Casinozer - Player’s account remains active despite self-exclusion request.

 Dear casinozer Support,

I am writing to formally raise a complaint regarding your failure to act upon multiple previous requests I made to permanently close my account due to gambling addiction.

On several occasions prior to my recent deposits, I contacted your support team via email asking for my account to be closed and for myself to be excluded from your platform for responsible gambling reasons. These requests were made explicitly and in good faith, as I was struggling with a serious gambling problem.

Despite these clear communications, my account remained active, and I was allowed to continue depositing and gambling. This is a clear breach of your duty of care and your obligations under responsible gambling policies and consumer protection standards applicable to licensed operators.

I am therefore requesting a full refund of all deposits made after my initial self-exclusion request(s), as these were made while I was vulnerable and after I had already asked for protective measures to be put in place.

Please find attached any relevant documentation and proof of my prior communications. I expect a timely and responsible response to this issue.

If I do not receive a satisfactory resolution within I will escalate this matter to the appropriate gambling regulatory authority and consider seeking legal advice.

Sincerely,

[name hidden by Casino Guru]

[email address hidden by Casino Guru]

E-mail proof in attachment 

Enviado do meu iPhone

Início da mensagem reencaminhada:

[personal information hidden by Casino Guru]

Para: [email protected]

Assunto: Self exclusion

Please I want to self exclusion me, I’m addicted

[email address hidden by Casino Guru]

Enviado do meu iPhone

Dear Joaopabs,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

Could you please forward me the original email you sent to the casino requesting the closure of your account? Kindly include the casino's responses as well. You can send them to me at [email protected].

When exactly did you request to be self-excluded from this casino?

Have you sent just one account closure request via email, or have you tried reaching out to the casino several times via various channels? If you have more evidence with account closure requests, kindly forward them to me as well.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Thank you for your emails. Are you still able to access your account, or has it been closed in the meantime?

Have you tried contacting the casino via live chat or any other channels, since you have not received any response via email?

Dear Joaopabs,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The casino now said they don’t received my emails 😂

it’s a scam guys, please don’t play in this casino

Have you been in contact with the casino outside this complaint thread? Have you submitted any additional self-exclusion requests? If so, kindly forward me the most recent communication you had with the casino at [email protected]. Thank you for your cooperation.

Dear Joaopabs,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you for your email.

From the WhatsApp conversations, it seems that the casino has not received your previous account closure requests. Have you tried contacting the casino via WhatsApp when you first requested to be self-excluded and did not receive any response to your emails?

Have you now requested to be self-excluded via WhatsApp, since you have an active communication channel with the casino?

Yes, now they delete my account

Thank you for your reply.

Could you please specify the first time you contacted the casino via WhatsApp with the request to close your account?

When was your account finally closed? If you received any emails or messages confirming the closure of your account, kindly forward them to me at [email protected] or post screenshots here.

Dear Joaopabs,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.