500 Casino - Player’s account remains open despite self-exclusion.

Dear team casino guro

I had previously declared that I stopped gambling due to severe gambling addiction and serious gambling-related problems.

I was permanently excluded from the gambling site Stake due to gambling-related problems.

500 Casino continued to send me promotional gambling offers. Unfortunately, in a moment of weakness, I considered returning to gambling to recover my previous losses. I accessed the 500 Casino website but quickly realized the risks and requested to set a maximum betting limit of $200.

What’s most alarming is that on June 1, 2025, I explicitly informed 500casino support team that I was self-excluded from gambling due to addiction and gambling-related problems. Despite this, your agent responded that such options were not available.

And what’s even more serious is that, despite my direct and clear notification that I was a gambling addict and self-excluded, my account was left open. On June 2, 2025, at 5:00, I deposited $2,400 and lost the entire amount.

No action was taken, even though legally my account should have been closed immediately after it became known that I was addicted, suffering from gambling problems, and self-excluded. When I requested a refund of my losses, the support team claimed that I had not shown any signs of addiction before losing the $2,400. However, I have clear evidence that I informed them of my gambling addiction on June 1, 2025.

Dear milen9,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

After reviewing the information and the screenshot you provided, we noticed that while you mention being self-excluded from another casino (Stake), your message to 500 Casino appears to focus on requesting a loss limit. Could you please clarify whether you explicitly asked 500 Casino to permanently self-exclude your account due to gambling addiction? This distinction is important for the investigation, as general requests for loss or betting limits do not automatically trigger a full self-exclusion under most responsible gambling policies.

It’s also important to note that features like deposit or betting limits are considered optional responsible gambling tools and are not mandatory under current regulations. While we understand your concerns and apologize for any inconvenience this may have caused, please note that our role at Casino.Guru does not include handling individual disputes that relate solely to the use or non-use of these optional tools. These features are generally meant to complement—not replace—stronger measures like self-exclusion or permanent account closures.

That said, if you wish to proceed with a proper self-exclusion from 500 Casino due to gambling addiction, we can assist you in submitting such a request. Please note that these requests are handled manually by the responsible gambling team at the casino and may take several working days to be processed. We recommend avoiding any further use of the account during this period, even if access is still technically possible.

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

Best regards

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Thank you for your response and for taking the time to review my complaint.

According to the rules of the GCB gambling authority, the website is required to immediately close the account upon becoming aware of my gambling addiction and related issues. Moreover, I have already been excluded from another casino for the same reason. Why didn’t the website exclude me as well?

And when I asked the website to refund my money, they told me that I did not show any signs of addiction. However, I have clear evidence — a message in which I explicitly informed them about my gambling addiction.

I would like to clarify an important point: on June 1st, 2025 at 11:19 AM, I explicitly informed 500 Casino’s support team that I am suffering from a gambling addiction and that I am self-excluded from other casinos due to this issue. While I also requested a loss/betting limit of $200, this was in the context of clearly declaring my addiction. The request was made with the full intent of preventing further harm and should have been interpreted as a call for urgent protective action—not as a general preference.

Unfortunately, instead of taking the proper measures to close or freeze my account, the support agent simply informed me that no such betting limit could be set. This response, despite the disclosure of addiction, failed to meet even the basic standards of responsible gambling protocols.

As I understand from Article 3, Paragraph 3 of the GCB guidelines, operators are obligated to act immediately when they are made aware of a player’s gambling addiction or self-exclusion history. In this case, 500 Casino was clearly notified, and no such action was taken. As a result, I was able to deposit $2,400 on June 2nd, 2025 and lost the entire amount—a loss that could have been entirely prevented had responsible action been taken.

I respectfully disagree with the suggestion that my message did not amount to a self-exclusion request. It contained a clear disclosure of addiction and a prior exclusion, which should have prompted immediate escalation to the responsible gambling team.

I kindly ask that you continue the investigation with this clarification in mind and help me seek a refund of the $2,400 deposit that was lost due to negligence in applying responsible gambling safeguards.

Have you informed the casino more than once that you are suffering from a gambling addiction? And have you clearly requested that your account be closed?

I completely understand your frustration, and I’m truly sorry you’re going through this. However, we’re only able to assist players when there’s sufficient evidence that a clear effort was made to close the account due to gambling-related issues.

