2UP Casino - Player's account has been closed after self-exclusion.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with 2UP Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you have entered all of your personal information truthfully on both your accounts?
• Have you passed the KYC verification on either of your accounts?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots 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,

Attila

Hello Complaints Team,

On 2UP.io, profile details and basic KYC are optional and were not required by the platform upon registration. As a result, profile fields were left blank on both accounts. I did not enter any nor false or misleading details on either profile.

Neither account underwent formal KYC verification, as 2UP does not enforce mandatory KYC for registration or deposits. However, because no profile data was required, I took the step of self-disclosing both accounts per the evidence provided which proved to the casino a clear link between the two, regardless of any profile information.

I will email with further evidence.

Thank you.

Thank you for your response. Could you please confirm whether you currently still have access to your account? Additionally, could you please forward receipts of the deposits made following the opening of your second account?

I look forward to your reply.

Hello,

I have emailed the deposit history information.

I can confirm I am still able access to the 2nd account but have not played on it since the incident.

Thank you for the clarification.

If neither account contained any personal information and neither account was KYC-verified, the casino may not have had sufficient information to identify that both accounts belonged to you and apply the self-exclusion across them. In that case, I'm afraid there is not much we can do in relation to your refund request.

However, you mentioned that you requested self-exclusion on both accounts. If this is the case, could you please clarify which email address was associated with each account and forward the self-exclusion requests for both accounts directly to my email at attila.g@casino.guru? Please forward the emails separately, rather than compiling them into a PDF document

Thank you for your cooperation.

Hi Attila,

I think there is a fundamental misunderstanding of the facts:

1. I never claimed I self-excluded both accounts: I self-excluded my first account (⁠⁠original) on 21 July 2026 due to a gambling problem.  

2. The casino had direct, actual knowledge of the link: Automated KYC was not necessary to link the accounts because on 3 August 2026, I explicitly gave the support agent ("Andrew") my self-excluded email address in live chat and asked if I could use the second account.

3. Staff explicitly authorized the breach: Instead of closing the second account or enforcing the self-exclusion, the agent explicitly told me in writing: "If your multiple accounts are self excluded and you only have 1 active account, then there will be no issue" and "there will be no worries, there will not be any issues".  

4. 2UP admitted this in writing: In their formal complaint rejection, 2UP explicitly confirmed that this live support conversation took place before I deposited, but refused to take responsibility for their agent's instructions. 

Under Casino Guru’s Fair Gambling Codex, an operator cannot escape liability for a responsible gambling failure when its own support staff is explicitly informed of an active self-exclusion and gives written authorization to deposit and play.  

I believe I have already provided sufficient evidence.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for the clarification.

To properly assess this part of your complaint, could you please provide the original live chat conversation with the casino's customer support in which you informed them about the self-excluded account and were told that you could continue playing on the second account?

So far, the evidence provided contains your email communication with the casino. We specifically need the direct chat with the support agent where the statements you quoted were made.

Please upload the chat screenshots/transcripts directly to this complaint thread or forward them to me at attila.g@casino.guru.

Thank you for your cooperation.

Best regards,

Attila

Hi Attila,

My email to you dated 10/Aug/2026 contains a PDF with the chat transcript/screenshots, I have re-forwarded it to you.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello kyle302, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of 2UP Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.