500 Casino - Player’s self-exclusion is not being respected.

I self excluded on their site about a week ago. There wasn’t a specific timeframe for the self exclusion so I thought it would be indefinitely however I was able to deposit the next day and subsequently the days that followed it.

I have contacted them and made a complaint as I believe when you click self exclude it should be a straightaway exclusion to prevent any more deposits being made however they said I needed to sign back on 24 hours later to confirm the exclusion. When I signed back in there was no option to confirm the exclusion and I then proceeded to make multiple deposits over the course of 7 days.

They need to change their process because they don’t care if you want to self exclude. When you self exclude it should be an instant exclusion on your account to prevent this from happening

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Dear Johnboy365,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account?

Has an email been sent requesting self-exclusion, or was self-exclusion applied for via the responsible gaming section of their website?

Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

Hi There,

I didn’t close my account, I requested self exclusion because I didn’t trust myself.

However my account wasn’t self excluded and I was still able to log on and deposit as if I hadn’t self excluded.

I logged back into my account the day after I excluded and there was no messages or anything relating to the exclusion.

my complaint is that I should have not been able to deposit any funds after I self excluded myself.

I believe that when you self exclude it should be an instant block on the account so that it prevents anyone from depositing

Dear Johnboy365,

thank you for your reply.

To clarify, please understand that self exclusion does mean that your account will be closed.

• Do you feel that you are struggling with a gambling problem, please?
• Have you contacted support after you realized your self exclusion was not granted?
• Have you received any confirmation of your self exclusion being accepted, please?

Looking forward to your reply,

Katarina

Hi There,

my account has subsequently been closed.

i self excluded because I didn’t want to spend anymore money on the site for a while.

I submitted my self exclusion request through the website and when I went back on the website 24 hours later there was no pop up or anything asking me to confirm the self exclusion.

when a user self excludes themself it should make it an instant change to the account and furthermore it should prompt them when visiting the site to either confirm or prevent any deposits and games being played.

I didn’t receive any email stating that I needed to confirm my self exclusion.

Dear Johnboy365,

thank you for your reply.

I’m very sorry to mention this, but it appears that my previous questions remain unanswered. May I kindly ask you to provide the requested details? All of the information is essential for us to proceed with your case.

I would be grateful if you could please respond to the following questions:

• Do you feel that you are struggling with a gambling problem, please?
• Have you contacted support after you realized your self exclusion was not granted?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Ive sent an email

Dear Johnboy365,

thank you for your reply and email.

I have carefully read the evidence you have so kindly provided. Unfortunately, any mention of gambling problem is omitted. Is there any communication with casino support where you mention your struggles, please? If so, kindly forward it to me at your earliest convenience.

Looking forward to your reply,

Katarina

Hi Katrina,

I had previously self excluded a few times on the site but don’t have screenshots of those.

the point I’m trying to make is that I self excluded and then when I logged on 24 hours later I was still able to Deposit with no issues, there was no prompt to confirm self exclusion when I logged back in therefore they have not suitablly adhered to my request.

this has been going on for weeks now and I would like it to be resolved please.

they have a duty to their customers to make sure that when they request self exclusion it also appears as a prompt when logging back in and should under no circumstance allow them to make any deposits.

Dear Johnboy365,

thank you for your reply.

I fully understand and agree with your concern regarding the requested account closure. When a player asks for an account to be closed, it should be done promptly and exactly as instructed. Unfortunately, some online casino operators do use delays or obstacles as a means of customer retention, and I appreciate how frustrating that can be.

I would genuinely like to help you recover the funds you’ve lost. However, since no gambling-related harm has been indicated and there is no supporting evidence that could be used in mediation with the casino, my ability to take further action is limited.

That said, your account has now been permanently closed, which means no additional losses should occur. I’m truly sorry for the difficulties you’ve experienced, and if you have any additional information or documentation in the future, please feel free to share it—I’ll gladly reassess what can be done to support you.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

All the best,

Katarina