The player from Germany had been attempting to close her account for months, citing gambling addiction, but had received no response from the casino. Instead, the casino had continued to add bonuses to her account, while she reported losing at least 5000€ in the last three months. The Complaints Team had reviewed the situation and determined that the casino did not adequately address her repeated requests for account closure and did not recognize her gambling addiction until the complaint was escalated. The casino had since closed her account following the complaint but had not received sufficient evidence of her prior communications regarding her addiction. As a result, the complaint was rejected due to a lack of valid evidence, despite the player's claims of multiple attempts to communicate her situation.
Cazino Stars Casino - Player's account closure request is ignored.
Unjustified complaint
Amount: €5,000
Cazino Stars Casino
Safety Index:Very lowCase summary
I've been trying to close my account for months. I've sent numerous emails, even with notes about gambling addiction, but there's been no response. On the contrary, they keep adding 10€ bonuses to encourage me to play again. I've lost at least 5000 in the last 3 months. Please help me.
Dear Kati09,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Veronika
I have forwarded screenshots to the specified email
Thank you very much, Kati09, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Account still open and bonuses, I sent another email today regarding account closure.
Hello Kati09,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Cazino Stars Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
Dear Kati09 and CasinoGuru,
Thank you for reaching out and expressing your concerns. We deeply apologize for any inconvenience this situation has caused.
Upon reviewing the account activity, we noted that various offers and bonuses had been requested and utilized, leading to the automatic cancellation of the closure request by our system. Additionally, our records indicate that Kati09 was active in our chat today, asking for a free bonus and inquiring about depositing with Paysafe. During the chat, Kati09 was asked if she was experiencing addiction and if she would like us to close her account, but the chat was closed without a response.
To address these concerns seriously, we have temporarily closed the account while we clarify the situation. We are committed to ensuring a safe and responsible gaming environment, and the well-being of our users is our top priority.
Thank you for your understanding and cooperation.
Best regards, Cazino Stars
It's a disgrace. I wasn't asked if I was addicted to gambling! The fact that I wanted to close my account countless times by email and had said so was obviously forgotten. Now that I've contacted you, it's suddenly working. And what about my money, which you were happy to take despite knowing??
Dear Kati09 and CasinoGuru,
Thank you for expressing your concerns. We deeply apologize for any inconvenience this has caused.
After reviewing the account activity, we observed that various offers and bonuses were requested and used, which led to the automatic cancellation of the closure request by our system. We also noted that Kati09 was active in our chat, requesting a free bonus and inquiring about Paysafe deposits.
During the chat, we asked if there was an addiction issue and if the account should be closed, but the chat ended without a response.
We take these matters seriously and have closed the account. Our commitment is to ensure a safe and responsible gaming environment for all our users.
Thank you for your understanding.
You have already documented that above, what do you want now? The fact is that I have asked for the account to be closed countless times, even saying that I am addicted to gambling, but there was no response! On the contrary, bonuses were given without me asking. Every other casino closes the account immediately if you say you are addicted to gambling, but there is no response from you. On the contrary, and I will repeat myself again, you have been very happy to accept my deposits and you have never asked me about your addiction to gambling. And that is a fact!
I looked through my emails again to the 20 where I asked for the account to be closed in July, citing my gambling addiction!! NO reply, no reaction from you. I can prove this, I only received emails when a bonus was added to my account.
Dear Crazino Stars Casino,
Do I understand correctly that you have received and acknowledged a request for self-exclusion from the player, citing gambling addiction? And, based on the player's activity, the self-exclusion process was stopped? Could you explain this situation in more detail?
Dear Kati09 and CasinoGuru,
We understand your request to close the account and the reasons behind it. As part of our commitment to responsible gaming, we take account closures due to addiction seriously. However, to consider closing your account on these grounds, we require supporting documentation that verifies any claims of gambling addiction. Unfortunately, we have not received any such certification from you.
Additionally, our records indicate that during recent interactions via chat, you expressed interest in receiving bonuses, which contradicts a genuine desire for account closure due to addiction concerns.
