Aphrodite Casino - Player’s account has been closed without proper resolution.

I am submitting a complaint regarding Aphrodite Casino and the handling of my account and responsible gambling requests.

I am a Belgian resident and I had an account with Aphrodite Casino, operated by Softon Ltd.

I had previously been excluded from gambling in Belgium and I subsequently registered and played at this offshore casino. During my time at Aphrodite Casino, I experienced serious gambling-related problems and deposited substantial amounts of money.

An important part of my complaint concerns my attempts to have my account closed/restricted because of my gambling problems. I contacted Aphrodite regarding the closure of my account, but I do not believe that my request was properly handled. Instead, I continued to receive communication from the casino/VIP management concerning cashback, bonuses and promotional offers, and I continued to be able to gamble and make substantial deposits.

I subsequently submitted a formal complaint to Aphrodite Casino and provided information and evidence concerning my account, deposits, communications and the circumstances surrounding my requests for account closure. Aphrodite eventually suspended/closed my account after my complaint, but did not resolve my concerns regarding the deposits and losses made before the closure.

The deposits I am disputing total EUR 32,375, consisting of transactions made through several payment providers connected with my Aphrodite Casino activity. I can provide bank statements, transaction records, screenshots, correspondence with the casino and other supporting evidence.

I have also attempted to resolve this matter through ADR channels. EGIS ADR confirmed that Softon Ltd/Aphrodite did not have a contractual ADR agreement with them and therefore they could not handle my complaint. I have also contacted other ADR channels without obtaining a resolution. A regulatory complaint has additionally been submitted to the Anjouan Gaming Authority, but I have not received a substantive resolution.

Aphrodite Casino is currently no longer communicating with me regarding the substance of my complaint.

I am therefore asking Casino Guru to independently review the circumstances of my case, particularly the handling of my account closure/responsible gambling concerns, the communications from the casino/VIP management, and the deposits made in these circumstances.

I would like Casino Guru to contact Aphrodite Casino/Softon Ltd and ask them to provide their explanation and relevant records concerning my account, my requests for closure/restriction, the subsequent communications and the deposits made during the relevant period.

I am willing to provide all available evidence and cooperate fully with the complaint resolution process. I am seeking recovery of the disputed funds to the extent that Casino Guru determines that the casino failed to properly handle my responsible gambling/account closure concerns.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify the exact date when you first informed Aphrodite Casino that you were experiencing gambling problems or losing control of your gambling? What wording did you use, and through which communication channel did you submit this request?
• Please forward me the complete communication concerning your requests for account closure or self-exclusion, including the casino’s responses and your conversations with the VIP manager. Kindly provide complete, uncropped conversations with visible dates and times. If any requests were submitted by email, please forward the original emails in .eml or .msg format to veronika.f@casino.guru and include complaint ID 231142 in the subject line.
• On what date was your account finally restricted or closed? Please also provide your complete deposit and gaming transaction history covering the period from your first gambling-problem disclosure until the account was closed, clearly showing the deposits made and the resulting losses during this period.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika