Casinado Casino - Player's account remains open despite closure request.

Hi,

On March 5th, I was able to register with Casinado 1684 despite being a Spanish resident and having self-excluded from all available self-exclusion programs. Additionally, I have a gambling block on my bank account, but the casino’s payment processors bypassed this restriction.

I deposited a total of €360 before contacting live chat to request account closure due to gambling issues. Instead of closing my account immediately, I was told I had to send an email—an unnecessary barrier, especially for players struggling with gambling addiction.

I sent the email the same day, clearly stating that I have gambling issues and requesting both account closure and a refund of my deposits based on the above violations. However, the casino has not responded, my account remains open, and I was still able to deposit an additional €50 on March 8th.

This casino is failing to follow responsible gambling policies and is knowingly allowing a vulnerable player to continue depositing after requesting closure due to gambling addiction. They are also misleading players by directing them to AskGamblers for complaints, despite AskGamblers confirming they cannot help.

I request immediate action:

-Closure of my account to prevent further harm.

-A refund of my deposits due to the casino’s failure to enforce responsible gambling measures.

Thank you for your assistance.

Best regards,

Kaja

Dear Kajaer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you request self-exclusion directly from Casinado Casino? If so, could you confirm whether your account has indeed been closed as a result of that request?

Can you confirm whether you created your account by filling out a registration form and explicitly indicating your country as Spain?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hi Dominika,

Thank you for your reply.

1. I did not request a self-exclusion from the casino. I did however contact them in chat on March 6th, and asked them to close my account due to gambling issues. In chat, they informed me that I would have to send an email for such queries (account closure, self-exclusion etc). This is concerning enough on its own - a problem gambler should be able to close the account in some type of way directly. Nevertheless, I sent them an email, informing them I have gambling issues, and requested my account to be closed and deposits refunded. However, to this day, they still haven't replied, and my account remains open. On March 8th, I was able to deposit another 50 EUR.
2. When creating my account, I had to fill in my details, including my address and country (which is Spain).
3. I have sent you an email with the communication I've had with the casino (and my deposits).

Please let me know if anything else is needed.

Thank you for your assistance

Hi,

11 days later my account is still not closed

Hi, can I please get an update?

Dear Kajaer, could you forward me the account closure request you sent to the casino via email? My email address is dominika.l@casino.guru.

Has your casino account been closed?

Hi Dominika, I already sent you this a week ago. I have sent it again now.

They finally closed my account yesterday, but dismissed the rest of the case. I've sent you a copy of this as well

Dear Kajaer, to forward an email, open your email program and find the email you want to send. Open the email and look for a "Forward" button or option—typically found in the toolbar or under a menu. Click on it, enter the recipient's email address in the "To" field, and then hit "Send."

Hi Dominika, I've sent you clear screenshots of the communication twice now, but have now forwarded the emails as well.

Dear Kajaer, to better assist you with your case, could you please provide a timeline of all deposits you made to Casinado Casino, including the amounts, starting from March 6th when you first requested account closure? This information will help us better understand your situation.

Hi, here you see all my deposits, including the deposits made after the account closure request(s). Have also sent these screenshots to your email, including my bank statement showing the deposits (where it's clearly showing that they use different payment processors to bypass any gambling blocks)

Dear Kajaer, to better understand the situation, could you please clarify whether the €50 you deposited on March 8th was lost immediately, or did you have some time to play with it? If you did play with those funds, when did you stop playing with that money?

Hi, I can't remember to be honest. I played for a bit, but I assume I lost it pretty quickly. I first deposited €30 on the 8th, played for 30 minutes, and deposited €20 more right after, which I played and lost

Dear Kajaer, I want to express my understanding of the frustration you're feeling with this situation. It's completely unacceptable that the casino took so long to close your account, especially when you were seeking help for your gambling issues.

However, it's important to note that even though the casino was slow to process your request for account closure, the deposits you made were done shortly after your self-exclusion request and within the timeframe we accept for account closure processing. Therefore, while the delay in closing your account is a serious concern, the timeline of your deposits falls within the accepted period according to our guidelines.

As a result, we are unable to pursue refunds for those two deposits. I realize this may be disappointing, especially given the circumstances surrounding your situation.

Due to the aforementioned reasons, this complaint will now be rejected. 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.