The player from Germany requested a self-exclusion from the casino on August 11, 2026, due to gambling addiction; however, this request was ignored. He was able to deposit €178 and was now seeking clarification on the matter, permanent account closure, and reimbursement for his loss. We were unable to move the complaint forward because the casino had already accumulated more than 10 unresolved cases under our No Reaction Policy and did not cooperate with our mediation attempts. As a result, the complaint was closed as unresolved, and the casino’s rating was affected by this outcome.
BetNjet Casino - Player's account is still active despite self-exclusion request.
Unresolved
Our verdict
No reaction policy
Black points: 66
Amount: €178
BetNjet Casino
Safety Index 3.0 Very lowCase summary
Discussion
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4 weeks ago
Translation
Dear Casino Guro Team.
I hope you can help me.
On August 11, 2026, I requested a self-exclusion from the above-mentioned casino due to my gambling addiction.
This has been ignored to this day.
Therefore, I was able to deposit €178 again today without any problems and gamble away my money.
I hereby instruct you to clarify this matter and to permanently close my player account due to my gambling addiction, and furthermore I demand that the casino reimburse me for my loss of €178.
I will add screenshots when editing.
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
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 forward all communication between you and the casino's customer support regarding your self-exclusion requests to veronika.f@casino.guru? Please include the full emails in their original format rather than screenshots.
- After you did not receive a response to your initial self-exclusion request, did you try contacting the casino through any other communication channels, such as live chat or social networks?
- Is your account at this casino fully verified?
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
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3 weeks ago
TranslationGood morning,
I wrote you an email.
Please note that my email address is different.
is linked to my registered email address at the casino.
Automatic translation:
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2 weeks ago
Dear MPMP93,
Unfortunately, we have reached a point where we are unable to move forward with this complaint. Under normal circumstances, we would now contact the casino and ask for its explanation. However, BetNjet Casino already has more than 10 complaints closed under our "No Reaction Policy," which indicates that the casino is not interested in cooperating with us in resolving player complaints.
Sadly, we are therefore forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand that this is not a satisfactory resolution to your issue. However, the decrease in the casino's rating resulting from unresolved complaints may eventually encourage it to reconsider its approach to handling player complaints.
Regrettably, we have no other option, as BetNjet Casino has repeatedly failed to respond to our attempts to mediate complaints. You can review our previous unsuccessful attempts to communicate with the casino in other published complaints.
We have sent numerous emails and attempted to establish communication through live chat representatives as well as members of the casino's affiliate team. Unfortunately, these efforts have not resulted in meaningful cooperation from the casino.
I am sorry that we could not be of more help on this occasion.
The casino may request that this complaint be reopened at any time.
Best regards
Veronika
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