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

Hallo!

I am writing to formally submit a complaint regarding your failure to close my account and disable deposits despite my clear request.

On 19 July 2025, I contacted you to close my account and block any further deposits, as I am experiencing gambling-related problems. However, as of today, my account is still active.

Because my account remained open, I deposited and lost €500 two days ago. This situation has caused me significant financial and emotional distress, and it is unacceptable that my request was ignored.

As per responsible gambling policies and consumer protection regulations, you are required to act promptly when a player requests account closure and deposit restrictions.

I kindly request that you:

Immediately close my account and block all deposits permanently.

Refund the €500 lost after my initial request on 19 July 2025, as this loss occurred due to your failure to act on time.

Provide me with a written confirmation of account closure and details of the actions taken.

If I do not receive a response within 7 days, I will escalate this complaint to the relevant regulatory authority.

I look forward to your prompt reply.

Kind regards

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Bello.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Have you send any additional emails requesting self exclusion, please? Could you please share those with me? Kindly share the information to my email at katarina.d@casino.guru.
• Could you please provide the exact date of your last deposit?

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

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear zoroporo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina