The player from Germany had been trying to fully close his casino account for several months but only encountered delays and temporary blocks. This situation led to increased temptation to gamble, resulting in greater financial losses than anticipated. The Complaints Team explained the difference between account closure and self-exclusion and requested further information and communication from the player to assist with the issue. Due to the player's lack of response to inquiries and reminders, the complaint was closed for the moment. The player was informed that he could reopen the complaint anytime by resuming communication with the Complaints Team.
24slots Casino - Player’s account closure request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
24slots Casino
Safety Index 2.4 Very lowCase summary
Discussion
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3 weeks ago
Translation
Hello, I've been trying to close my account completely for several months! I keep sending emails because sometimes there's no response, or my account is only blocked for 30 days! Unfortunately, this has meant I've been repeatedly tempted to gamble, and my total financial loss is even higher than advertised! Sadly, one can
This cannot be traced back that far.
Casino!
Automatic translation:
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3 weeks 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 weeks ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Attila
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2 weeks ago
Dear John0306,
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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1 week 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,
Attila
Casino.Guru
