Cazino Stars Casino - Player’s account remains open despite closure requests.

Ive asked a bunch of times for my account to be closed and it is still open. I keep putting money in it even after I've told them I have a gambling problem. They still keep it open. I'm hoping you can help I've lost thousands cause of it.

Dear Pater77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

20. SELF EXCLUSION

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain to you the all future steps and what is needed from you.

  • email:support@cazinostars.com

Please keep in mind that Self-Exclusion is permanent for the set time span and will not be undone for your own protection. 

During Self-Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

When was the first time you informed the casino about your gambling addiction? Could you please forward this account closure request to kristina.s@casino.guru? Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello

Thank you for getting back to me. I've sent the email off.

Hello Kristina

I was even able to play again today.

I really appreciate the help. Wish I could get some of the money's back. It was super stupid on my part to do all of this.

Dear Casino.Guru and Pater77,

Thank you for reaching out to us regarding your account closure. We understand that gambling problems can be challenging, and we appreciate your courage in taking steps to address this issue.

We have closed your account in response to your request for self-exclusion due to gambling-related concerns. As part of our commitment to responsible gaming, we want to assist you in staying away from anything that does not contribute positively to your well-being.

We kindly invite you to review our terms and conditions regarding self-exclusion:

"In case you are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything that does nothing good for you. 'Self-Exclusion' means that you exclude yourself, out of your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and provide a time span between 6 months and 5 years. They will also explain to you all future steps and what is needed from you."

Please keep in mind that self-exclusion is permanent for the set time span and cannot be undone for your protection. During self-exclusion, you are not allowed to create a new account, and any attempt to do so is a violation of our Terms of Service and may result in a permanent ban of your original account.

We are here to support you, so if you have any further questions or need additional assistance, please do not hesitate to contact our customer support team.

Thank you for your understanding and cooperation.

Hello everyone,

Thank you both for your replies.

Pater77, I see that you informed the casino about your gambling problem on May 3. Could you please clarify the dispute value (Can$12,000)? Did you deposit this amount after you requested the self-exclusion?

Dear Pater77,

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 that is correct. After I asked for it to be closed I was able to still gamble and loss the amount.

Sorry for the delay response

Mike

Hello Pater77,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update

Thank you very much, Pater77, for your cooperation. 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.  

Hello Pater77,

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 Cazino Stars Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hi Michal

Thanks for reaching out. I had asked many times for my account to be closed and it never happened. I was able to keep gambling and losing more and more money. they didn't seem to care and just wanted my money.

I'll appreciate all the help from you and your team

I wish i had reached out early and not lost all this money

Thank you

Mike

I just got this email from them

Dear Casino.Guru and Pater77,

Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you’ve experienced. We understand that there was a system bug, it was an automate message and was fixed.

Upon reviewing our records, we can confirm that your self-exclusion request was successfully applied to your account as soon as we received your email. We take responsible gaming seriously, and we appreciate your commitment to seeking help.

Please note that before reopening your account, it will undergo thorough checks to ensure compliance with our addiction closure policy. Rest assured that it will not be opened without proper evaluation.

If you have any further concerns or need additional assistance, please don’t hesitate to reach out. We’re here to support you.

Wishing you the best.

Thank you, Cazino Stars Casino for the update.

Can you tell me when exactly did you receive the email with the self-exclusion request from the player, and also when exactly did you close the account?

Dear Casino.Guru and Pater77,

Thank you for your message.

We received the self-exclusion request from the user on June 17, 2024, and the account was closed on June 19, 2024, solving the request in less than 48 hours. Responsible gaming remains our top priority, and we appreciate your commitment to seeking assistance. Should you have any further inquiries, feel free to reach out. We’re here to support you.

Best regards.

Thank you for the clarification. However, the player has provided us with the following email from the 3rd of May:

Did you receive this email? Did the player send this email to the correct email address?

Dear Casino.Guru and Pater77,

Thank you for reaching out to us regarding the email from the player dated May 3rd. We appreciate your diligence in providing additional context.

Upon thorough review of our email records, we regret to inform you that we were unable to locate the specific email in question. Our casino has been undergoing significant transitions and changes, which may have impacted our email service during that period. We acknowledge that there were intermittent downtimes, resulting in gaps in email reception.

We apologize for any inconvenience this may have caused. Rest assured, we take all player communications seriously, and we are committed to improving our processes to prevent such issues in the future.

If the player has any further concerns or wishes to resend the email and we will ensure prompt attention.

Thank you for your understanding, and we appreciate your patience during this transition.

Best regards.

Hi

Please note that I also made these requests in there chat program and was told I needed to email to have my account closed. Please review message sent on here 2 days ago from them offering me a big bonus.

Thank you

Mike

Dear Pater77 and Casino.Guru,

Thank you for reaching out to us regarding your recent requests.

Upon reviewing our records, we found that our chat representative did indeed inform you to send the account closure request via email. It is our standard procedure to process such requests through email communication. However, we understand that there may have been gaps in email reception, leading to the issue.

Regarding the bonus offer, we sincerely apologize for any confusion caused by the automated message. We acknowledge that there was a system bug, which has since been fixed. We prioritize responsible gaming and take this matter seriously.

If you have any further concerns or need additional assistance, please don’t hesitate to reach out. We’re here to support you.

Best regards.

Dear Cazino Stars Casino,

Would you consider refunding the player in this case in light of the recent email from the 3rd of May and your admitted gaps in the email reception?

Dear Pater77 and Casino.Guru,

Thank you for reaching out regarding the player's complaint. After reviewing the interactions and terms related to the player's account at Cazino Stars, I would like to clarify our position.

The player continued to engage in gameplay and utilized the bonus provided, which indicates acceptance of our terms and conditions. As per our policy, outlined clearly on our website, once a player has accepted a bonus and continued to play, they are not eligible for a refund. This policy is standard across the industry to ensure fairness and transparency for all players.

Our bonus terms and conditions, which the player agreed to upon receiving the bonus, state that by accepting and using the bonus, the player acknowledges and agrees to the wagering requirements and other conditions tied to the bonus. If the player had concerns or objections to these terms, the appropriate action would have been to refrain from playing and to contact our support team immediately. By continuing to play, the player implicitly agreed to the terms.

Given these points, we believe that our decision to deny the refund is justified and in line with our commitment to fair play and transparency. We value our relationship with Casino Guru and its players and are always open to constructive dialogue to resolve any issues amicably.

If there are any further questions or if additional information is required, please do not hesitate to reach out.

Best regards.

Dear Pater77, since the casino is not willing to change its stance, I am forced to mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

In the meantime, I recommend you contact the Gaming Curacao Authority (compliance@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal V