Astrozino Casino - Player's account closure is being denied.

I requested to permanently close my account. The casino refuses to do so.

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.

Dear micheruff93,

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 due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

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

Ich möchte bei diesem Casino unter keinen Umständen je wieder spielen können. Entsprechend bitte aufgrund von Spielsucht die Sperre einrichten, falls dies dabei hift. Danke!

Hallo?

Thank you for your response. I sincerely apologize for the delay in responding. We are currently managing over 1100 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Astrozino Casino,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that self-exclusion cannot be lifted before the end of the agreed period."

Please use the provided template, send another email to Astrozino Casino (support@astrozino.com), CC my email address veronika.f@casino.guru, and keep me informed about any further developments. Thank you in advance.

Das funktioniert nicht, deshalb bin ich hier um Hilfe zu erhalten.

Thank you for your reply.

Did you send a new self-exclusion request to the casino as I instructed in my previous response? I have not received any such communication from you yet.

Sorry, aber ich mache mich mit nicht zum Affen. Entweder man hilft, wenn man Hilfe anbietet oder lässt es sein. Danke für Nichts.

Thank you for your reply.

Unfortunately, we cannot proceed with the investigation without your cooperation. I have explained what further steps are required for us to assist you with your complaint, but you have declined to take them.

As we have no further basis on which to continue the investigation, we are now closing the complaint as Rejected due to a lack of cooperation.

Should you decide to take the requested steps in the future, you may contact us again, and we can consider whether there are grounds to reopen the case.

Thank you for your understanding.

Best regards

Veronika