The player from Germany requested the closure of her account due to a gambling addiction; however, the account remains open, and she deposited an additional €300, which she lost. She considers this situation unacceptable and negligent on the casino's part.
Casino Lab - Player’s account remains open despite closure request.
Amount: €300
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
Opened
Current status
Waiting for casino to reply
3d 16h 8m 9s
Case summary
3 days ago
Public
Public
1 week ago
Translation
Hello,
Although I sent a clear email to Casinolab requesting that my account be closed due to gambling addiction, my casino is still open and I deposited another €300 and, of course, lost it. This is completely unacceptable, and I find it extremely negligent on the part of the provider. I hope you can help me.
Automatic translation:
Public
Public
1 week ago
Dear Maja1977,
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.
- Is your player's account still accessible?
- Could you please share with me your self-exclusion attempts and any responses you received from the casino?
- Have you tried contacting support via live chat after your initial request wasn't processed?
- 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
1 week ago
Translation
Hello Tomas,
My player account is still accessible. Live chat refers me to my email address, despite mentioning gambling addiction. So, it's not closed immediately. Absolutely nothing happens. 😒
Automatic translation:
Public
Public
4 days ago
Thank you very much, Maja1977, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
Public
Public
3 days ago
Hello Maja1977,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Casino Lab,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
Casino Lab has 3d 16h 8m 9s to reply
