Casino Lab - Player’s account keeps reopening without consent.

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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Stay safe.

Dear player,

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 attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear player, thank you for your response. In order for me to properly assess the issue, could you please forward your original self exclusion request? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here. Additionally, could you please forward the promotional offers sent by the casino as well?

Thank you in advance for your reply.

Dear Attila,

I forwarded you the conversation I had with their support from their automated mail where they give the transcript. I forwarded you 3 offers I got after this transcript , 2 of them after I made this post.

Unfortunately , I deleted phone messages , but when they send new ones on phone , I will send them as well.

Sincerely ,

[Redacted]

Dear player, thank you for the emails. Could you please forward your original self-exclusion request as well?

Dear Attila ,

I have deleted the first request for self-exclussion , since it was 6 months + ago.

Sincerely,

[Redacted]

Dear Player,

Thank you for your response. I would like to inform you that your original self-exclusion request is an essential piece of evidence, and not having it may limit our ability to assist you with this matter effectively.

Do you currently still have access to your account? Additionally, could you please confirm whether the casino has acknowledged the gambling concerns you brought up on January 28th?

Thank you very much for your cooperation.

No. The casino has not closed my account. It is still open 3 weeks later.

Nevermind this casino. You guys are impartial and always on the casino side. xD

I am saying a casino is REFUSING to close my account and you stall this week after week , taking always maximum time so I give up.

How can I close my account here?

This site has become a gambling advertisement.

Dear Player, thank you for clarifying that your account is still active. I understand how frustrating this situation can be, and I appreciate your patience. Please let me know if you would like to proceed with your complaint to the next stage of our process, where it will be handled by your dedicated resolver, or if you would prefer to close this complaint.

Thank you for your cooperation.

We are here for 1 month almost.

I would like to go further , but you guys seem to not be intrested.

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,

Attila

Dear polmenakos,

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.

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.

Dear polmenakos,

I have repeatedly tried to contact Casino Lab but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor