The player from Greece is facing repeated account openings by CasinoGuru and other related casinos without his consent, despite informing them of his addiction problem. He experiences daily promotional messages and has had a relapse, losing 2000€ at another casino due to this issue.
Casino Lab - Player’s account keeps reopening without consent.
Opened
Current status
Waiting for Casino Guru to reply
3d 6h 10m 47s
Casino Lab
Safety Index:LowCase summary
Discussion
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5 days ago
Dear CasinoGur,
This Casino , allong with severa other casinos of the lab , keep opening and reopening my account , without my concent , sending me promotions daily and spam my phone number with sms daily.
They don't stop even when I contact their live support and mention I have addiction problem.
Everytime I contact them , they ask me to send them an e-mail and then after 1-2 months they reopen my account again and again.
Because of them I had a relapse and lost 2000 on other casino.
Sincerely,
[Redacted]
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4 days 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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4 days ago
Dear polmenakos,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
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 the reason for closing your 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? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Attila
