The player from Greece had self-excluded from gambling on August 4th, 2025, but Casinoandyou did not close his account, allowing him to continue gambling and incurring losses of €1,060. He sought assistance in recovering his funds due to this violation of responsible gambling principles. The Complaints Team concluded that Casinoandyou was not obligated to enforce the self-exclusion from the sister casino and that the player had continued gambling until he requested closure. As a result, the complaint was rejected, and assistance in recovering the funds was not provided.
CasinoAndYou - Player’s account remains open despite self-exclusion.
Closed
Our verdict
Unjustified complaint
Amount: €1,060
CasinoAndYou
Safety Index:Above averageCase summary
Discussion
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7 months ago
Dear Casino Guru,
On August 4th, 2025, I informed Casinoandyou via live chat that I am self-excluded due to a serious gambling addiction from their sister casino Betandyou. Despite this, they did not close my account and allowed me to continue gambling, which resulted in a loss of €1,060.
This is a clear violation of responsible gambling principles and of my right to self-exclusion. I kindly request your assistance in resolving this matter and recovering my funds.
Best regards,
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7 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please note that GCB-licensed casinos are not obligated to enforce self-exclusion across associated brands.
Did you respond to the casino when they asked whether you have a gambling addiction?
Is your account currently closed, or is it still active?
Have you sent any account closure or self-exclusion requests directly to CasinoAndYou?
If yes, could you please forward those messages to my email address: dominika.l@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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7 months ago
Translation
Dear Dominika,
On August 4, 2025, I informed Casinoandyou via live chat that I was already self-excluded from the sister casino Betandyou due to a serious gambling addiction. However, at Casinoandyou, my self-exclusion was requested on my behalf after I had already gambled and lost the amount of 1,060 euros.
Even though they knew about my addiction and previous self-exclusion, they allowed me to continue playing until I requested closure. This, in my opinion, violates the basic principles of responsible gaming.
I will forward you the relevant conversation excerpt for proof.
Best regards,
Automatic translation:
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7 months ago
Dear player, thank you for your reply and for providing further clarification.
As I previously mentioned, please note that GCB-licensed casinos are not obligated to enforce self-exclusion across associated brands. This means that your self-exclusion at Betandyou was not automatically valid at Casinoandyou unless you had directly requested it.
Additionally, based on your own statement, your gambling activity at Casinoandyou continued until you informed the casino of your gambling addiction and requested closure. Since your self-exclusion was only requested after you had already gambled and lost, the casino was not in violation of any specific self-exclusion obligations prior to that point.
We understand that this situation is very difficult, but unfortunately, since your account is now closed and the gambling occurred before the request for self-exclusion, we are unable to assist you further with the recovery of these funds.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
