BookofCasino - Player's account closure request is ignored.

Casino weigert sich schon seit Ewigkeiten den Account zu schließen, letztens fragte ich wegen einem Einzahlungslimit an (siehe Anhang).

Antwort war mehr oder weniger: Ich solle einfach nicht mehr bei ihnen spielen, es sei nicht ihr Problem

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. 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 almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Are you feeling that gambling is becoming challenging and stressful? Are you thinking about casino games a lot?

Have you tried to request a self exclusion via email, please? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

How long have you been a player at this casino, please?

Thank you very much in advance.

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hallo, ich habe bereits mehrfach an die vom Casino genannte E-Mail-Adresse geschrieben, aber nie eine Antwort erhalten.

Habe ihnen auch eine E-Mail mit den Screenshots geschickt

Hello,

thank you for your email and message.

Could you kindly state the reason you wish to close your account, please?

Are you feeling the gambling is becoming stressful and challenging?

Looking forward to your reply,

Katarina

Ich werde immer wieder rückfällig und kann einfach nicht aufhören. Egal wie sehr ich es auch probiere.

Ich habe bis jetzt jedoch kein Casino gesehen, das mir die Kontoschließung verweigert und auch keine Einzahlungslimits akzeptieren will. Heißt BookOfCasino ist wirklich das schlimmste von allen

Hello,

thank you for your message.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• 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 due to gambling problem

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 casino email support@bookofcasino.net (you can include me in the copy at katarina.d@casino.guru) 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,

Katarina

- Ja, ich habe den Support bereits mehrfach darüber informiert, dass ich auf meine E-Mails keinerlei Antworten bekomme.

Die kommen dann mit der Ausrede das es aktuell zu längeren Wartezeiten kommen könne wegen vieler Anfragen. Man solle sich jedenfalls diesbezüglich immer an support@bookofcasino.net wenden. Antworten bleiben wie gesagt immer aus.

-Ich habe leider heute wieder Einzahlungen getätigt, ich kann ungehindert weitermachen.

Werde demnächst nochmal eine Email an support@bookofcasino.net schreiben und sie in die Kopie nehmen, es wird bloß mit Sicherheit keine Antwort erfolgen

I sent them a email (at the 4th of August) to customercare@bookofcasino.net as they recommend (because of my request)

I put you in the copy.

But they didnt answer so far, and they wont (as always)

They will never close my account. They literally dont care about anything.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello DontGamble,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to tell us, how much money you have lost since your latest self-exclusion request on 31/7. I would also like to invite the BookofCasino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why is the account still opened? Thank you in advance for providing us with your view of the issue.

I have lost 1461€ since the 31/7

Dear DontGamble,

thank you for your response. Just to clarify, was this only your real money or also bonus money?

Only real money

Dear Martin,

Thank you for bringing the matter to us.

We want to inform you that when a player wants to submit a self exclusion request, they must do it to our specialized email address, as stated in our Terms and Conditions, where our dedicated department handles them.

The player was advised of the above already, and once they proceed sending the request to the aforementioned address, it will be handled accordingly. 

Kind regards,

BookofCasino

i already sent this request to your "specialized email address" at the 4th of August!

And im still able to log into my BoC-Account btw.

still no reaction, I am still able to log in (but i didnt play there anymore)

Dear DontGamble,

thank you for your update. I am happy to hear you were able to resist the urge to play, I hope the account will be closed as soon as possible. In the meantime, we are still awaiting the casino's response.

Dear Martin,

Thank you for getting back to us.

As previously discussed, when a player wants to submit a self exclusion request, they must do it to our specialized email address - customercare@bookofcasino.net, as stated in our Terms and Conditions, from where the dedicated team handles such further.

From our side, when the player notified us that they would like to proceed due to gambling-related issues, they were promptly advised where to submit their request.

Additionally, we have noticed that in the beginning of the forum thread, the player was advised by yourselves to email support, which is inaccurate and could have caused confusion and obstructed the process of handling.

We would like to advise the player once again to email us at the corresponding address so their request can be further proceeded with. 

Best regards,

BookofCasino

How many "specialized email addresses" do they have?

I sent them another one now. I'm sure they won't do anything again. This Casino is pure scam

Dear casino representative,

thank you for your response.

Dear DontGamble,

please note that closure of your account can take up to 10 days in this casino, as proclaimed in their terms and conditions. I want to strongly advise you not to deposit or play your balance any further, and wait until the account is closed permanently.

Please let us know when the closure takes place. We will then evaluate the complaint again and provide you with our verdict.

They finally did it now. The account has been closed. But I'm not sure if its permanently closed.

Dear DontGamble,

thank you for your update, I am happy to hear the account has been closed.

Dear casino representative,

according to our information, the player had been instructed to send his request to customerassist@bookofcasino.net, which he did on 4th of August. In addition to this, he had tried to close his account repeatedly by messaging support and livechat, with some requests dating back to 2024.

Are you able to provide us with the player's deposit history, so we can calculate a possible refund?

Dear Martin,

Please be advised that the player was guided by the support team on how and where to submit a proper self-exclusion request. As the support team is not the department responsible for handling such sensitive matters, the player was directed to the appropriate team. This ensures the process is handled correctly and efficiently.

