Casino-X - Player’s account is closed but issues persist.

I asked to close my account and made it clear that I was struggling with a gambling problem and mental health issues. My account was closed and I asked if there was any way I could get my money back. The answer was no, which I understand — I had lost the money myself.

However, I was suggested that I could reopen the account and get a cashback bonus. As a result, I started playing again. I then requested several times to close my account, but I felt that my requests were not responded to quickly enough. It took several days for the account to be closed.

Additionally, I continued to receive marketing and advertising messages even though I had explicitly disclosed my gambling problem and mental health issues.

In my opinion, the actions were not sufficiently responsible and did not comply with the principles of responsible gaming.

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.

Dear leevinieminen176,

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

To better understand the situation, please allow me to ask you a few questions:

• When did you initially first request to close your account?
• Do you recall the date when your account was reopened and when the cashback bonus was offered?
• Have you unsubscribed from the casino’s marketing communications?
• Could you please share copies or details of your self-exclusion requests with me? You may send this information to my email address at petra.h@casino.guru.

In the meantime, I also recommend reviewing the resources available in our Responsible Gambling Guide, which you can find here:

https://casino.guru/responsible-gambling-guide

I hope we will be able to assist you in resolving this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra

I requested account closure on November 17th.

the account was opened and the bonus was offered sometime in December, I don't remember the date. Now the marketing has been cancelled

Dear leevinieminen176

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 Martin (martin.l@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,

Petra

Hello leevinieminen176,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as currently do not have an established contact for the casino. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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 leevinieminen176,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

At least I got a reply to that email. en_support@casino-x.com

Dear leevinieminen176,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. 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 notify you by email.

I would also like to advise you to contact the Curaçao Gaming Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru