Coolbet Casino - Player's self-excluded account has been reopened.

I close my account permanently in 2017 due to gambling addiction. They had then EMTA license. Last year I contacted them and asked to re-open my account. They refused, because I closed my account in 2017 permanently due to gambling addiction. Few weeks ago I managed to open an account and lose about 420 euros. They said in customer service after complaint, that permanent closure isn't possible with EMTA license and they hold account data for 5 years. Still they managed to find these messages from 2017, where I asked about permanent closure of my account 😀? I have contacted EMTA and MGA already. Im sure I will not get money back, because this operator doesn't follow responsible gaming laws. Before playing slots I talked with customer service and ask to check, do I ever had contacted them about responsible gaming. They denied this. Its unbelievable how site who calls itself responsible can do like this in 2026. I will not add any emails with this casino, because they are in finnish. Everything in this describe is 100% information.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the emails between you and the casino regarding your self-exclusion and the reopening of your account at veronika.f@casino.guru? It does not matter that these messages are in Finnish, as we are able to translate them.
• Could you also clarify whether you reopened your previously self-excluded account a few weeks ago, or whether you created a completely new account at this casino?
• Am I correct in understanding that you were unable to reopen your account last year, approximately 8 years after you initially requested its closure, and that the casino now states that it only retains your data for 5 years?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Player_187,

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.

I thought you want whole answer in your email. I send the transcription in finnish in your email about week ago. I open completely new account few weeks ago. Yeah, I contact in 2025 Coolbet and they refused to open my account. Now they open it no problem and said that they retain my data for 5 years. How they had then my email with ask of permanent closure from 2017? Also here is screenshot what they said, when I ask about my old accounts after opening new one. She answered me in under 1 hour that everything is good, when I asked here to check info from relevant department. When this whole thing happened after playing the average time on answer from responsible gaming department was approximately 48 hours. 

Dear Player_187,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Coolbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Coolbet Casino. I wish I could be of more help.

The casino can reopen this complaint at any time.