We understand that gambling losses can be difficult, but our terms and conditions specify that we are not able to reverse or refund balances based on post-play losses. Our responsibility is to provide a fair gaming experience, and, in line with these guidelines, we have maintained your account accordingly.
If you have further questions or would like additional resources for managing your gaming habits responsibly, we’re here to help.
THEY don't take anything seriously and make everything up the way they want it. I have never been asked by them to show any proof and they have never responded to any email from me asking to close my account, not even the one in July saying that I am addicted to gambling. No response, no restrictions, nothing. I even said in the chat that I am addicted to gambling and I was told that there was nothing that could be done and that I should send an email about what I did in July. I will be happy to send you the screenshot. Yes, and I played, I wanted to win back my losses, that's what happens with gambling addiction, and they were always happy to give me bonuses so that I could play. That's the truth, and the last time I asked for bonuses I had already lost. Only death is free, and you don't get anything from them without having paid in beforehand. They are ice cold, they don't care about human fates, that's what I read here, and admitting mistakes doesn't seem to be their strength either. The main thing is that their account balance is correct....
I will keep fighting and won't let them do this to me!!! Their statements and lies are contemptuous.
Dear Cazino Stars Casino,
Thank you for the provided explanation. I would like to mention that self-exclusion due to a gambling problem is a very serious issue because the players often lose control over their actions and are not thinking rationally. Informing the casino about a potential gambling problem is an important part of the self-exclusion process and we at Casino.Guru believe that if a player has a gambling problem and informs the casino about it, their account should be permanently closed without the possibility of reopening. Gambling addiction has an impulsive character, which means that it is completely normal for the players who are suffering from it to request self-exclusion in one minute, and then ask for a bonus moments later. That is why it is crucial for casinos to do the self-exclusion process as quickly and effectively as possible, so the players won't keep depositing and playing. It is also worth noting that it is an important step for the players to admit their addiction and inform the casino about it.
The self-exclusion request should have been honored in this case and the player's account should have been permanently closed.
I would like to ask you if we understood the situation correctly or if there is any other information as to why was the player with a gambling problem ignored while requesting self-exclusion.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Casino.Guru,
Thank you for reaching out.
At Cazino Stars, we place a high priority on responsible gambling and the well-being of our players. We understand the gravity of self-exclusion requests due to gambling problems and acknowledge the importance of promptly addressing such situations.
We have reviewed the case in question and would like to provide some clarity. During our examination, it became apparent that the initial communication from the player did not explicitly mention a gambling problem or a request for self-exclusion. The player's initial contact was regarding a bonus inquiry, and no indication of a gambling issue was communicated to our support team at that time.
Our policy is to immediately action any self-exclusion requests and ensure the permanent closure of the player's account upon receipt of such a request. We deeply regret any misunderstanding or miscommunication that may have occurred in this instance. We have since contacted the player to offer support and to finalize the self-exclusion process without delay.
We take gambling addiction and the measures necessary to address it very seriously. We continuously strive to enhance our processes to better support our players and prevent these issues from occurring in the future.
Should you require any further information or have any additional questions regarding this matter, please do not hesitate to reach out. We are committed to resolving this in the best possible manner for all parties involved.
Sincerely, Cazino Stars.
I am speechless and have read your reply twice. What did you check and which contact are we talking about here? I have constantly tried to contact you by email and chat about closing my account!! I will be happy to send you the dozens of emails. I also asked for my account to be closed in July, citing my gambling addiction, but you didn't respond. I can also send you this email again. So don't act like you're taking this issue seriously. That is simply a lie. On the contrary, when I didn't play every day, I was often credited with bonuses so that I could get into the casino. I won't say what the intention behind this was. And of course when I played and lost, I asked for a bonus. The fact is that I informed you about my gambling addiction in the summer and you didn't respond!! I'm financially at the end of my rope and have lost more than €5000 with you.
Dear Kati09,
I truly understand your frustration and I appreciate your patience up until now.
Dear Crazino Stars Casino,
The player claims you have never replied to her emails. Can you comment on this fact? If you disagree, can you post the proof that you replied here in the thread?
