The player from Finland files an official complaint regarding his account closure request, citing the casino's failure to comply with responsible gaming obligations. He demands a full refund of all deposits made after his account closure request on 20/07/2025, amounting to 1300 euros, due to delays in processing his self-exclusion.
24Casino - Player requests refund after account closure delay.
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2d 10h 30m 8s
24Casino
Safety Index 8.7 HighCase summary
Discussion
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6 days ago
Translation
OFFICIAL COMPLAINT: Refund request due to failure to comply with responsible gaming obligations (Ticket: ARUO1W). Dear 24Casino Customer Support / Complaints Team, I am filing an official complaint and requesting a full refund for all deposits made after 20/07/2025. I specifically requested the closure of my account on 20/07/2025 for responsible gaming reasons. My request was logged under ticket ID ARUO1W. Instead of immediately closing my account to protect me, your customer support delayed the process by requesting unnecessary confirmations (such as "confirm the reason why you want to close the account"). According to the regulations of the Estonian Gambling License (EMTA), self-exclusion related to gambling must be implemented immediately without commercial or other delays. Since you did not close my account immediately despite my clear request, I was able to make more deposits. I demand: Immediate and permanent closure of my account. Full refund of all deposits made between 20.7.2025 and today, totaling 1300 euros. I demand a refund of all deposits; if I do not receive a refund, I will file a formal complaint with the gaming licensee and Casino Guru.
Automatic translation:
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5 days 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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5 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues and the follow-up communication? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings 24Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
