BookofCasino Review

The player from Germany was dealing with gaming issues and had requested for account closure. Despite multiple requests, the account remained active and she continued to receive email offers from the casino. In addition, she had deposited 50€ after requesting closure and was uncertain about its refund. The Complaints Team had advised her to send another self-exclusion request to the casino with clear and specific details, and to keep them informed about any developments. However, due to the player's lack of response to the team's messages and questions, the complaint had been rejected. The team was unable to proceed with any further investigation or provide potential solutions.

The player from Sweden has requested to have their account closed due to gambling addiction, but the casino has not responded to their emails. Meanwhile, they continue to gamble and have asked for a refund, again without response.

The player from Germany had previously requested a casino account closure until a future date but had been able to access and deposit funds to the account earlier than he had expected. This had resulted in a financial loss of €710, for which the player was then seeking a refund from the non-responsive casino. The player had provided a screenshot of the chat history in which he had set the self-exclusion. However, the evidence had lacked any explanation for his request to have his account blocked. We had advised the player on how to properly request self-exclusion and had asked him to send another email to the casino. The player had complied but the casino had refused to refund the previously lost funds as the player had reopened the account and had taken full responsibility for his losses. We had suggested the player utilize our Self-Exclusion Assistance Tool and had rejected the complaint due to the reasons stated.

The player from Denmark requested a payout of 8,048 kr but received a message to cancel and create a new withdrawal request due to a technical issue. Despite already verifying her identity and setting up a Skrill account, she is still waiting for the payout. The issue has been resolved successfully.

The player from Germany had experienced delays with his withdrawal approval, even after 74 hours, despite the casino's confirmation of successful document verification. The player had been frustrated and had urged immediate contact with the casino. However, our Complaints Team had explained our standard procedure of allowing a two-week timeframe for such issues to be resolved by the casino. The player had initially been dissatisfied with this approach, insisting on immediate action. Despite his initial reluctance, the issue had eventually been resolved within the specified timeframe, and the player had confirmed the resolution, leading to the closure of the complaint.

The player from Italy had encountered difficulties withdrawing his funds due to the absence of a bank transfer option at the online casino. Instead of withdrawing, he had continued playing and lost his money. He had requested the closure of his account, however, the casino failed to action this, leading to further losses of 2000 euros. The player was then seeking a refund. We, the Complaints Team, had informed him that we couldn't compel the casino to refund him as he had gambled away his balance. We had advised him to file a complaint immediately if he encountered similar issues in the future. The complaint was subsequently rejected.