Crowngreen Casino - Player's account remains open despite self-exclusion request.

This casino refused to close my account even though I told them multiple times about my gambling addiction and then let me keep playing in which I lost over 8000$ due to them not upholding their responsible gambling policy, literally telling me to control myself and not play if I don’t want to, even thought I said I’m a severe gambling addict in therapy

I have reached out to them to try to resolve this before writing a complaint and they removed access to my account. I feel I should be refunded for the money I lost after disclosing to them about my gambling addiction and them not closing my account as requested

I have attached photos of the type of responses I received after telling them I’m a severe addict, I have many many more screen shots. This casino abused and took advantage of me, I want a full refund from all my deposits I made after my initial self exclusions request 7/27/2025

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Crowngreen Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether you asked the casino for a refund due to failed player protection already?
• Have you received any response?
• Have you unsubscribed from the casino's marketing communication?
• Is your account currently blocked?
• When was the last time the casino allowed you to deposit, and when was your account blocked?

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

Best regards,

Tomas

Hi! Yes, I did attempt to resolve this matter directly with the casino by requesting a refund due to failed player protection and violations of responsible gambling obligations. My request was completely ignored, and I received no meaningful response addressing the issue.

Due to the casinos failure to uphold their own gaming commission rules I had no choice but to change my own password to restrict further access.

The casino continued to lure me with bonuses and personal communication advising me to just "not play" as shown in the screen shots I provided. This directly contradicted regulatory requirements .

The last time I was allowed to deposit was around late September. I do not have an exact date, as the casino removed full access to my account shortly after I emailed them requesting a refund.

Please let me know if you require any additional clarification.

I have attached the email I sent them requesting a refund.

Can you please make private my screen shot as my full name is listed there

Hello Jack9211,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update. I will wait

Dear Jack9211,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Jack9211, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Crowngreen Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Thank you for the opportunity to clarify this case.

After reviewing the account history, we would like to outline the factual timeline and financial outcome.

The player first explicitly mentioned gambling addiction on August 31, by email. Before this date, there was no clear disclosure of gambling addiction or a formal self-exclusion request.

Following the review of the player’s message, the account was closed on October 6. Between August 31 and October 6, the player made total deposits of 8,820 CAD and successfully completed withdrawals totaling 10,730 CAD.

As a result, during the period in question, the player withdrew more funds than he deposited, meaning there was no financial loss incurred. This assessment is made even without considering any bonuses or promotional credits received.

Therefore, the claim that the player suffered losses after the initial disclosure is not supported by the account data, and the request for a refund of deposits made during this period cannot be justified.

Best Regards,

Crowngreen Team

That’s great to know that you can’t even be honest about the timeline. I am attaching proof that I asked to self exclude over a month before with an extremely clear mention of an extreme gambling addiction.

Dear Matej, can you please request proof of deposits and withdrawals from

the date of July 27th.

although I can guarantee I had messaged the live chat prior to the date of July 27th to self exclude me due to having a severe addiction, the casino played games with me to delay self exclusion so I can incur more losses, having me fill out fake templates to process the self exclusion and it still wasn’t done until almost 3 months after despite my pleading and literal begging to self exclude me. I suffered greatly due to this.

Dear Jack9211, thank you very much for the screenshots, these are extremely helpful. Can you please confirm whether your account has been truly closed and that you are not receiving any unwanted marketing messages from CrownGreen or their sister caisnos?

Dear Crowngreen Casino, as per the evidence provided by the player, the self-exclusion has been requested and confirmed on 27/07/2025 and for the purpose of this complaint it will be used as a point of reference. Could you please e-mail me (matej.l@casino.guru) detailed cashier history and gameplay history of the player from 27/07/2025 until the account closure on 06/08/2025? Thank you very much.

Hi! Yes my account has now been closed ever since I initially sent out a refund request settlement on October 6th. They closed my account and never answered me. Just to be clear my account was closed 06/10/2025

Dear Matej,

Thank you for your message!

We will get back to you with a response as soon as possible!

We appreciate your understanding!

Best Regards,

Crowngreen Team

Dear Matej,

We would like to inform you that we have contacted you by email and are still awaiting your response.

We hope for your cooperation!

Best Regards,

Crowngreen Team

Thank you, Crowngreen Casino, my response has been sent back.

Dear Jack9211, your account should now be closed and all marketing communication should cease. Right now I am trying to establish your cashier history, to see what should our next steps be.

Thank you Matej, I am waiting for your response and next step on refunds

Dear Matej,

We would like to inform you that we have contacted you by email and are still awaiting your response.

We hope for your cooperation!

Best Regards,

Crowngreen Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jack9211,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej