Alawin Casino - Player's account has been reopened after self-exclusion.

com, confirmed by their support via email.

Despite this, my account was reactivated without my consent, and I received a promotional bonus email which led me to log in.

During this period, I deposited and lost approximately 2000 EUR. I did withdraw around 1000 EUR, but the remaining losses occurred after my self-exclusion should have been enforced.

I have contacted Alawin support multiple times, but they have not responded at all.

This is a clear breach of responsible gambling obligations. I should not have been able to access my account, receive bonuses, or deposit funds.

All losses after self-exclusion were caused by the operator’s failure, not my voluntary action.

I request:

Full refund of all deposits made after self-exclusion

Permanent closure of my account

Evidence available:

Self-exclusion confirmation email

Bonus email received after exclusion

Deposit and transaction history

I ask Casino Guru to investigate this case and hold the operator account

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Dear Jevgenijj,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for clarifying and for providing the screenshot. I can see that in your original message you clearly stated "exclude me you ruined my life", and the casino subsequently confirmed the account closure. This wording may indeed indicate distress and could be interpreted as a request related to problem gambling, which is an important factor in assessing the casino’s responsibility.

To better understand the full situation and evaluate whether there was a breach of responsible gambling obligations, I would like to ask you a few additional questions:

• When exactly were you able to access your account again after it had been closed?
• Did you need to take any action to regain access (such as resetting your password), or was the account simply accessible again?
• Could you please provide the bonus/promotional email you received after the closure?
• Did you contact the casino again before making deposits, or only after the losses occurred?

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Sending you additional info about my account: they send me promotional email with 7euro bonus on 27th March, 3 weeks after my self-exclusion was enforced. I gambled on 1st April, then I got paid my salary. I actually asked them the reason why my account is active after receiving the bonus. They answered me that it was technical error but yet, they did not close my account right away. Unfortunately I dont have screenshot of that conversation. 

They only closed it now then I wrote them formal complaint. And no, I havent done anything to my account, just followed link they sent me, used same password which was saved on my phone and got access to my account.

Adding screenshots you asked, were you can see all communication with alawin. I did not asked them for anything since 5th March and got promo email on 27th. 

Really thank you for your help ans hopefully I will be refunded, because honestly I dont know how to battle my addiction.. self-exclusion doesnt work, blocking card from gambling websites also (because they mask transactions as gaming, tech. development etc.) so maybe you will be able to help me and people who will face that problem in the future.

Best regards,

Jevgenij

Hello,

The casino has not responded within the given timeframe. Could you please advise on the next steps and whether the case will proceed further?

Thank you.

Hi Jevgenij,

Thank you for your message and for the additional information provided.

Before we proceed further, I would like to clarify one important point. You mentioned that the casino informed you that the account reopening was due to a "technical error." Could you please specify where exactly this communication took place?

Was this explanation provided via:

• email,
• live chat,
• or another communication channel?

If possible, please try to locate and share any record of this conversation. Even partial evidence (emails, chat history, or timestamps) could be very helpful for our investigation.

At the same time, I would like to address the wording of your original request. While the phrase "exclude me you ruined my life" may indeed indicate distress and could be related to a gambling problem, it is not entirely explicit.

A properly trained support agent should ideally follow up on such a message—asking clarifying questions and determining whether this is a request for self-exclusion due to gambling addiction. However, the wording itself may also be interpreted as an emotional or frustrated request to simply close the account, rather than a clear request for gambling-related self-exclusion.

Your cooperation in clarifying the missing communication will help us evaluate the case more accurately.

Thank you.