Casinozer - Player's account has been closed without a refund.

Hello,

I'm writing to you today because I'm having a dispute with the online casino Casinozer13.io. After receiving an advertisement from them, I deposited money on their platform. It turned out that the more I played and deposited, the bigger the promotions became. I received emails offering promotions and messages from the account manager encouraging me to play even more. I deposited a total of €12,050 in just one month… I spoke to the live chat agents several times about the situation and explained repeatedly that I was suffering from these financial losses, which represented my savings. One agent, instead of listening to my distress, told me, "Great! Glad you like our site!" Each time on the chat, the agents told me I needed to increase my activity to receive bonuses. I sent a message on Telegram to my personal account manager to explain my fragile mental state (I have had a long-term illness for several years, I recently recovered from a lengthy hospitalization, and I have a file with the Departmental Disability Services). I asked them to close my account and return my deposited funds. This manager closed my account but refused to return my funds. They also canceled my winnings from Wednesday (170 free spins) and my participation in the Pragmatic Play tournament (I was in 4th place and had won €850). For all these reasons, I am contacting you for help in recovering my deposited funds. I have all the necessary documents if needed. Thank you in advance for any assistance you can provide.

Sincerely, [Redacted]

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Hello,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Hello Attila, I replied to you via email.

Sincerely.

Thank you for your response. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Please let me know if you have informed the casino of any gambling-related problems prior to making your deposits.

Additionally, could you please confirm whether you currently still have access to your account? If not, could you please confirm the exact date when the casino closed your account?

I look forward to your reply.

Hello,

I was unable to save my chat exchanges because they were deleted before my account was closed on June 8th.

Sincerely,

[Redacted]

Dear Valou18,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this.

Since you do not have sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. 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.