The player from Germany had lost over 10,000 euros at the casino. Despite repeatedly requesting self-exclusion due to gambling addiction and continuing to receive bonus offers, the casino had refused to close the account. After submitting a self-exclusion request, the player lost an additional 7,300 euros. We concluded that the casino did not act responsibly by delaying the self-exclusion process, and the complaint was closed as 'unresolved,' negatively impacting the casino's reputation on our platform.
BookofCasino - Player's request for self-exclusion has been ignored.
Black points: 3947
Amount: €7,300
BookofCasino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
Failed self-exclusion
UNRESOLVED
Case summary
3 months ago
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5 months ago
Translation
Hi Everyone,
I couldn't select the country above, it should be Germany. Anyway, I have lost over 10,000 euros at the casino. After losing a few thousand euros, I requested a self-exclusion since the 2nd of May, 2024. I have proof through emails; despite writing to them multiple times in the live chat, requesting self-exclusion due to gambling addiction and refusing bonus offers, they still give me these offers. They refused to close my account. I hope you can help me. Since submitting the self-exclusion request and sending the email, I have lost an additional 7,300 euros. It would only be fair to be reimbursed this amount.
Thank you.
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5 months ago
Dear michi97,
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).
Could you please specify the reason for closing your account? 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.
Thank you very much in advance.
Best regards,
Veronika
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5 months ago
Translation
Hello Veronika,
I have applied to the casino for a self-exclusion so that they can block my account permanently due to gambling addiction. Therefore, the casino is obliged to block my account immediately and not leave it for 13 days, letting me make deposits and sending me bonuses so that I am triggered and deposit again. They even sent me several SMS messages to my phone number, which I have now reported as spam. I will forward you the emails that I sent to the casino as proof. Later, I will also forward you the transaction deposits and the bank statement, which shows how much I deposited after applying for the self-exclusion forever due to gambling addiction.
I wrote for the first time on May 2nd, 2024 to the email address. I only took it back on May 4th, 2024 because I had gotten 5k back but had gambled it away again. However, you should have blocked me long ago in the last two days. The casino needs to be responsible and block players immediately if they write because of gambling addiction. Additionally, up until yesterday I wrote several emails asking you to block me, including several times in the live chat. Instead I get bonus offers and they let me keep playing. I have forwarded the email history to you.
Thank you.
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5 months ago
Translation
Hi, why has there been no reply? The casino has finally blocked my account. They blocked it 15 days after I made my request. That shouldn't be happening. I lost a total of 12,000 euros there. After I lost 4.7k I requested permanent self-exclusion several times due to gambling addiction via several emails and the casino's live chat. The casino must act responsibly and block me immediately!! and not 15 days later when I had written that several times. I have already sent you the emails as proof. Please help me so that I get at least part of the 7.3k back. I can also send you the bank statement which shows how much I had deposited in the online casino after I requested self-exclusion. I think it's cheeky of the casino to just let me carry on playing and depositing. Online casinos generally earn a lot of money for that, they must react immediately when a player requests permanent self-exclusion due to gambling addiction. That simply can't be true!! that is really unfair, on top of that I even had a payout of 5k and nobody reacted, really bad casino, please put pressure on the casino so that I at least get back the 7.3k that I am entitled to.
Thank you.
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5 months ago
Thank you very much, michi97, 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.
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5 months ago
Hello michi97,
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 BookofCasino,
Could you possibly provide additional information regarding the ignored self-exclusion request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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5 months ago
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.
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5 months ago
Dear Michal,
The Player's account was excluded according to our standard procedure. We are dedicated to assisting our players and upholding our T&Cs. Thus please understand that there is a technical timeframe necessary to fulfill the request of the Player.
Furthermore during the final handling of the exclusion request, all responsibility lies with the Player as per our rules.
While we understand that it was longer than expected, note that we have acted in accordance to our terms and conditions, that the player agreed with upon registration.
Regards,
BookofCasino
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5 months ago
Translation
Hi,
Well, I don't think that's fair. It was put off for 15 days. I deposited a total of 12,000 euros. It would be fair if they transferred the 7,300 euros back to me after I requested it several times. They still got a lot of money from me, 4,800 euros! I wrote several times by email and several times via live chat, always citing gambling addiction as the reason, and I received bonus offers. I was even contacted by cellphone with bonus offers, which triggers gambling addicts to keep depositing. As a casino, they have to be responsible and not just block an account 15 days later. That's far too late!! That's fraud. In my opinion, they have a responsibility to block gambling addicts immediately. They earn a lot of money as a casino, so they also have to take responsibility for gambling addicts who ask to close their accounts several times. It would be fair to get at least 50 percent back, 6,000 euros, that would be fine with me.
Thank you.
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5 months ago
Dear michi97,
Do I understand correctly that you sent your first request for self-exclusion due to gambling addiction on the 2nd of May and your account was closed on the 19th of May? If that is the case, would you be able to tell me exactly how much you have deposited during this period and when?
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5 months ago
Translation
Hello Michael,
The casino blocked me on May 17th, 2024, 15 days after the request, and I have deposited €7300.00 at the casino since May 2nd, 2024. I sent them all deposits to their email address as proof.
Thank you.
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4 months ago
Dear Michal,
The player's account was excluded as per the standard procedure they agreed to. We strive to always ensure a fast handling of Player's requests so we have a dedicated team and channel to request an exclusion.
Depending on traffic it could cause some delay with the handling but we always try to have it handled as quickly as possible. Please understand that there is a technical timeframe required to go through every request.
This is why we have also stated in our T&Cs that until there is an official confirmation provided by our team responsibility lies solely with the Player. All actions were according to the publicly available information.