The player contacted support[at]bookofcasino.net on July 31st, seeking assistance with a self-exclusion request. The support team responded by directing him to submit the request to the relevant department, Customer Care, within a two-hour timeframe. However, instead of following the steps provided by the support team, the player - several days later - submitted the request to an incorrect e-mail address, as advised by a CasinoGuru representative in this thread. This resulted in further delays in the self-exclusion process.

Another thing we want to mention is that, in this thread, a representative of CasinoGuru misled the player, directing them to contact support@bookofcasino.net to initiate the self-exclusion procedure. We must emphasize that this email address is for general customer inquiries and does not deal with such requests, since, as we already explained above, there is a dedicated team only responsible for self-exclusion queries.

Once the player submitted their self-exclusion request correctly, it was processed in a timely manner - within less than 48 hours.

Kind regards,

BookofCasino

Dear casino representative,

thank you for your response. While we acknowledge your position, I would still like to reiterate, that according to the player, he was instructed by support to message customerassist@bookofcasino.net, which he did on 4th of August.

Can you please confirm on which date was the account permanently closed?

Dear Martin,

If the player believe that they have provided our support team with an RG indication and were directed towards the customerassist[at] address, please provide us with any item that supports this statement.

As we have previously explained - the player contacted support[at]bookofcasino.net on July 31st, seeking assistance with a self-exclusion request. The support team assisted him to properly submit the request to the relevant department - Customer Care, within a two-hour timeframe. However, instead of following the steps provided by the support team, the player - several days later - submitted the request to an incorrect e-mail address. This resulted in further delays in the self-exclusion process.

Having stated the above - once the player submitted a properly formatted request towards the correct address, it has been handled within 24 hours.

Kind regards,

BookofCasino

Dear casino representative,

this is an exchange from October 2024. Unfortunately, the player claims he has deleted many other emails from the casino, this is the only one he managed to find. Nevertheless, it is a testament to the fact, that he had been trying to close his account and struggling with his addiction for an extremely long time.

Also, this is a snippet from the casino's terms and conditions, just a couple of paragraphs above the customercare@bookofcasino.net. This might have fueled confusion even further.

Here at Casino Guru, we approach each complaint case-by-case, and this is especially true regarding responsible gambling issues. These issues should always override technicalities. The core issue remains, that the player has clearly indicated he was addicted, yet he was still allowed to play. From this moment, we believe the casino had a duty to act immediately and block the account to prevent further harm.

For this reason, and after evaluating all evidence available to us, we believe the fair resolution here is for the player to be refunded all deposits made after 31st of July 2025.

Dear Martin,

We'd like to address a few key points from your last response and overall for this complaint:

The exchange of communication back from October 2024 shown on the screenshots, highlights that the customer was redirected to sent their request to customerassist@bookofcasino.net, however it does not show the reason and context of the the previous correspondence which lead to this.

Furthermore, it seems that you did familiarize yourself with our Terms and Conditions, where it is clearly stated which email address is responsible for handling queries regarding gambling related issues. Kindly note that non-compliance with the terms is not justified by the ignorance of them.

Even though the player was given prompt instructions on how to proceed in order to manage their request for assistance, they chose not to follow them.

In addition to all of the above, from our point of view, the thing which caused further confusion and delay, was that a representative of CasinoGuru misled the player, directing them to contact support@bookofcasino.net to initiate the self-exclusion procedure. It is important to note once again that this email address is for general customer inquiries only; it does not handle requests of this nature.

Please note that there are no deposits made from the time the request was properly submitted until it was processed, reiterating that this happened in less than 48 hours, thus there are no funds to be refunded. The player's account was and will stay closed.

We believe this brings more clarity on our stance on this matter.

Kind regards,

BookofCasino

Dear parties,

further evaluations are ongoing regarding this matter. In case any new developments arise, please let us know.

Dear parties,

thank you for your continued cooperation. To proceed with the complaint resolution process, I would like to kindly ask you for a copy of the communication, which occurred after the player sent his requests to support@bookofcasino.net and to customerassist@bookofcasino.net.

Dear DontGamble,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Ok? But what do you want from me? I don't have any emails by BookofCasino anymore. As i said, I deleted them a long time ago.

No matter what, they will always find excuses. It's a waste of time

Dear casino representative,

are you able to provide such messages?

Dear Martin,

We believe that we have fully cooperated and provided clear, factual arguments in relation to this case.

Furthermore, please note that the player’s allegations and claims do not appear to be supported by sufficient evidence, especially given their recent statement confirming that all relevant documentation has been deleted.

This situation ultimately raises concerns about our ability to properly assess the case, as it remains open despite the absence of supporting evidence from the player's side.

Kind regards,

BookofCasino

Dear casino representative,

thank you for your cooperation throughout this case.

Dear DontGamble,

I am very sorry to confirm that we were unable to reach a positive outcome in this case.

We believe you have clearly and repeatedly informed the casino of your gambling problem and requested self-exclusion, the casino however didn't react immediately. Instead, the focus was shifted to procedural details, such as which specific email address should be used. This, in our opinion, does not relieve them of their responsibility, especially as you have communicated your desire to close the account on numerous instances.

Since the casino refuses to offer compensation, and since no further progress appears possible, we have no choice but to close this complaint as "unresolved."

We still believe that the best solution would have been for the casino to refund the deposits made after 31 July 2025, when the player’s first fully obvious self-exclusion request was submitted.