Crowngreen Casino - Player’s account remains open despite self-exclusion requests.

I am submitting this complaint because I have been trying to permanently close and self-exclude my Crowngreen account due to my gambling addiction since August 26, 2026, and possibly even before that.

I have repeatedly informed Crowngreen that I have a serious gambling addiction and that I need my account to be permanently closed. Despite this, my account has still not been closed.

I have contacted Crowngreen more than 10 times by email regarding my account closure and self-exclusion. Instead of closing my account, I have repeatedly been told that my VIP manager would contact me. However, I have never received any contact from my VIP manager, and my account has remained open.

Crowngreen is fully aware that I have a gambling addiction. I have clearly communicated this to them and specifically asked them to close my account because I am unable to control my gambling.

Despite these repeated requests, I was still able to access my account and deposit money.

Recently, while I was already struggling with my gambling addiction, I deposited more than CAD $3,500 during September 2026. This happened even though I had already informed Crowngreen about my gambling addiction and had repeatedly requested that my account be closed.

I am currently suffering significant financial and emotional consequences because of my gambling addiction. I have taken steps myself to stop gambling, including blocking access to gambling websites and seeking professional help for my addiction.

Despite all of my requests, Crowngreen still has not permanently closed my account. Even today, my account remains open.

I am therefore asking Casino Guru to investigate this matter and assist me with the following:

Review the history of my self-exclusion and account-closure requests, including my requests dating back to August 26, 2026.

Review all communications between myself and Crowngreen concerning my gambling addiction and requests for account closure.

Review the deposits made after I informed Crowngreen of my gambling addiction and requested account closure.

Assist me in obtaining the immediate and permanent closure and self-exclusion of my Crowngreen account.

Assist me in seeking a full refund of the more than CAD $3,500 I deposited during September 2026, given that I had already repeatedly informed Crowngreen of my gambling addiction and requested that my account be permanently closed.

I believe these circumstances, including my repeated requests for self-exclusion and the fact that my account remained open despite those requests, should be taken into consideration when reviewing my refund request.

I would like Casino Guru to assist me in seeking the recovery of these funds from Crowngreen.

If this matter cannot be resolved through the complaint and dispute-resolution process, I will consider seeking assistance from the appropriate regulatory authorities and qualified legal professionals regarding my potential legal remedies.

I am prepared to provide all relevant evidence, including my previous account-closure requests, emails, conversations with Crowngreen, and my complete deposit and withdrawal history.

I respectfully ask that this matter be reviewed in full and that Crowngreen be asked to provide a clear response regarding both my repeated self-exclusion requests and my refund request.

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Crowngreen Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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