The player from India had requested a self-exclusion on October 30, but changed his mind within hours and asked for it to be lifted. Despite numerous emails, the casino had not taken action on his request after the 24-hour cooling-off period had passed, preventing him from accessing his account with 64,000 in funds. The Complaints Team had attempted to assist him but had to close the complaint due to a lack of response from the player.
10Cric Casino - Player’s account remains closed after self-exclusion request.
Closed
Our verdict
Player stopped responding
Amount: 64,800 INR
10Cric Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Hello team,
Email:Kajalkaju360@gmail.com
Casino:10cric
I have requested for self exclusion for 3 months on 30th October 2025, and I immediately after 4hrs changed mind and asked them to remove self exclusion to team and they responded that after 24hrs cooling off period is over a decison will be taken and i keep sending emails from 31st to November 2nd and they saying same thing again and again and 24hrs passed long back and they did not open my account or responding to my emails and I have 64k in my account and I want to withdraw those funds, so I humbly request you to look into issue and allow them to remove self exclusion as per my request and allow me to play.
Thanks,
Irfan
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I understand your frustration, but once a player requests self-exclusion, the casino should keep the account closed for the requested period to protect the player. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did the casino inform you what would happen with the remaining balance before the account closure?
- When was the last time you contacted the casino regarding this issue?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Also, please forward me your self-exclusion request.
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
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3 months ago
Dear Irfan,
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.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
