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