.9
BookofCasino has a Safety Index of 2.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 week ago
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1 month ago
Translation
Unfortunately, I succumbed to my gambling addiction, which is recognized as a medical condition, and made deposits. To protect myself, I requested the immediate and permanent closure of my account yesterday via email and live chat, clearly stating my medical condition. So far, I have not received a response to 3 emails, and in the live chat, I was told that I need to wait. Unfortunately, since requesting account closure, I have paid an additional 76 euros. I am requesting a refund of this amount and asking for your assistance. Thank you.
Automatic translation:
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4 weeks ago
Hello charlie6311,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BookofCasino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise when exactly did you request for self-exclusion from the casino?
- How exactly did you specifically your addiction to them?
- When was the last time you spoke to the casino and what was it about?
If possible, please forward the e-mail in which you requested the exclusion from the casino to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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3 weeks ago
Translation
Hello, yesterday the casino finally informed me after 3 days and another email that my account had been closed. However, the casino did not respond to my request for a refund. Thank you for your efforts
Automatic translation:
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3 weeks ago
Hello charlie6311,
Processing a self-exclusion request can take up to 72 working hours. If your account was closed within this timeframe, the casino acted in accordance with standard procedures. Unfortunately, any funds deposited during this period are non-refundable.
Is there anything else we can assist you with?
Best regards,
Nick
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2 weeks ago
Translation
Hello and no. I do not need any further help. I thank you for your efforts and support
Automatic translation:
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2 weeks ago
Translation
Hello and I have a request.
Since I am unfortunately addicted to gambling and keep finding casinos here at casino guru where I have not yet requested self-exclusion, I would like you to block me from Casino Guru. I hereby request self-exclusion from your website. Is that possible?
Thanks
Automatic translation:
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1 week ago
Hello Charlie6311,
Unfortunately, we are unable to fully block access to the website, as it can still be accessed without an account. However, there are browser extensions available that you can use to block the site on your own.
All we can do is to limit you by banning your account here which we will do based on your request.
Best regards,
Nick
