Casino Lab - Player's account remains open after self-exclusion.

Hallo

Ich habe mich im März 2025 bei Casino Lab wegen Spielsucht sperren lassen.

Ich konnte aber im Dezember das Konto wieder öffnen.

Ich möchte meine Einzahlungen zurück da ich Spielsüchtig bin und das Konto nicht hätte geöffnet werden dürfen.

Habe bereits Emails geschrieben das ich eine sofortige Schließung und Erstattung will aber bekomme keine Meldung.

Im Chat werde ich nur vertröstet das sich jemand per E-Mail meldet.

Passiert aber leider nichts.

Mein Konto ist weiterhin zugänglich und ich kann spielen.

Könnt ihr mir helfen das ich meine Einzahlungen zurück erstattet bekomme

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.

Hello,

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

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

• Could you please share your self-exclusion request or confirmation you received from the casino regarding the self-exclusion back in March 2025 as evidence?
• Under which circumstances was your account reopened?
• Who initiated the attempts to reopen your account?
• Have you unsubscribed from the casino's marketing communication?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Ich habe es per E-Mail an euch weitergeleitet

Vielen Dank

Thanks for your patience and for sharing the information with me.

After going through the communication you provided, I can see you communicated and provided transcripts from 2 casinos: CasinoLab and Spinsy.

Please note that online casinos are different entities, and self-exclusion in one online casino doesn't mean it will be activated in another.

Please let me know whether your account in CasinoLab is currently closed.

If there is any other evidence to support your complaint, please share it with me.

Ich habe an beid Mail Adressen geschrieben weil mir das auch komisch vorkam. Habe die weiteren Mails an dich weitergeleitet Konto ist immer noch offen

Dear Mandy007,

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 ([email protected]). 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,

Tomas

Dear Mandy007,

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.

Dear all,

We appreciate your patience.

Igor, we would like to inform you that we have contacted you via email. Please check when it is possible.

Best regards,

CasinoLab Team

Dear Casino Lab,

When the player requested self-exclusion in March and the account was closed, was it closed for a specific time frame or indefinitely?

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 all,

We truly appreciate your patience.

Please be informed that we are working on the request with the highest priority.

Thank you for being so patient with us! We really appreciate it.

Best regards,

CasinoLab Team

Dear Casino Lab,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.