Regards,
BookofCasino
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4 months ago
Translation
Hi,
I find that pretty unfair, they sent me offers on my cellphone, wrote in the live chat that they didn't want to block me but rather send me offers so that I wouldn't block them, I simply let them deposit money over 15 days after I had written to me and that happened several times, asking them to block my account forever because of gambling addiction? But then they send me messages every day and bonus offers but only block it after 15 days because they know full well that gambling addicts can't control it anymore, hello?? It has to be blocked straight away? You write that it was blocked after 15 days as standard but you send me offers every day, that doesn't add up, does it? It would be fair to get the 7300 euros back, the casino made a lot of money from me, they have to be responsible and block me straight away after the request, not 15 days later, that's not possible!!! Please help me get some of my money back! If that doesn't happen, I ask you to put the casino on the blacklist, then hardly anyone will play there anymore and they won't earn as much!!! Maybe you have to put pressure on them to get the money back. I have already sent you the evidence by email, please reply quickly. I think that's very unfair of the online casino, they are scammers!!!!!.
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4 months ago
Dear michi97,
Would you be able to tell me exactly when you made the deposits between the 2nd and the 17th of May? If you could, please tell me when exactly and how much did you deposit during this period. I will be waiting for your update.
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4 months ago
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Hi Michael,
I had already sent them this via email with screenshots.
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4 months ago
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Hello Michael,
I can also write the amounts here, but I sent them the receipts as proof by email,
So on
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4 months ago
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Hello Michael,
I sent you the receipts as proof by email, so that you have proof of how much I have deposited at the online casino. I can happily write the amounts and the date here:
So on 02.05.24 1800 euros, on 06.05.24 3500 euros, on 13.05.24 500 euros and on 14.05.24 1500 euros.
Thank you.
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4 months ago
Dear michi97,
I did not receive the email, would you mind sending me the email with the deposits once more? Please use the email address michal.v@casino.guru.
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4 months ago
Translation
Hello Michael,
Here is a screenshot of the email I sent you on June 2nd, 2024 at 3:26 p.m. to your email address Michal.V@casino.guru. Maybe check your spam folder.
Thanks.
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4 months ago
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Hi Michael,
Have you found the email now?
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4 months ago
Dear michi97,
Thank you for the provided information.
Since we have to take into consideration a time period big enough for the casino to process the self-exclusion request, you should be eligible for the refund of your deposits from 13.5 and 14.5 since they were made more than a few working days after your self-exclusion request.
In your case, that would make 2000€.
Dear BookofCasino, can you refund this amount to the player, so we can close this complaint?
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4 months ago
Translation
Hi Michael,
I applied on May 2nd, 2024 and paid 3500 euros on May 6th, 2024 plus the 2000 euros on the 13th and 14th. That would be 5500 euros because there are 4 days from May 2nd, 2024 to May 6th, 2024. 5500 euros would be fair in my eyes.
Thanks.
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4 months ago
Yes, but only 2 working days, a relatively short period for the casino to manually go through and sort all of the pending self-exclusion requests. The time period in consideration must be sufficient enough for the casino to complete all the actions required. That's why we consider deposits to be refundable only after a sufficient time period has passed from the correctly applied self-exclusion request.
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4 months ago
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From May 2nd to May 6th is 4 days, not two? Or I paid 3500 euros on May 6th, 2024, which is 4 days, not two.
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4 months ago
Dear BookofCasino,
Can you refund the mentioned amount of 2000€ to the player so we can close this complaint?
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3 months ago
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.
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3 months ago
Translation
This is a scam casino, they take in lots of money but don't pay out anything. They took more than 10k from me, didn't block me and sent extra bonus offers to trigger me. They refused to block me for days, that's not okay. I hope they get such a bad review that no one plays there anymore!!
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3 months ago
Dear Michal,
We have thoroughly reviewed the request and the account with the utmost importance once again, and we want to emphasise the fact that we have only acted according to our established Terms and Conditions with which the user has agreed upon his registration. Moreover, it is also outlined there, that any account activity during the whole process of exclusion, strating from the initial request to customercare@bookofcasino.net to the final step(exclusion), is player's sole responsibility.
We do strive to handle these requests as swiftly as possible, however technical and operational factors may affect the reasonable processing time. Our team has acted within the acceptable period, as stated in our Terms & Conditions, and the account was closed.
Regards,
BookofCasino Team
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3 months ago
Translation
No! You must not block anything until 15 days or later and then send me more bonus offers over the phone. Addicted players are particularly at risk. They know exactly why they did not block me straight away but seriously after 15 days, so that I would carry on playing and they would earn even more money!! Don't feel guilty!! At least give me the 2k back. I lost over 12k with you, you earned over 10k through me. If you had blocked me straight away you would not have won so much. Your casino takes in millions of euros every day, so you have to be prepared when the casino has to pay out. I really hope that your casino will be closed soon. I will report it to others!! on other forums. I will take action against your casino, you sent me bonus offers.
Although I asked several times for my account to be blocked due to gambling addiction, several times by email and several times by live chat, nothing was done!! I hope that soon no one will play at your casino anymore, you are a fraudulent casino!!
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3 months ago
Dear michi97,
Our communication with the casino team has finished. Unfortunately, the casino team is convinced that their process was correct. In Casino.Guru, we believe that responsible gambling should be taken seriously, and every casino should do their maximum to make the self-exclusion process as quick as possible. In this case, we feel like it was not the case.
The last option is to file an official complaint at the licensing authority of the casino here.
I am now closing the case as 'unresolved'. Be aware that this complaint will affect the casino's reputation on our website in a negative way.
I am sorry we could not be of further help to you.
Best regards,
Michal V, Casino.Guru
