Home Complaints Casinochan - Player’s attempts to close their account have been overlooked.

Amount: Can$10,000

Casinochan - Player’s attempts to close their account have been overlooked.

5.8/10 Questionable reputation
Submitted: 25 Jul 2020 | Unresolved : 12 Aug 2020
Our verdict

No reaction, passive regulator


Case summary

310 days ago - 12 Aug 2020

The player from Canada has been trying to close their account. Unfortunately, the enquiries were ignored.


On May 22, 2020 I Emailed the casino to close my account they instead offered me a bonus to cheer me up. I then emailed saying put my account on a six month timeout which they did not do. Instead they asked me if I wanted a bonus to cheer me up again. I knew I had developed a gambling problem so I tried Very hard to find a way to stop gambling but Casinochan did nothing I requested. I continued to play and lost thousands. I recently emailed saying I had a gambling problem and they closed my account finally. I tried to get a refund but they refused despite me asking for them to close it and later that day asking for a timeout. I feel the casino acted improper and is liable for monies lost after that date.


Dear Suerekha,

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

Allow me, please, to explain you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

Self-exclusion is usually carried or performed as soon as a player mentions gambling problem. If a player simply asks for an account to be closed, without stating any reason, there are no obligations on the casino’s side to refund any funds.

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

Best regards,



Yes I understand about self exclusion but I asked for it to be closed plus I asked for a timeout. Had a timeout been applied as per my request I would not have lost all those monies. I should not have to negotiate a timeout request. Don’t you agree?


Dear Suerekha,

Could you please forward those emails to petronela.k@casino.guru? Thank you in advance.


I will email it to you now


Thank you very much Suerekha for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.


Dear Suerekha.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.


We would like to ask the Casinochan 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’.


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 Suerekha.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the licensing authority of the casino (Curacao). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef