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 tomas@casino.guru, 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 (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,

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.

Dear Igor,

We truly appreciate your patience.

We would like to inform you that we have contacted you via email.

Best regards,

CasinoLab Team

Dear Casino Lab,

Since the beginning of this case, you have repeatedly requested more time to look deeper into the matter.

It has now been almost a month, and no progress has been made so far.

Due to the aforementioned reasons, I will now set a shorter deadline than usual.

Additionally, I would like to ask you to provide any relevant information that will help move this complaint toward a successful resolution.

Otherwise, I will have to close this complaint as unresolved.

Please note that a player’s account should never be reopened once it has been closed due to self-exclusion or gambling-related reasons.

Dear all,

We sincerely apologize for the extended duration of this investigation and understand the need for a timely resolution.

Please be assured that we are not intentionally delaying this matter. We are currently finalizing the necessary details with our relevant department to ensure the information we provide is both accurate and complete.

We are working to provide a final reply very soon. We appreciate your patience as we move this complaint toward a resolution.

Best regards,

CasinoLab Team

Dear Casino Lab,

It has been over a month since the beginning of this complaint, and no progress has been made so far.

I will now reset the timer one more time.

If no progress, information, or evidence is provided, I will have to close this complaint as unresolved.

Dear all,

We truly appreciate your patience.

The player’s account was closed in March following a self-exclusion request. The closure was applied without a specific timeframe indicated at that moment.

Subsequently, we received a direct request from the customer asking for the account to be reopened, along with a confirmation that they were not experiencing any responsible gambling issues. Considering the confirmation received and the significant amount of time that had passed since the initial closure, the account was reopened accordingly.

Best regards,

Casinolab Team

Dear Casino Lab,

Thank you for your response and for providing the information.

I would like to clarify that once a player's account is closed due to self-exclusion, and no specific time frame has been established, the account must remain permanently closed.

This policy holds regardless of the amount of time that has passed or if the player has expressed a desire to reopen the account, claiming that they no longer experience gambling-related issues.

As a result, the player should be eligible for all deposits made after the account was reopened, minus any withdrawals.

Could I kindly request that you provide us with the player's deposit history since their account was reopened?

Thank you for your assistance.

Dear all,

We truly appreciate your patience.

Please be informed that the reuest has been forwarded to the relevant team. Once there is an update we will notify you immediately.

Best regards,

CasinoLab Team

Dear Casino Lab,

I request that you provide me with the player's deposit history since their account was reopened.

The explanations and our perspective were shared previously, along with clarifications on the player's eligibility for all deposits following the account's reopening.

Please be aware that if no progress is made within the upcoming timeframe, I will unfortunately have to close this complaint as unresolved.

Additionally, I must remind you of the importance of timely responses, as I have previously mentioned the need to avoid submissions close to the deadline. Given that this appears to be a recurring issue, I will shorten the timeframe to facilitate a quicker resolution.

Thank you for your understanding and cooperation.

Dear Igor,

We would like to inform you that we are working on the request with the highest priority.

Once there is the update we will inform you immediately.

We truly appreciate your patience.

Best regards,

CasinoLab Team

Dear all,

Unfortunately, even after more than a month, there has been no progress from the casino in this complaint. They continue to request additional time to investigate the case while assuring us that it is being handled with the highest priority.

However, despite multiple warnings, no actual progress has been made. Therefore, I have to close this complaint as unresolved, as it is unlikely that any progress will be made from the casino’s side, and keeping the complaint open would only waste both our time and the player’s time.

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