The player from Germany requested a self-exclusion from the casino on August 11, 2026, due to gambling addiction; however, this request has been ignored. He was able to deposit €178 and is now seeking clarification on the matter, permanent account closure, and reimbursement for his loss.
BetNjet Casino - Player's account is still active despite self-exclusion request.
Opened
Current status
Waiting for Casino Guru to reply
6d 20h 26m 44s
BetNjet Casino
Safety Index 3.6 LowCase summary
Discussion
Public
Public
3 days 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:
Public
Public
4 hours 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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Public
4 hours 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
