The player from Germany was struggling with a gambling addiction and had repeatedly requested a permanent account closure at Andromedasino, but the casino was only offering a maximum self-exclusion period of 30 days. The customer service’s refusal to accommodate his request raised concerns about player safety and responsible gambling. We asked for clarification and supporting communication about his account access and the casino’s response, but he did not reply to our messages or reminder. As a result, the complaint was closed for now because we could not continue the investigation without his cooperation.
Andromedasino Casino - Player's account closure request is being denied.
Closed
Our verdict
Player stopped responding
Amount: ??
Andromedasino Casino
Safety Index 4.3 LowCase summary
Discussion
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2 weeks ago
Translation
I am currently suffering from severe gambling addiction and have repeatedly requested that Andromedasino permanently close my account.
Instead of respecting my self-exclusion request, the casino put numerous obstacles in my way:
First, I was forced to write to a different email address and fill out a form that only provides for a ridiculous maximum exclusion period of 1 month.
When I protested that a one-month period was useless for gambling addiction, customer service (employee Susana) officially replied in writing: "Kindly note that the maximum self-exclusion period we can apply is 30 days, and this duration cannot be extended or changed." They even suggested I simply request another 30-day ban after the initial period expired, completely ignoring my addiction.
This is a blatant disregard for player safety and responsible gambling. I have attached screenshots of all relevant email correspondence proving their refusal to permanently close my account. I respectfully request that CasinoGuru intervene and enforce the permanent closure of my account.
Automatic translation:
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2 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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2 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Andromedasino Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 week ago
Dear Hundeanleinen,
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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2 days 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,
Tomas
Casino.Guru