Dear Casino Guru,
We appreciate your assistance in addressing this complaint. We would like to clarify the situation regarding the player's claim that we have not replied to her emails.
Attached, you will find a screenshot of our last chat with the user, dated 29 October 2024, in which we addressed her issue with Paysafecard. The user reported that she was unable to make a deposit despite having credit. Our representative responded promptly, informing the user of our serious consideration of the situation and asking for clarification on her intentions, as follows:
Chat Transcript (29 October 2024):
User (Kati09): Hello, why is Paysafecard not working again? Now I have credit and can't make a deposit. Support: I would love to help you, Kathrin, but you have lodged a complaint on Casino Guru. How should we understand this? Are you suddenly no longer addicted to gambling? Do you want to continue playing or should we delete your account? This is a very serious situation for us, so we are taking it very seriously.
The user logged out of the chat without responding. We take such matters seriously and are committed to ensuring that all players have a positive experience with our services. We remain open to resolving any further issues the player may have.
Thank you for your understanding and support.
Funny that you only refer to our last contact and not to the numerous emails in which I asked for the account to be closed and the email in July where I informed them about my gambling addiction! Regarding the last contact, I left the chat when I was told that I had complained to Casino Guru, so I can't 100% confirm what you're posting here in the chat. Furthermore, I find it really cheeky that you haven't mentioned a word about the previous 30 emails in which I asked for the account to be closed or the one in which I mentioned my gambling addiction (that was in July). You're trying to make a fool of me here, but I see you as the ones who didn't address my problem. On the contrary, you kept crediting me with bonuses when I hadn't been to the casino for a while. Strangely, I also got an information email or text message. That is the truth and nothing but the truth. Your casino is not to be recommended in any way!!! You can see that they are not meeting my needs in any way and are trying to accuse me of incorrect behavior and act as if they were not at fault. Sorry, that's not acceptable!
Dear Crazino Stars Casino,
Do I understand correctly that you state you never received any emails mentioning gambling addiction from the player?
Dear Casino.Guru
Upon reviewing our communication records with the player, we did not find any emails specifically mentioning gambling addiction. However, we did find several closure requests from the user.
These requests were automatically annulled by our system, as the user subsequently utilized and requested various bonuses.
If you need any further information or clarification, please let us know.
Sincerely, Cazino Stars.
Luckily I didn't delete it, you're welcome.
After that I sent about 30 more emails asking for my account to be closed, but I didn't get any response. I can't list them all here. Of course I checked and played from time to time because I could always log in and they gave me bonuses. But I was never contacted about my emails or gambling addiction.
Dear Casino.Guru,
Thank you for bringing this to our attention.
We have reviewed our records and could not find the specific email mentioned by the user. As previously discussed, we did identify several closure requests from the user. Our system is designed to automatically annul closure requests if the user subsequently deposits and receives various bonuses.
Regarding the issue of gambling addiction, once this concern was brought to our attention, we immediately sought to clarify the situation through our chat service. We have already provided a screenshot from the chat where this was addressed. Following the identification of the addiction issue, the user's account was promptly closed.
If you require any further information or clarification, please do not hesitate to contact us.
Best regards, Cazino Stars.
Why are you sending the same email as yesterday and constantly lying, suddenly my email is not known?? And you didn't respond to my email where I asked for closure and also mentioned my gambling addiction back in July!!!!! See the screenshot I uploaded.
Dear Kati09,
Did you inform the casino of your gambling problem on more than one occasion? Meaning, did you specifically mention gambling addiction more times than in the email from the 31st of July?
Dear Kati09,
I apologize, could you send me the emails where you mention gambling addiction again? Please, send everything to [email protected].
Dear Kati09,
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.
Dear Everyone,
I apologize for the delay; the investigation is taking longer than expected.
Dear Kati09,
Could you please confirm the email address from which you sent the message on July 31st?
Dear Cazino Stars Casino,
Am I correct in understanding that while the player submitted multiple account closure requests, the issue of gambling addiction was first mentioned to you in this complaint?
