Casino Lab - Player's account closure request is delayed.

I have been trying to close my account for months now and just going round and round in circles! I’ve emailed support and the vip email that live chat have told me to multiple times with no action taken! I told live chat I’m high risk and it’s damaging my mental health but again no action is taken. I’m so frustrated with the lack of customer care it’s just neglect ! I have also done live chats and emails to get them to remove my personal data and stop emailing and texting which again has no been actioned and I’m sent texts and emails daily with so called offers-it’s harassment! I need it to stop!

Dear MrsB13,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I have just sent you an email with copies of emails I have sent!

Literally just want everything closed so I have no access to the website and all my contact details removed from their system so they stop harassing me with texts and emails!

I have again today received more texts and emails from Casinolab! Live chat once again not helping at all!

Thank you for your email. When applying for self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If you did not specify in your conversations that you wanted to close your account due to gambling addiction or pathological gambling, I'm sorry but in our view, you are not eligible for refunds of your deposits.

Are you interested in us assisting you with a self-exclusion request? If so, please fill out the template I wrote here, send it to the casino, and add my email address ([email protected]) as CC. This way, I can follow up on your request and ensure it is handled properly.

Dear MrsB13,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.