Cawino Casino - Player’s account was not closed as requested.

Good evening,

I requested the closure of my account at the above casino on 9/11/24.

They didn’t close it and gave me a €30 bonus, which I played and lost. I then immediately requested again for them to close my account.

They did not do it. I have a problem.

I logged back into the above casino and my account was still active, and I lost €400.

I contacted them again, and they closed my account on 9/15/24. During the live chat, they told me they would look into returning my deposits since they did not comply with responsible gaming rules.

Until today, they have not responded to my emails.

Thank you.

Dear marofa,

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 gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Thank you. I sent them to you.

I have requested closure since August 29 and not since September 11

Thank you for your reply, marofa. Do I understand correctly that you currently don't have access to your casino account?

Good morning

No, I haven't

I emailed them asking if their rules of responsible gaming state that they are required to close the account within a day and they have not replied

So, we discussed this case internally and unfortunately, we are not able to assist you with the refund. It's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded, which means that the self-exclusion request must mention gambling problems or gambling addiction.

In your messages, you never clearly stated that gambling has become a problem for you, which for us is necessary information that must be provided to the casino upon the self-exclusion request. Furthermore, the casino closed your account in a pretty reasonable time considering that two days out of four while your account remained active were not business days.

I apologize, but we believe that you would be entitled to a refund only if you clearly informed the casino about your gambling problem before depositing, and at this point, I can only recommend how to self-exclude properly in the future. When applying for the self-exclusion, 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 valid proof of such action.

Example:

Email subject: Self-exclusion

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 material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (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."

Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.