The player from the United Kingdom wished to permanently close his casino account. Despite multiple attempts to request an account closure via email, he received contradictory responses, leaving him in a frustrating loop. The issue was resolved when the player confirmed that his account had been successfully closed, citing the lack of responsible gambling options as his reason for closure. The Complaints Team marked the complaint as 'resolved' after receiving this confirmation.
Casino Lab - Player is unable to close account.
Amount: £1
Casino Lab
Safety Index:Very 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.
2.6
Casino Lab has a Safety Index of 2.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 weeks ago
Hi, I have had an account with this casino for a few months now with no actually problems apart from responsible gambling. I have tried to close my account several times as they offer no deposit limits, timeout limits, or self exclusion. I wish to close my account permanently with them, but each time via email they ask me do I want to void any funds left in the account whether it is 5p or 0. I tell them yes but they never reply to me on the matter. And live chat say I can only close my account via email so am going round and round in circles .Can you please help me get my account excluded?
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3 weeks ago
Dear leondowling1,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Lab.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share the communication with the casino supporting your complaint?
- What is the reason for the account closure you gave in your account closure request to the casino?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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3 weeks ago
Hi, I am pleased to say that my account has been successfully closed. They don’t offer any responsible gambling options so I felt that I had to close my account. Thanks for your response.
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2 weeks ago
Dear leondowling1,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
