Casinolo Casino - Player’s account closure request is delayed.

After lost big amount if money i ask chat support close my account on casino. They say cannot do on support. They ask ne send email and tell reason why i want closed my account.

I send email 2 days ago and ask 3 tunes by email 2 times by chat. All what they say is "we do our best"... and account is still open and i can log in.

Rogue casino, just delay for nothing. Closure is one minute job.

Dear JarmoM, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

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

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hi.

Reason to close my account?

I just dont like casino where i lost too much money. I dont wanna lost more.

Did i need some more specific reason?

Other casino can close account on one minute. Itse very easy job.

Jarmo

Thank you for your response.

I completely understand that you want to close your account, but please note that Casino Guru can only assist players in closing their accounts if they inform the casino about their gambling addiction and request a self-exclusion. In such cases, if the casino fails to protect the player and allows them to continue playing despite the self-exclusion request, we are able to step in and mediate.

However, if your decision to close your account is not related to gambling addiction, we unfortunately won’t be able to assist you directly. In that case, we can only recommend that you stop visiting the casino website to avoid the temptation of continuing to play.

I hope you understand that our ability to intervene is limited to protecting players from gambling-related harm. If your request is related to other concerns or you need further assistance with something else, please feel free to reach out, and I’ll do my best to support you.

Wow.

Ok, i have huge gambling addiction with this casino.

Please help me closing my account.

Jarmo

When applying for the 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 to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a 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."

Please fill out this form and send it to the casino at: support@casinolo.com and add my email veronika.f@casino.guru to the copy. Thank you for your cooperation.

I send this 5 days ago. No answer yet

Jarmo

Thank you very much, JarmoM, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello JarmoM,

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 Casinolo Casino,

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

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.

Dear JarmoM,

I reached out to the casino outside of this thread, and they promised me an answer. That's why I'm setting another timer. Thank you for your patience. I will be informing you about any new developments.

Dear JarmoM,

I have received the following reply from the casino:

"Dear all

Thank you for your patience. We would like to clarify that as per our internal procedures account can be closed only after emails was send to us. Kindly note that customer had contacted us at 05/02/25 stating account closure but there were no RG issues mentioned and he was informed that if we close his gaming account his balance would be voided therefor his account was not immediately closed. On 12/02/25 customer had contacted on email one more time clearly stating that he has RG issues and his account was permanently closed. We hope this clarify the situation for you.

Best Regards

Casinolo Team"

Can you comment on this?

Dear JarmoM,

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.

Yes account is closed now after frustrated process.

They ask me reason to closure and i when tell real reason they stop answer and dont close account.

Only after i have to LIE at i have some gambling issue, and ask casino guru help, they close my account after 3 weeks from first request i make.

Real reason is not gambling issue but some new casino's, like this, dont close your account anymore without you have to accept that.... Ridiculous.

Dear JarmoM,

I am sorry for your negative experience with the account closure process. However, I'm glad to hear that your issue has been resolved. I'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, 

Michal V 

Casino.Guru