The player from Portugal did not receive proper support from the casino after she requested self-exclusion. Despite winning 1,200€ on February 28th, her withdrawal is blocked, and she has lost 18,000€ previously due to the casino's lack of responsibility in addressing her addiction. She seeks compensation for the health issues caused by the casino's actions.
Casino Lab - Player is requesting a payment after a failed self-exclusion.
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Current status
Waiting for casino to reply
1d 10h 11m 20s
Casino Lab
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1 month ago
Translation
Good afternoon dearest
My name is Angelina G. and unfortunately I am an addicted gambler
I have had results but the addiction does not allow me to withdraw these amounts, as proof I have already won 18,000 euros and the casino in question has always made it difficult to withdraw.
The reason I'm here today is because of the casino's lack of responsibility.
On February 15th I explained that I was addicted by email and asked for immediate self-exclusion from the account and they didn't respect that and continued to send promotions and offers to an addict until I couldn't resist and gambled again and lost almost all of my winnings as usual.
On the 28th I played and won by the way and when I went to withdraw, I had the withdrawal blocked and I went to send an email and they said that the account was closed since then I lost the account and the 1200€ that I have had there since the 3rd of 03 I never received and they always say to send documents that they will send the money and they never do and I believe they never will because that's how I lost the 18 thousand euros in December
As a result of their actions, I had an anxiety attack that made it impossible for me to work and I had to go to the hospital where I was put on sick leave for a week and I have to take heavy medication to sleep.
With this complaint I want to implore you to check out these casinos so that other people don't fall for it.
And that they compensate me with 5,000 thousand euros for the inconvenience caused to my health because nowadays I have to go to psychological counseling and I can't afford to pay any more.
Edited by a Casino Guru admin
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you received any response from the casino customer support to the email you sent on February 15?
- Have you tried contacting customer support several times through different channels with your self-exclusion requests? If so, kindly forward these communications to me, along with the casino's responses, at veronika.f@casino.guru.
- Which documents have you sent to the casino for the verification of your account so far? Have any of your documents been reviewed and approved by the relevant department?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
TranslationGood evening Verorika
thank you for replying
I have sent an email to your inbox.
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1 month ago
Hello Angelinaaa,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 weeks ago
Dear Angelinaaa;
I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.
I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
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3 weeks ago
Dear Angelinaaa,
Thank you for your message and for sharing your situation with us.
In order for me to properly review your case and assess whether the casino acted in accordance with responsible gambling practices, I kindly ask you to provide the following:
- A copy of the email where you requested self-exclusion from the casino (ideally including the full message, date, and recipient)
- Any further communication between you and the casino regarding your self-exclusion request or account closure
- If possible, screenshots from your casino account (for example account status, blocked withdrawals, or any relevant notifications), provided that you still have access to it
You can either upload the documents directly here in the thread or send them to my email at karla.m@casino.guru.
This information is essential for us to proceed with the investigation.
Thank you very much in advance for your cooperation. I look forward to your reply.
Best regards,
Karla
Casino Guru
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3 weeks ago
TranslationGood morning Carla
Thank you for taking on my case
I have sent the details to your email
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2 weeks ago
Dear Angelinaaa,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Igor, igor.p@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Karla Mayfly
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2 weeks ago
TranslationThank you very much for everything
I look forward to hearing from Mr. Igor
Thank you
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2 weeks ago
Dear Angelinaaa,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the Casino Lab and I hope that together we will come to a successful resolution of your issue.
Now I would like to invite a Casino Lab representative to join this conversation and participate in resolving this complaint.
Dear Casino Lab,
Could you possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
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2 weeks ago
Dear Angelinaaa,
Thank you for your patience.
Following a review of your account, we can confirm that it has been closed as requested.
We have also verified that a refund of 12,000 EUR was offered and successfully paid. This payment was processed following the agreement made by both parties to settle on this specific amount.
As the agreed-upon funds have been issued and the account is closed, this matter is now considered resolved.
Kind regards,
CasinoLab Team.
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2 weeks ago
TranslationDear CasinoLab Team,
Thank you for your reply. However, I believe there has been a mistake. I never received any funds or a refund in the amount of 12,000 EUR.
The only amount I received was a transfer of EUR 1,200, which was the amount I actually won on the platform. I would like to know if you have any proof or evidence that there was indeed an agreement for this refund of 12,000 EUR, as there was no payment in this amount.
