The player from Germany had unsuccessfully tried to close her account on BookofCasino for months, citing self-exclusion as the reason. Despite sending over 1,000 emails, the casino had not responded properly and instead offered her free bets, leading to a loss of more than €3,000. The player eventually received confirmation of account exclusion after three months but continued to lose money during that period. Due to a lack of response from the player regarding further required information, the complaint was closed by us without resolution.
BookofCasino - Player’s self-exclusion request has been ignored.
Amount: €3,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I have been trying to close my account on Bookofcasino for months.
They either don't respond at all or ask for specific information. I have sent over 1000 emails, citing self-exclusion as the reason. Nothing has worked. As a result, I have lost much more money than I should have.
Instead of responding to my request,
they give me free bets so that I continue to stay and deposit more money.
I am asking for help because I keep losing more money. :((((((
I have lost more than €3000 because they do not respond to my self-exclusion request.
Thank you very much for your help.
Automatic translation:
Public
Public
3 months ago
Dear tsk123456,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.
- Did you specify in that request for how long you wish your account to be suspended and the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 months ago
Translation
I have sent them screenshots of my last message to Bookofcasino via email.
Automatic translation:
Public
Public
3 months ago
Hi tsk123456,
- Could you please forward the emails you sent to the casino, rather than sending screenshots of the communication? I would like to verify the exact dates the emails were sent and the email address used.
Thank you.
Public
Public
3 months ago
Translation
I recently received an email saying that my account had been successfully excluded. But only after 3 months. I have lost a lot more money in that time.
Can you get your money back?
Automatic translation:
Public
Public
2 months ago
Hi tsk123456,
I'm happy to hear that your account was finally blocked. Could you please check my previous reply and try to assist?
Thank you.
Public
Public
2 months ago
Dear tsk123456,
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.
Public
Public
2 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
