The player from Germany requested his account to be blocked but faced delays for two weeks. He received minimal support, was told to contact VIP despite not agreeing to that status, and was frustrated by the lack of communication and continued deposits from his account. We closed the complaint and the player's Casino Guru account at his explicit request, respecting his decision despite being unable to provide further assistance. Information about the Global Self-Exclusion Initiative and the BetBlocker service was provided to support his efforts to manage gambling access.
Alawin Casino - Player's account has not been closed.
Closed
Our verdict
Other
Amount: €2,400
Alawin Casino
Safety Index 6.1 Below averageCase summary
Discussion
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2 months ago
Translation
I've been waiting for my account to be blocked for two weeks now. I've written several emails, and support only replied once, saying I need to contact VIP because, according to them, I'm somehow a VIP player, even though I didn't agree to that. I've written several emails to VIP and again to support, who claim they don't have a translator to handle my message. During this time, they were able to continue depositing and playing. It's absolutely terrible. They're not responding to my messages. I've now sent several more emails demanding they block my account, but I haven't received a reply in the last few days. This is a wonderful time, especially after losing a lot of money.
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2 months 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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2 months ago
Dear D4646,
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 veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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2 months ago
TranslationI've repeatedly asked them to close my account, as I no longer play, and I've told them I'm a gambling addict and banned from OASIS, but they haven't responded. They supposedly put me in VIP mode and told me I had to register, which I did. I didn't even agree to the VIP status, and support keeps telling me they don't have any German-speaking staff. I still haven't received a response from them.
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2 months ago
TranslationI deleted the emails because it's pointless anymore; they won't close my account. I'll never go on that site again.
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2 months ago
TranslationPlease close my account; I no longer wish to use Casino Guru.
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2 months ago
We’ve closing this complaint and the Casino Guru account in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.
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.