Of course I can confirm the email if you tell me how to do it. I forwarded you the email from this email address. I mentioned my gambling addiction twice by email, but unfortunately I only have the one from July, but also in the chat.
Dear Casino.Guru,
Thank you for highlighting this issue.
We couldn't locate the specific email in question but found several closure requests from the user. Our system automatically cancels these requests if users deposit and claim bonuses afterward.
Upon learning about the user's gambling addiction, we clarified through our chat service and promptly closed the account. A screenshot from the chat has already been shared.
Feel free to reach out if you need more information.
Best regards, Cazino Stars.
You are still ignoring the email from July badly
Dear Kati09,
Would you be able to share with us once again the email from July, but where the email address is clearly visible? On the screenshot you have provided, we can see only "Cazinostars Support". Also, if you have any other emails mentioning gambling addiction, please, share them with us in the thread.
I sent it to you and no, I only have the email from July, otherwise only the one where I asked for the account to be closed at least 15 times. If you send me your email address, I will forward it to you. LGKathrin
Dear Crazino Stars Casino,
Do I understand correctly that the fact that the player is suffering from gambling addiction was supposedly brought to you for the first time through this complaint? Also, can you tell me when exactly did you close the player's account?
Dear Casino.Guru,
To clarify your understanding, the first instance where the player’s gambling addiction was brought to our attention was through this complaint, on 29 October 2024. On that same day, the user was active in our chat, inquiring about deposit options and did not request account closure. Following the complaint, we took immediate action and closed the account to address the concern of gambling addiction and to assess the situation further.
We recognize that this matter has been ongoing since 23 October 2024, and we are committed to resolving it promptly. Please let us know how we can assist further to facilitate the closure of this case. Your guidance will ensure we provide the necessary information or actions to bring it to a conclusion without further delay.
We remain available for any additional questions or clarifications you may require.
Best regards, Cazino Stars.
Then I ask myself why they didn't respond to the email I sent them in July, asking them to close my account and stating my gambling addiction. I also stated in the chat that I was addicted to gambling. I was always told to send an email because it wouldn't be possible otherwise!! No, they never blocked my account, only when I opened the case here. Then it happened in a flash. I sent at least 10 emails in October alone asking for it to be closed. I'll be happy to forward them to them. Their attrition technique doesn't work on me. The fact is that I stated my gambling addiction in an email in July and they didn't close my account, then I lost €5000 by October and now they want to evade any consequences and act as if they did everything right. They are not interested in human fates.
Every other reputable casino blocked my account with immediate effect within a few hours for life!!!
Dear Cazino Stars Casino,
Can you please confirm for me, if the user's account is now permanently closed? Also, can you provide me with a screenshot of the emails sent by the player from your system so I can compare the dates of the emails with the dates of the emails provided to me by the player? You can send me all the relevant evidence to [email protected]. I will be waiting for your answer.
Dear Michal,
Thank you for your inquiry regarding the user's account.
We confirm that the user's account was closed and remains permanently closed as of the same day the complaint was received.
Regarding your request for a screenshot of the emails sent by the player from our system, we regret to inform you that we are unable to provide these details due to the General Data Protection Regulation (GDPR) and our internal casino policies. Therefore, we are not permitted to share this information.
Please let us know how we can assist further to facilitate the closure of this case. Your guidance will ensure we provide the necessary information or actions to bring this matter to a conclusion without further delay.
We remain available for any additional questions or clarifications you may require.
Thank you for your understanding and cooperation.
Best regards, Cazino Stars.
I am happy to release you from this obligation and you are welcome to forward my emails.
Dear Cazino Stars Casino,
Let me remind you that if you refuse to cooperate, I will be forced to close this complaint as unresolved due to insufficient evidence provided. A screenshot of the list of emails from the player in your system does not break any GDPR. Please, reconsider your stance on this matter.
Dear Michal,
Thank you for your patience while we investigated your concerns.