Based on the screenshot you provided, we’re unfortunately unable to hold the casino accountable for not taking action. Ideally, the casino’s support team should have investigated your message more thoroughly, but it’s equally important for players to be explicit when requesting account closure due to addiction.

If you have any further communication with the casino that could support your case, please feel free to share it with me at veronika.f@casino.guru. Thank you for your understanding.

Dear milen9,

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.

Hello madam, I sent it to you 3 days ago in an email.

Thank you for your email.

Unfortunately, since you did not request for your account to be closed due to gambling addiction, we are unable to assist you with a refund of the deposits lost during regular gameplay.

Could you please confirm whether the casino has blocked your account in the meantime, or if you are still able to access it?

The best we can do at this point is guide you on how to properly request self-exclusion due to gambling addiction, should you wish to take that step.

There has been a normalization of gambling addiction with Casino Guru in favor of gambling sites. Even worse, if a user clearly informs a site that they are addicted, with evidence, the platform is legally obligated to immediately suspend the account. However, they often choose not to, because they exploit addicted players. Ms. Veronika, unfortunately, appears to be siding with the casino

On approximately 15 weeks ago], I contacted the casino’s support team and clearly state

d:

"Close the casino games section. I lost all my money. You are the reason. My gambling addiction has ruined me."

This message was a direct and unambiguous declaration of gambling addiction and a plea for protection under responsible gambling protocols. However, the only response I received was:

"We’re sorry to hear that, but there is currently no bonus available for you."

There was no acknowledgement of my addiction, no referral to responsible gambling resources, and no action taken to restrict or close my account.

Later, as shown in my attached screenshot (dated 1 day ago), I again contacted support and stated:

"I am Self-ex from gambling due to addiction and gambling problems. I want to set a loss limit of $200 per day."

The reply was simply:

"We cannot set certain limits for the account, there’s no possibility, I’m afraid."

in clear violation of responsible gambling standards expected from a licensed operator.

There is a clear contradiction among the Casino Guru team members. Several of them confirm that informing a gambling site about addiction makes the site responsible for not closing the player's account. However, Ms. Veronika insists that a self-exclusion request must be explicitly made.

Petronela

Head of Complaint Resolution Center

3 days ago

Dear transporter,

Thank you for confirming the timeline and for forwarding the email from February 2024. Based on what we have so far, here is the final timeline including this point:

22.2.2024: You wrote to the casino asking to be removed from their database — however, there was no mention of a gambling problem in this message.

From 2.6.2025 onwards: We have supporting evidence that you informed the casino about your gambling problem and repeatedly requested help and permanent closure.

Could you please confirm if you deposited any funds into your casino account after 2.6.2025, when you first informed the casino about your addiction? This information is important for us to assess the situation properly.

Thank you in advance for your reply.

Thank you for your responses. I want to assure you that we handle each complaint objectively and strive to provide fair mediation between players and casinos. The outcome of a complaint is not decided by a single individual—many issues are discussed within our dedicated team and are never based on personal opinions or decisions.

In your case, you provided one screenshot of a live chat conversation where the purpose of your communication was to set a loss limit. You did not contact the casino with the intention of closing your account; therefore, we understand why customer support did not take any further action regarding that information.

We agree that, ideally, the support agent could have asked additional questions about your self-exclusion at another online casino. However, this alone is not sufficient for us to request a refund of your lost deposits on your behalf.

Please understand that in order to assist players with disputes against online casinos, we require solid evidence that the player genuinely asked for help multiple times and that, despite clear and explicit requests, the casino failed to act—leading to further losses.

Could you please clarify whether your account has been closed in the meantime?

Dear Veronika

Thank you for reply

i sent you proof in email

thanks

I have not received any additional emails from you. Could you please double-check if you typed my email address correctly? It's veronika.f@casino.guru.

Hello

I had previously sent it from the wrong email. I apologize, madam Veronika. I have now sent it correctly.

Thank you for your email. Please forward me the entire communication from 15 weeks ago, where you wanted your casino section to be closed due to gambling addiction.

Hello

i Reply you ms Veronika

Thank you for your email.

Unfortunately, we will no longer be able to assist you. The transcript of your communication differs from the screenshot you provided. Please note that submitting fake or edited documents is strictly against the rules of our platform. We offer our services free of charge to honest players, and we do not tolerate any form of fraudulent behavior.

For this reason, your complaint will be rejected, and your account will be closed. Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team