The player from Italy attempted to close her account at Bokofcasino after realizing her gambling addiction, but despite numerous emails, the casino did not comply. She sought account closure and the return of her winnings. The Complaints Team intervened, and the casino confirmed that her account was closed on June 6th as per her request. Although the issue was marked as 'partially resolved' due to her dissatisfaction with the communication process, the account closure was executed as requested.
BookofCasino - Player's account remains open despite requests.
Resolved
Our verdict
Partially resolved
Amount: ??
BookofCasino
Safety Index:Very lowCase summary
Discussion
Public
Public
8 months ago
Translation
good evening after hundreds of EMAILS the bokofcasino casino has not yet closed my account, I would like to point out that recently I was diagnosed with a health problem and I poured everything into gambling... realizing that I feel addicted to this, I closed all the casinos and I am attending a help, but this casino remains that after my incessant emails it does not close me... I knew that the disability pension was coming and I pressed for them to close my account before receiving it, I only had responses of... Why? But by then it was too late... I close it so they give me my money back or at least close this damned casino. thanks
Edited by a Casino Guru admin
Automatic translation:
Public
Public
8 months ago
Dear FEDEFE,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify when was the first time you mentioned a reason for closing your casino account?
Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses as entire emails, not just screenshots? You can send them to me at veronika.f@casino.guru.
When was the last time the casino communicated with you?
Thank you in advance for your cooperation.
Best regards,
Veronika
Public
Public
8 months ago
TranslationGood morning, I asked for closure with the wording SELF-EXCLUSION for gambling on May 31st.. before I wrote Closure of gaming account, but I did not receive the appropriate response.. did he always answer me or why? (I sent screenshots) I then started searching on the web and I found you with one of your players with a similar problem. They also offered me free spins at Roller zero on June 4th which I used.. and then continued playing. THANKS FOR YOUR ATTENTION.
Automatic translation:
Public
Public
8 months ago
Please forward me the email from 31 May when you mentioned gambling addiction for the first time at veronika.f@casino.guru. Has the casino responded to this email? If so, kindly forward me their response as well.
Public
Public
8 months ago
TranslationGood morning, on June 1st they contacted me writing to send an email to the customer at 7pm, which I did at 8.40pm ALWAYS with the wording SELF-EXCLUSION for gambling and putting all my data including the email of the game contact, then I received the email on June 4th of free spins gift.. once they finished I continued to play everything I had. 😭 I sent an email for confirmation
Edited
Automatic translation:
Public
Public
8 months ago
Please forward me the original emails you sent to the address customercare@bookofcasino.co, along with the casino's responses.
Public
Public
8 months ago
Thank you very much, FEDEFE, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
8 months ago
Hello FEDEFE, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of BookofCasino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
Public
Public
8 months ago
TranslationI hope that the casino will take the conscience to respond, I believe that it is a right to close a casino when you have the pure that gambling has become a problem for your life. In the hundreds of EMAILS I also referred to this. All the other open Casinos have not opposed and have closed my accounts, but Bokofcasino instead continues to push me further into the abyss by offering me free spins with Roll and without Thank you very much for giving me a voice.
Edited
Automatic translation:
Public
Public
8 months ago
Dear Matej,
Please be advised that the matter is being further checked.
We will provide more updates as soon as possible.
Best regards,
BookofCasino
Public
Public
7 months ago
Dear Matej,
Please note that the player has sent numerous emails through almost all communication channels. They did not structured their requests properly nor forwarded them to the designated address, thereby obstructed the whole process of handling and caused additional delays.
Once their request was properly formatted and submitted to the correct address, it was reviewed, actions were taken and their wish was granted in a timely manner - within the timeframe outlined in the T&Cs.
Kind regards,
BookofCasino
Public
Public
7 months ago
TranslationGood evening bokofcasino, I have sent numerous emails where you have always responded to me!! I had to use the different channels because none of them mentioned my request! Among other things, after having informed you of my problem on MAY 31, YOU CONTINUED TO OFFER FREE SPINS! I know that I have an addiction but I am managing it.. I have all your emails, I ask that 300 euros be returned to me.
Automatic translation:
Public
Public
7 months ago
TranslationGood morning .. I would like to clarify one last fundamental thing .. I was told to send an email to he specified which was the right channel..and I'm not a fortune teller..
Automatic translation:
Public
Public
7 months ago
Dear Matej,
Kindly note that there are additional checks undergoing.
Updates will follow as soon as possible.
Best regards,
BookofCasino
Public
Public
7 months ago
Dear Matej,
Please note that self-exclusion requests, as you are aware, are processed manually; after reviewing it, the relevant department acted in a timely manner and the account was closed on 6th of June. Additionally, in the days that followed the request, no deposits were made.
As stated, the player's wish was granted within the timeframe outlined in the T&Cs and the account will remain disabled.
Best regards,
BookofCasino
Public
Public
7 months ago
TranslationI would like to thank the guru casino for their patience, I would also like to tell bokofcasino that it was the worst and most unreliable experience of my short gambling experience, of course I did not deposit anymore I had already put everything I had, honestly I had hoped for a small refund but evidently in addition to being unfair you are also insensitive to the problem that YOU HAVE CREATED BY NOT WRITING CORRECTLY WHICH WAS THE RIGHT CHANNEL TO BE ABLE TO CLOSE THE ACCOUNT. I WISH YOU GOOD THINGS ANYWAY.
Automatic translation:
Public
Public
7 months ago
Dear BookofCasino team, thank you for the provided details and looking into this issue for us.
Dear FEDEFE, since your account has been closed now indefinitely as you wanted, yet it is clear you are not 100% satisfied with the outcome, I'll go ahead and mark the complaint as 'partially resolved' in our system. I appreciate your cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/it/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so there is nothing to lose. It is also recommended to have a family member or a friend to set up the password within the app and never divulge it to you, to achieve maximum safety online.
Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
