CasinoJoy - Player's account has not been closed as requested.

Dear Casino Guru Complaints Team,

I am submitting a formal complaint against Casino Joy regarding a serious failure to comply with responsible gambling obligations and to act on repeated account closure requests.

Casino Details:

Casino Name: Casino Joy

Issue Type: Responsible Gambling / Account Closure

Date of Issue: From 23/01/2026 onwards

Description of the Issue:

Over a period of several days, I sent multiple emails to Casino Joy requesting that my account be closed immediately. In those communications, I clearly stated that I was vulnerable and should not be allowed to continue gambling.

Despite these repeated requests:

My account remained open

Deposits continued to be accepted

I was able to gamble and lose additional funds

Once vulnerability and a request for account closure are declared, continued access and acceptance of deposits should not occur. Casino Joy’s failure to intervene resulted in avoidable financial harm.

Casino Joy will have full records of my communications, including the emails requesting closure and disclosing vulnerability, as well as internal logs showing continued deposits after these requests were made.

Resolution Requested:

Immediate and permanent closure of my Casino Joy account

A full refund of all deposits made from 23/01/2026 onwards, which should not have been accepted

Written confirmation that the account is permanently blocked

Due to Casino Joy’s lack of action, I am requesting Casino Guru’s assistance in obtaining a fair resolution in line with responsible gambling standards.

Important notice:

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Stay safe.

Dear anon9232,

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 forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hi Veronika

i have emailed the details as requested .

To clarify the casino haven’t replied to any of the emails .

thanks

To confirm account has now been closed .

still no reply or acknowledgement to any of the emails sent .

other details as per email sent directly to you .

thanks

*they did not tell me it has been closed , I just checked last night .

Thank you for your emails and replies.

Unfortunately, without any evidence showing that gambling addiction (or gambling-related problems) was mentioned in your account closure or self-exclusion request, we are unable to ask the casino to join the investigation or to request a refund on your behalf.

Please note that our complaint resolution process follows specific rules. One of them is that the player needs to provide sufficient evidence demonstrating that the casino was aware of the gambling problem and still allowed further deposits and gameplay. Without such evidence, the casino may reasonably state that no such information was provided, and in that case, it would be one statement against another, making the complaint impossible to resolve fairly.

If the casino later provides you with the requested communication, or if you manage to find your original email requests, please forward them to me, and I will be happy to reassess the case. Otherwise, we will unfortunately have to reject this complaint due to insufficient evidence.

Thank you for your understanding.

Thankyou .

i will retrieve the communications and get back to you.

I was previously advised that my complaint could not proceed because I did not have documentary evidence. I have now recovered and forwarded to you the full email thread from Casino Joy, which clearly shows that I asked for my account to be blocked and excluded due to gambling harm and financial distress.

I had also previously self-excluded from Casino Joy for the same reasons, which makes my later requests even more serious and should have triggered immediate protection.

On 21 January 2026, I emailed Casino Joy stating:

"I no longer wish to gamble and can’t afford to.

Close and block account permanently."

This was a clear request to be excluded from gambling due to harm.

Instead of actioning this request, Casino Joy replied asking why I wanted to leave and attempted to keep me engaged. I responded again later the same day:

"CLOSE AND BLOCK THE ACCOUNT.

I HAVE TOLD YOU I HAVE ISSUES.

THIS IS UNACCEPTABLE."

Despite this explicit statement of vulnerability and a direct instruction to block and exclude my account, Casino Joy did not apply any restriction. Instead, they replied offering options such as deposit limits and cooling-off tools while leaving my account active and usable.

In addition to the emails, I also repeatedly requested exclusion via Casino Joy’s live chat during the same period. These requests were not actioned and I remained able to access and use my account.

I have also received no further communication from Casino Joy since these emails, which has left me with no option but to bring this matter to Casino Guru for independent review.

At no point after these communications was my account blocked or excluded, despite my repeated requests and clear declaration that I could not afford to gamble and was experiencing gambling harm.

Under responsible gambling standards, when a player states gambling harm or financial distress and asks for their account to be blocked or excluded, the operator must act immediately and must not attempt retention or delay. Casino Joy failed to do this.

I am therefore requesting that this evidence now be reviewed and that my complaint be assessed on its merits. I am seeking a refund of all gambling losses incurred after 21 January 2026, when I first asked for my account to be blocked and excluded.

All relevant email evidence has now been forwarded to you.

They have a licence number assigned — e.g., OGL/2024/112/0974

https://gamingcontrol.spin-cdn.com/media/license_registry/20260202_20260202_ogl_license_registry.pdf

I would also like to add that after opening this complaint with Casino Guru, I contacted Casino Joy again multiple times by email to give them a further opportunity to respond and to block my account due to gambling harm.

The casino did not reply to any of these emails. My account was still open and accessible on 25 January 2026, despite my repeated requests for it to be closed and blocked. I only discovered that it had been closed several days later when I checked myself, and I was not notified of itthis by the casino.

This demonstrates that the failure to protect me was ongoing and not the result of a one-off delay or misunderstanding.

As already shown in the evidence provided, I clearly stated that I could not afford to gamble and that I had gambling issues, and I asked for my account to be closed and blocked. Despite this, Casino Joy continued to allow deposits and gambling.

Please confirm that, in light of this evidence and the continued lack of response from the casino, this complaint will now be escalated to the casino’s operator (Dama N.V.) for a formal investigation and that a refund of the affected deposits will be sought.

Thank you for the additional conversations you sent me. Could you please clarify when exactly you made your last deposits into this casino?

23/01 as per screen shots

*thankyou

Dear anon9232,

Thank you for clarifying the timeline.

After carefully reviewing the evidence, we understand that you first requested your account to be closed and blocked on 21 January 2026. According to the information and screenshots provided, your last deposits were made on 23 January 2026.

While we acknowledge that you expressed financial difficulties and asked for the account to be closed, we must also consider the standard processing time required for such requests. Self-exclusion requests are usually handled manually, and it takes several working days to review and implement the restriction.

Based on the timeline, the deposits were made within a short period (two days) after your initial request. We do not see sufficient evidence that the casino deliberately ignored your request over an extended period or intentionally allowed continued gambling after having a reasonable time to process the closure.

For this reason, we are unfortunately unable to request a refund of the deposits made from 21 to 23 January 2026, and we will not be escalating this case further.

Regrettably, I have no choice but to reject your complaint.

Best regards

Veronika

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