The player from Germany faced issues with his blocked account, with his requests for closure being ignored despite several emails. He highlighted that while he could not access the live chat or withdraw, he could still make deposits, raising concerns about his gambling addiction and its impact on his life. The Complaints Team concluded that the casino acted within a reasonable timeframe regarding the self-exclusion request, and as the player made deposits during the processing period, he was not eligible for a refund. Consequently, the player's complaint was deemed unjustified.
Casinolo Casino - Player’s account closure request is being ignored.
Closed
Our verdict
Unjustified complaint
Amount: €850
Casinolo Casino
Safety Index:Fresh casinoCase summary
Discussion
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4 months ago
Translation
Despite writing several emails, closing the account is permanently ignored, live chat does not work because I am blocked, deposit is always possible
Although I am banned from the entire universe because I am addicted and have family problems because of the game, opening an account was easy. I don't know how people can ignore people's rights like that. Where do we live?
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4 months ago
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear besarion,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinolo Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
- Could you please advise when was the last time the casino allowed you to deposit?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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,
Katarina
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4 months ago
TranslationTotal loss today is 1420 euros
I don't know what to do anymore
I am addicted, I have no desire to live anymore, I have lost my whole fortune in several casinos, it is no longer a life
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4 months ago
TranslationI have access to my account
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4 months ago
TranslationI lose money every day, that's not normal anymore, neither the email is displayed nor any response, that's not normal anymore
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4 months ago
TranslationWaiting until the last minute why still no results
Request for assistance refund
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4 months ago
Dear besarion,
thank you for your messages.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
Furthermore, a self-exclusion request is only valid when directly linked to the player's account via a verified email address. Online casinos cannot close accounts based on unsolicited messages from unregistered email addresses, as sender identity verification is mandatory. Note that casinos may not honor requests if the originating email address does not match the one on file for the account.
- Has the casino requested a KYC verification of your account, please?
- Could you please confirm the accuracy of the remaining information provided in your registration form?
- Could you please contact your payment provider directly to request a block on transactions to the casino's account?
Looking forward to your reply.
Katarina
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4 months ago
TranslationAccount has been closed viva live chat
Please help refund
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4 months ago
TranslationI would like to know why everything is so delayed. Finally, answer and everything always went so quickly. You are getting worse and worse. It's time to close your account.
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4 months ago
Dear besarion,
thank you for your messages.
Has you account balance been zero when the closure occurred?
Have you screenshotted your conversation with the live chat about the closure of your account?
Could you kindly share it with me? My email is katarina.d@casino.guru.
Looking forward to your reply,
Katarina
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4 months ago
TranslationNo, unfortunately not. I sent you everything I had. The account is closed, but unfortunately I lost a lot. The terms and conditions were not followed. The casino is not responding.
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4 months ago
Dear besarion,
thank you for your message.
Could you please clarify whether you had any account balance at the time of your player's account closure?
Looking forward to your reply,
Katarina
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3 months ago
Dear besarion,
thank you for your response.
According to the available evidence, you submitted your self-exclusion request on October 10th, and the casino closed your account on October 15th. We understand that you made multiple deposits within this 5-day period. However, due to the inaccurate email address provided during registration, closing your account has been more challenging, as the request originated from an unregistered email address. For account security and efficient processing, it is important to provide accurate information during registration. Please also note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.
From our perspective, Casinolo Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.
As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.
Katarina