I look forward to hearing from you. Sincerely,
AG
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2 weeks ago
TranslationIn addition, I can confirm that my account was indeed closed as requested - however, this closure took place late. I would like to inform you that I requested the closure of my account on February 15 for reasons of addiction, and this request was not respected.
After this request, I continued to receive promotional communications on February 16, 19 and 23, as well as on February 28, including direct contact from your VIP manager, Francisco, offering bonuses. I would like to point out that, after requesting closure due to addiction, any incentive to gamble is unacceptable.
I eventually gave in, given my condition, and deposited money again, until I made a gain of EUR 1,200. When I requested a withdrawal, it was blocked. When I contacted the VIP manager, I was informed - even in a call that I authorized - that my account had not been closed and that the problem would be resolved.
It should also be noted that I previously had a balance of approximately EUR 18,000 on the platform, which was never processed and the amount remained outstanding for over a week until, due to my addiction, I ended up losing the entire amount.
In the most recent case, the payment of the EUR 1,200 was only made after multiple complaints on my part and after I sent formal communications reporting the failure to comply with my self-exclusion request.
Throughout this process, I have suffered high levels of anxiety and stress, and have even taken sick leave and resorted to hospital care, according to the documentation already attached. I am currently on medication due to the consequences of this situation.
In view of all the above facts, I reiterate that this case has not been resolved. I am requesting compensation in the amount of EUR 5,000 for the damage and inconvenience caused, as well as formal clarification of the alleged payment of EUR 12,000.
I am sorry to have to insist on this matter, but I feel aggrieved, and I consider that there have been serious failures to comply with your own policies, as well as practices that I consider inappropriate.
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2 weeks ago
Dear Angelinaaa,
We thank you for your response.
Please accept our sincere apologies. In our previous email, there was a typographical error regarding the refund amount mentioned.
To clarify, the correct refund amount offered and processed was 1,200 EUR. We apologize for any confusion this may have caused.
As this payment was processed and paid following the agreement made by both parties, and the account remains closed, this matter is still considered resolved.
Kind regards,
The CasinoLab Team
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1 week ago
Dear Angelinaaa,
According to the casino, the amount of €1,200 was paid as part of an agreement between you and the casino.
Was there any communication between you and Casino Lab in which you agreed to this amount?
Additionally, if this is correct, could you please forward me the relevant communication?
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1 week ago
TranslationDear all,
I would like to clarify that there was never any agreement between me and Casino Lab regarding the payment of €1,200.
This amount corresponds to legitimate winnings obtained by me after I requested the self-exclusion of my account - a request that was not respected by the casino. When I tried to withdraw the money, it was blocked without any clear explanation. For several days, I contacted them via email and online chat without getting any concrete answers.
I even questioned whether my account had been closed due to the self-exclusion request. However, I was informed by the VIP manager, Francisco, that it was a misunderstanding and that the situation would be resolved - which did not happen quickly.
This delay significantly aggravated my situation, especially considering a previous episode in which I had €18,000 in winnings blocked for over a week, which ultimately led to me losing that amount due to my gambling addiction problem.
In the case of the €1,200, the prolonged lockout, the lack of response to my complaints and the late notice that the account would be closed just days after my initial request caused me high stress, anxiety and significant emotional impact. I would point out that the account was closed long after my initial request, which demonstrates a serious failure to comply with the self-exclusion policy.
In addition, I received direct contact from the manager, including phone calls with promotional offers, even after my self-exclusion request - which is completely unacceptable.
Let me make it clear that the amount paid was not the result of any agreement or compensation, but an amount that was owed to me and was only paid after numerous attempts on my part.
Due to all the inconvenience caused - including the impact on my mental health, the need for medical assistance, absence from work and financial losses - I hereby request compensation in the amount of €5,000.
I have documentation and proof of all the interactions, communications and consequences mentioned, and I am available to present them if necessary.
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1 week ago
TranslationIn these screenshots we can clearly see all the attempts I made to contact them to get my money back, they were desperate attempts and in the end I have attached two screenshots, one of them was on the 9th when I had already complained to some entities, I sent a screenshot of this complaint on the 9th and that's when on the 11th they replied that the payment had been made.
But I must stress that this payment was not made because of any agreement, it was sent because I insisted, I complained and after more than 10 days they decided to pay because I threatened them.
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1 week ago
Dear Casino Lab,
According to the player, no mutual agreement was reached. Could you please share any evidence regarding this agreement and provide all relevant information concerning the €1,200 refund?
Additionally, could you please send me the history of the player’s deposits and withdrawals?
You can send me an email (igor.p@casino.guru). Thank you for your cooperation.
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6 days ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
