The player from Germany had requested the permanent closure of his account on February 14, 2024, but the casino did not comply and allowed him to continue depositing a total of EUR 4,888. He later sought a refund for these deposits on April 16, 2025, but his requests went unanswered, including a second reminder. The Complaints Team reviewed the player's communication and clarified the distinction between account closure and self-exclusion, noting that the casino was only obligated to protect players who disclosed gambling problems. Since no such disclosure had been made, the request for a refund could not be supported, leading to the closure of the complaint.
BookofCasino - Player requests refund after account closure request.
Closed
Our verdict
Other
Amount: €4,888
BookofCasino
Safety Index:Very lowCase summary
Discussion
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8 months ago
Translation
Dear Casino Guru Team,
On February 14, 2024, I requested BookOfCasino to permanently close my account via email.
Despite repeated written requests, my account was not closed.
After this request, I continued playing and deposited a total of EUR 4,888 – which the casino allowed me to do, even though my desire to close was made clear.
On April 16, 2025, I officially requested the casino to refund these deposits. There was no response. A second, legally binding reminder dated April 24, 2025, was also ignored.
I request your assistance in pursuing my refund. I am willing to provide all supporting documents (emails, bank statements, proof of payment).
Thank you in advance for your support.
Best regards
Christian ****
Email address at BookOfCasino
[removed by casino.guru admin]
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Dear Christian99,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BookofCasino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
- Could you please advise when was the last time the casino allowed you to deposit?
I would recommend that you send another request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings BookofCasino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.
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
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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8 months ago
Thanks for the confirmation and the provided information.
Could you please share your self-exclusion requests from February 14th and from April with me? Please share the information with my email at [email protected]
Thanks in advance for your reply.
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8 months ago
Translation
Dear Tomas,
I sent them several emails, with all screenshots and a small number of emails where I asked them to close my account
Automatic translation:
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7 months ago
Thanks for your patience.
I went over the communication you provided.
First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has minimal impact; the player can reopen the account at any time, and the casino has no obligation to protect the player.
On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.
We can only ask the casino to refund you if you informed the casino about suffering from gambling problems or addiction, since we believe the casino is obligated to protect you i such circumstances. Contrary to that, if you didn't inform the casino about any gambling issues or addiction, you are responsible for any wins and losses. From the conversations you submitted, no gambling issues or addiction were mentioned, therefore, we won't be able to assist you with requesting a refund of lost funds.
Since you confirmed the casino closed your account, we can't further assist you in this case.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
