The player from Germany asserted that the casino was fraudulent and had caused him significant distress. He requested help in permanently blocking his gaming account due to concerns about his gambling habits, expressing frustration with the casino's lack of seriousness in addressing his issues. It was found that the casino had closed his account promptly after being informed about his gambling problems and had permanently closed it to prevent further gambling activity. The player was advised to use a self-exclusion assistance tool for broader account blocking and to seek professional help for gambling addiction. The complaint was closed without entitlement to refunds due to the timely closure of the account by the casino.
Crashino Casino - Player wants account permanently closed.
Closed
Our verdict
Other
Amount: €1,000
Crashino Casino
Safety Index 8.1 HighCase summary
Discussion
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2 months ago
Translation
I'm having problems with that fraudulent company.
They ripped me off good.
every day
I contacted you several times via chat and email.
I prayed that the fraudulent entrepreneurs would permanently block my gaming account. They blocked my gaming account for 24 hours, and then I could cause even more damage.
The casino is a 10000% scam.
I prayed that I would have a gambling addiction.
Nevertheless, the company is unaware of the illness.
They don't cause extreme damage.
I've played everywhere, but unfortunately I've never seen anything like this fraudulent platform.
I simply can't take it anymore. Please help me get my gaming account with this fraudulent company permanently blocked, without any possibility of me playing here again.
because the employees don't take it seriously
Please contact the manager.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear elvissweet,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I have checked the Responsible Gambling policy, and I found this:
Self-Exclusion
If You are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist You in avoiding anything that may harm You. "Self-Exclusion" means that You voluntarily exclude Yourself from all gambling services. This exclusion cannot be undone for a set period of time. If You wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from You.
email: support@crashino.com
Please keep in mind that Self-Exclusion is permanent for the selected period and will not be undone for Your protection.
During Self-Exclusion, You are not allowed to create a new Account. Any attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in a permanent ban of Your original Account.
The Company will use reasonable efforts to enforce self-exclusion requests. However, You are solely responsible for ensuring compliance, and the Company shall not be liable for any losses or damages resulting from Your circumvention of self-exclusion measures.
Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?
Thank you very much for your cooperation.
Best regards,
Kristina
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2 months ago
Dear Elvis,
Thank you for your email.
We have carefully reviewed your account history and can confirm that we have actioned multiple requests relating to the closure of your account. Our records show that your account has been closed on several occasions following your requests, and in some instances was subsequently reopened at your own request.
We acknowledge your recent communication expressing concerns regarding your gambling activity and your request for permanent account closure.
Following a review of the circumstances and in line with our Responsible Gambling obligations, we can confirm that your account will remain permanently closed and will not be reopened.
This decision has been made to support your stated request and to help prevent any further gambling activity on the platform.
Please note that this closure is final, and any future requests to reopen the account will not be approved.
We encourage you to seek support from responsible gambling organizations should you feel you require additional assistance.
Kind regards,
Team Crashino
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2 months ago
TranslationThat's all a lie.
On May 29, 2026, I prayed to you a thousand times via chat and email that you would block my gaming account with the company for self-exclusion or permanently.
And have I told you 100 times that I am very ill? Please block my gaming account.
She did not do that.
Despite me writing to you a thousand times and praying that I was sick, you are causing me great harm. I played day and night, always with the same results.
After that, they banned me for 24 hours, but I still reported myself as a gambling addict.
They know no disease
Then I unlocked it again and I could do endless damage.
The website or platform is 1000% manipulated.
I also participated in the multiplier tournament.
I won over 2000 times with 0.60 USD; I was ranked 26th on the list.
I will report this case to the German happiness authority.
They caused me great harm
I have prayed a thousand times.
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2 months ago
TranslationI sent all documents and communication with the platform via email to "> " target="_blank" rel="nofollow ugc noopener noreferrer"> kristina.s@casino.guru
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2 months ago
Hello everyone,
Thank you both for your replies.
elvissweet, could you please clarify when exactly you informed the casino about your gambling problem for the first time? Can you send me this message with the exact date visible?
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2 months ago
Translation
This is the first time
And I prayed that my gaming account would be banned forever.
Reason for self-exclusion: I am very mentally ill.
They can also see what I wrote.
Then they blocked me after 24 hours.
And then I was able to unlock it again without any problems the next day.
And continue to lose
Then I deposited another 800 USD.
They would have blocked me immediately after 24 hours if I hadn't caused 800 USD in damages.
Then I realized it's pointless to tell them 100 times; they don't take it seriously.
They don't know any game search
And then I also trained and participated. I won over 2000 times.
That was from the 29th to the 31st.
I wasn't on the list at all.
I said in the chat 100 times that no one registered.
Then I knew the casino was rigged.
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1 month ago
elvissweet, I understand your point of view and how frustrating it can be when you try to prevent yourself from gambling, and your account isn't closed immediately. However, your account was closed in a reasonable time after you informed the casino about your gambling issues. This email was sent on Friday, and on Monday, the casino stated in this thread that your account has been closed. Unfortunately, under these circumstances, we don't think that you are entitled to any refunds.
Nonetheless, 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)
Due to the aforementioned reasons, 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.
