The player from Córdoba submitted a complaint against Crashino.com for failing to enforce his self-exclusion request made on July 27, 2025, which had led to significant losses exceeding $48,000. He also requested access to Alternative Dispute Resolution (ADR), which was denied, violating licensing requirements. He sought a full refund of deposits made after his self-exclusion, acknowledgment of the operator's failure, and access to a proper ADR process. The complaint was rejected because the player's permanent account closure request was not explicitly linked to gambling addiction or vulnerability, and regulatory standards required clear indication of gambling-related harm to trigger mandatory self-exclusion protections. Therefore, no refund or ADR access was granted as the operator treated the closure as an administrative request without obligation for irreversible gambling-blocking measures.
Crashino Casino - Player’s account closure request was ignored.
Insufficient evidence from player
Amount: $48,000
Crashino Casino
Safety Index:HighCase summary
I am submitting this complaint against Crashino.com due to serious breaches of Responsible Gambling obligations and denial of access to Alternative Dispute Resolution (ADR).
On 27 July 2025, I formally requested permanent closure of my account and self-exclusion from Crashino. This request was made clearly in writing.
According to the casino’s own policies, such a request should have been implemented within 24 hours.
However, instead of enforcing my self-exclusion, Crashino:
Kept my account active,
Continued to allow deposits and gambling activity,
Sent promotional communications,
Offered incentives to continue playing.
As a direct result of this failure, I deposited and lost more than 48,000 USD AFTER 27 July 2025. These losses would never have occurred if my self-exclusion request had been honored.
Additionally, on 21 August 2025, I explicitly requested access to an Alternative Dispute Resolution (ADR) provider. This request was ignored. No ADR details were ever provided, and I was never given any formal escalation path.
This represents a clear breach of licensing requirements, as participation in ADR is mandatory for licensed operators.
Furthermore, the Crashino website does not display any complaint form or ADR mechanism, making it impossible for players to escalate disputes as required by the regulator.
I am requesting:
A full refund of all deposits made after 27 July 2025,
Formal acknowledgment of the operator’s failure to enforce self-exclusion,
Access to a proper ADR process as required by regulation.
I have full documentary evidence available, including emails, transaction history, and proof of ADR requests.
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Dear marubio,
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 forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
When was your account eventually closed?
Thank you in advance for your cooperation.
Best regards,
Veronika
Dear Veronika,
Thank you for your message.
I would like to confirm that I have already sent you an email to veronika.f@casino.guru with all the requested information and supporting evidence regarding my complaint against Crashino.
The email includes:
My communications from early July 2025 requesting account closure,
The definitive closure request sent on 11 August 2025,
All subsequent unanswered communications,
My ADR request from 21 August 2025,
Proof that no ADR mechanism was ever provided,
Promotional emails received after the supposed closure,
Evidence of extremely high deposit activity within short timeframes,
Additional information regarding further deposits made through different payment networks.
Regarding your question about the closure date:
The account was closed unilaterally by the casino at an unspecified date, without any proper explanation or formal confirmation.
Please let me know if you require any further information.
Thank you again for your assistance.
Best regards,
Martin R.
Thank you for your email. Based on the communications you sent me, it seems that there was no gambling addiction or gambling-related problems mentioned as the reason for requesting account closure. Have you ever requested to be self-excluded due to gambling addiction from this casino?
When was your account eventually closed?
Dear Veronika,
Thank you for your clarification.
I would like to clarify an important point regarding my request.
While it is correct that I did not explicitly use the word "addiction" in my emails, I clearly and formally requested permanent account closure and self-exclusion. The wording used was "permanent closure" and "block my account," which from a reasonable and regulatory standpoint should trigger irreversible restriction measures.
A permanent closure request is not equivalent to a temporary break. It represents a clear instruction that the player does not wish to continue gambling on the platform.
Despite this explicit request:
• The account remained active.
• Deposits continued to be accepted.
• No protective measures were applied.
• No clarification was requested by the operator.
• No self-exclusion confirmation was issued.
If the operator considered my wording insufficient for formal self-exclusion due to gambling addiction, they had a duty to clarify my intention before continuing to allow unrestricted deposits — especially considering the extremely high deposit levels during that period.
Regarding the closure date:
The account appears to have been closed unilaterally by the operator sometime in August 2025, but no clear confirmation or explanation was provided. There was no transparent communication confirming when the restriction became effective.
To summarise, this complaint is based on:
• Failure to act upon a permanent closure request
• Acceptance of high-risk deposit behaviour without intervention
• Lack of clarification from the operator
• Failure to provide ADR access
Please let me know if further documentation is required.
Kind regards,
Martin
Dear marubio,
A permanent closure request, when not linked to gambling addiction or vulnerability, is generally treated as an administrative account request rather than a Responsible Gambling intervention. In such cases, operators are not automatically obligated to apply irreversible gambling-blocking measures or refund subsequent losses if the account remains accessible.
While we understand your argument that the operator could have clarified your intention, regulatory standards in most jurisdictions require a clear indication of gambling-related harm to trigger mandatory self-exclusion protections. The documentation you provided does not demonstrate that such information was communicated to the casino before the losses occurred.
We fully understand how distressing this situation must be, especially considering the amount of money involved. However, based on the available evidence, we do not see sufficient grounds to request a refund of the deposits made after your closure request.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards
Veronika
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