The player from Chile struggled to close their casino account due to a gambling addiction and reached out multiple times, only to be told they had to remain inactive for over 30 days. This response caused them distress, and they questioned the legality of the casino's policy. The Complaints Team reached out to the casino for a response, but after not receiving any communication, the complaint was closed as unresolved.
Casino en Casa - Player faces difficulty closing account due to addiction.
Black points: 100
Amount: ??
Casino en Casa
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.5
Casino en Casa has a Safety Index of 3.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 months ago
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4 months ago
Translation
My complaint is about this casino: https://casinoencasa.com/ but it doesn't appear in the options.
Hello, I don't know what else to do!! I have written to them on several occasions expressing that I need to close my account because I have a gambling addiction problem, and the only response I receive is that I have to be inactive for more than 30 days! I have been unable to refrain from gambling... I've even considered suicide... I need to know if this is legal.
Automatic translation:
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4 months ago
Dear alejandroclaudio25,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- When did you submit the self-exclusion request?
- Could you please forward your self-exclusion request to dominika.l@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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4 months ago
Translation
https://casinoencasa.com/
I have repeatedly written via live chat and WhatsApp and the response has always been the same... that I have to be inactive for more than 30 days.
Automatic translation:
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3 months ago
Thank you very much, alejandroclaudio25, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.
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3 months ago
Dear alejandroclaudio25,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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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
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.
Dear alejandroclaudio25,
I am very sorry about the situation, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website. Be aware that the Casino en Casa is not licensed and has a low safety index on our site. I tried to contact the casino to have your account closed. Unfortunately, I received the same response: keep your account inactive for 30 days, and it will be removed. This is not acceptable in terms of responsible gambling, so I am adding this casino to the blacklist.
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.
Best regards, Jozef
