The player from Germany repeatedly requested the permanent closure of his account at Alawin but received no response, and his account remained open. He sought assurance that he could not reactivate the account or create a new one. We asked him to clarify whether he wanted simple account closure or self-exclusion and to forward his original closure requests and the casino’s replies, but he did not respond to our follow-up messages. As a result, the complaint was closed for now due to lack of cooperation, and no further investigation could be completed.
Alawin Casino - Player’s account remains open despite closure request.
Closed
Our verdict
Player stopped responding
Amount: ??
Alawin Casino
Safety Index 2.7 Very lowCase summary
Discussion
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4 weeks ago
Translation
Hello ,
I keep writing to the casino, asking them to permanently close my account.
Alawin simply does not answer or react.
My account is still open!!!
Here is the text
Dear Support Team,
I hereby request the permanent self-exclusion of my player account at your online casino.
I request that you permanently close my account with immediate effect and permanently exclude me from re-opening in accordance with your policies. Please ensure that I have no possibility of reactivating my account or opening a new player account with you, to the extent permitted by your legal framework and applicable laws.
Automatic translation:
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3 weeks 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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3 weeks ago
Dear Kwleon,
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 original 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 weeks ago
Dear Kwleon,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
