The player from Germany had requested account closure in December due to gambling addiction but found his account reopened. He was demanding a refund of his loss, approximately €800. The Complaints Team reviewed the situation but concluded that without evidence of a self-exclusion request, they could not assist with the case. It was explained that proper documentation was necessary for such matters, and the complaint was subsequently closed.
BookofCasino - Player’s account has been reopened.
Closed
Our verdict
Insufficient evidence from player
Amount: €700
BookofCasino
Safety Index:Very lowCase summary
Discussion
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9 months ago
Translation
I requested an account closure in December, and today the account is open again. My addiction was stronger, and I'm demanding my loss of approximately €800 back. I told them I was addicted to gambling.
Automatic translation:
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9 months ago
Dear Dakky38,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsbile Gambling section and I found this:
3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from bookofcasino.net, he/she needs to contact us on the following email address: customercare@bookofcasino.net
Customer’s email needs to include the following information:
(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;
(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.
Do I understand correctly that your old account was reopened? Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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9 months ago
TranslationHello everyone,
Unfortunately, I have no evidence anymore because I deleted my folder with the sent emails.
But I know it 100 percent because I lost a lot of money in December. In that casino.
And the account was closed.
I was wondering why I was getting emails from them. Then I wanted to test it, and the account was open again.
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9 months ago
Thank you for your reply, Dakky38. Do I understand correctly that you currently have access to your casino account?
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9 months ago
TranslationNo, after I lost €738 the account was blocked without any questions or anything else.
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9 months ago
Thank you for your reply, Dakky38. I understand how frustrating it must be to feel like a casino has failed to protect you, but we won't be able to help you in this matter. The self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't provide the request and your account has been closed, we cannot handle this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.
When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately 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 xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
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 any issues with this or any other casino in the future.