After verifying with our team, we are able to provide the screenshots of the email contacts from the user in question. To proceed, please provide us with the complete email address (currently we have: [email protected]) so we can send the screenshots to you.
Best regards, Cazino Stars
Thank you, Cazino Stars Casino for your willingness to provide the requested information. As I have stated in my previous reply, please send me everything you can to [email protected]. I will be waiting for your email.
Dear Michal,
Thank you for your response.
We encountered a glitch and noticed that the email address provided ([email protected]) seems to be incomplete, as it is missing the domain ending (.com / .net / .org). Please see the attached error message for reference.
Could you kindly provide the complete email address so we can send the requested information to you?
Thank you for your understanding.
Best regards, 
Stars Casino
Dear Cazino Stars Casino,
My email address is complete. Please, provide me with an email address where I can reach you, we will try to establish an email connection this way.
Dear Michal,
Thank you for your response.
Could you kindly contact us at [email protected]
Looking forward for your reply.
Best regards, Cazino Stars
Dear Michal,
Thank you for your response.
We have received your email and sent the screenshot on February 10th, 2025, at 8:34 AM.
Please check it.
Thank you, and we look forward to your reply.
Best regards, Cazino Stars.
Dear Cazino Stars Casino,
Thank you for the email. Just to clarify, do I understand correctly that the player's account was closed on the 29th of October, as this was the day that you have, in your own words, learned of the player's gambling issues for the first time? Or was the player's account closed at a later date?
Dear Michal,
Thank you for reaching out.
To confirm once again, the player’s account was indeed closed on October 29, 2024. We have provided this information consistently and transparently. Given that this question has been asked repeatedly over the past 3 months since the closure, we would appreciate clarification on why it continues to be raised.
As we have cooperated fully and provided all relevant details, we trust that this matter will be assessed impartially. While we understand that disputes may arise, it is important to ensure a fair and balanced evaluation of the situation. As you are aware, gambling-related complaints can sometimes be emotionally driven, and we hope that due consideration is given to all aspects of the case.
Please let us know if there is any specific additional information required to bring this matter to a conclusion. We remain available for further clarifications.
Best regards,
Cazino Stars
Dear Kati09,
Could you send me the email from the 31st of July as an attachment, not a screenshot? Please, send me the file to [email protected].
Dear Cazino Stars Casino,
I appreciate your cooperation up until now, and I apologize for repeatedly asking the same questions. As you have mentioned, I must know all the facts from both sides to make an impartial decision.
Dear Kati09,
I have one last request. Would you be able to show me a screen recording of you going into your sent email folder, that would show the email from the 31st of July?
How am I supposed to do that with my phone??? I've already sent you everything you requested a hundred times, but since I do everything on my phone it's not possible to film at the same time.. LG Kathrin
You just need to use the "Screen record" function on your phone. I need this because you did not send me the email as aan ttachment as I have requested, you just copied the email as a text message.
According to my email account, I sent the email twice as an attachment. I went to the email, clicked on the three dots in the top right and clicked forward to your email address, then I sent it.
Dear Kati09,
Unfortunately, I must inform you that we are unable to assist you in this case. Since you are using a Yahoo email platform, which does not allow emails to be forwarded as attachments directly from the email folder, the email you sent cannot be considered valid evidence, as it is simply copied text. While we do not necessarily believe the email is fake, it is important to note that emails can be easily fabricated in this digital age. As a result, unless an email is provided as an attachment, it cannot be accepted as relevant evidence.
Additionally, while you have mentioned account closure multiple times, you have referenced gambling addiction only once. Unfortunately, it appears that this email did not reach the casino. If gambling addiction was mentioned only once, without any follow-up, we cannot consider this as sufficient effort on your part.
Although rare, instances where an email fails to reach its destination are not impossible. This is why, if players do not receive a response, it is crucial that they attempt to contact the casino multiple times, explicitly emphasizing their gambling problem with every single request.
Furthermore, we must consider that as soon as the casino was informed through this complaint, they immediately reached out to you via live chat. While you did not confirm your request at that moment, they still proceeded to close your account immediately.
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.
