Crowngreen Casino - Player's self-exclusion request is delayed.

I have sent 4 emails demanding they close my account. Then, I proceeded to send another 4 requesting self exclusion.

They state I mist send the request through the email I signed up with. I have proof that I sent the email from said account and they claim they didn’t receive it. Since they had issues communicating with me at the account I signed up with (which functions perfectly), I created a new email just for them. We communicated through this. And we also communicated through WhatsApp. They play games and I’ve had enough. I want to self exclude and never hear from them again.

Hello,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

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

Dear gpac2024,

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,

Veronika

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following message:

I have made over 6 demands to self exclude. They claim they do not receive my emails. I opened a new email that they acknowledged but claim they cannot honour the self exclusion as they email is not generated from the email I used when I opened my account. How is it that Casino Guru receives my emails not not the casino in question. It is my belief that they know I’m an addict and are abusing me through pretence of not receiving my emails and offering cash back to lure me in.

At this point I want to be reimbursed the 2000$ (although I have lost much more than that) and confirmation of the self exclusion.

Please forward me the account closure requests you sent to the casino, along with the casino's responses, at [email protected]. Thank you for your cooperation.

Dear gpac2024,

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 have sent you 4 emails, with blatant proof, all confirmed sent to your email.

Thank you for your emails. Please note that when a complaint is open and I am waiting for your response, it is always better to reply directly in the complaint thread and let me know that you also sent an email. I receive a large number of emails every day, so sometimes I only get to them after the timer set for you has already expired. Once you reply in the complaint thread, the timer switches to me, and I can review your case as soon as possible. Thank you for your understanding, and I apologize for the delay in responding.

To better understand your case, could you please clarify the following:

• Which email address did you use to register your casino account?
• Which email address did you use to request self-exclusion?
• Have you received any response from the casino to your email sent on 24 August?

I am not comfortable posting my email addresses on this public thread, unless you confirm they are not posted to the general public. Thank you.

The email addresses will not be made public; they will be marked as private. However, if you would prefer, you can send these details directly to my email address.

Hello Veronika, Please check your email. I sent you the responses to all your questions. Thank you.

Is this for real? A self exclusion complaint with all proof taking over a month to resolve? Wow.

Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 1000 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Thank you very much, gpac2024, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello gpac2024, 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 [email protected].

Thank you for your patience and cooperation in advance.

CrownCasino sent me a special bonus of 400$ after claiming to have been informed I wanted to "close" my account. They keep manipulating me to come back after their is VERY CLEAR EVIDENCE that I sent you proving I requested SELF-EXCLUSION. I am now claiming 14,000$ for all my losses since requesting the self exclusion on August 20th, 2025. Proof will immediately be sent to [email protected]

Dear Gpac2024,

Thank you for your message. We would like to clarify the situation regarding the account and your requests.

We have always acted according to our internal responsible gaming procedures. As per our standard process, account closure or self-exclusion requests must be submitted from the email address originally registered on your account. This is to protect players’ personal data and to ensure that no unauthorized requests are processed.

Unfortunately, messages sent from your original email address were undeliverable on our side, which is why we could not validate or process them. When you later contacted us via a different email, we explained that it was necessary to confirm your request through the registered address in order to proceed. And you have agreed yourself on us changing your address, and follow your future requests with no further claims.

At the same time, when you joined our live chats, you repeatedly requested bonuses and expressed dissatisfaction with support and offers we have been having. Our team responded in line with your requests, offering bonuses as part of standard retention flow. As bonus concerns was in most of the closure requests , we were acting as per flow trying to resolve the root of the problem offering bonuses to satisfy the needs, and which have been accepted. 

Regarding your claim for reimbursement of losses, please understand that we cannot retroactively compensate for play activity that occurred while the account was active. Our responsibility is to act on properly submitted and verifiable requests, and we follow this strictly.

Best Regards,

Crowngreen Team

I would like to thank gpac2024 for the additional evidence provided.

Dear Crowngreen Casino, as per the player's evidence, he has requested self-exclusion numerous times. Did anyone from the support or VIP team investigated the reason, to establish whether the player has a gambling addiction or is just looking for a bonus?

Secondly, from the provided communication, the player has informed the casino of his gambling addiction on 24th August 2025. I would like to ask if the account has been closed and marketing communication has ceased, since the message has been sent. I would like to know the date of the account closure, and whether any balance has been confiscated upon the closure.

Also, if you can confirm that the account will not be reopened under any circumstances and that the player will be unable to re-register using the same credentials, that will be much appreciated.

Lastly, if there is any information or system details you can not share publicly, please send any sensitive information to me directly at [email protected]. Also, could you please provide evidence of player asking for bonuses?

Thank you.

On August 20, 2025, I submitted a clear request for self-exclusion. Despite this, Crown Casino ignored my request and continued to send me promotional emails, including bonus offers, while also allowing me to deposit and gamble.

It was only on September 25, 2025 that Crown Casino finally honoured my self-exclusion request, as confirmed in writing by their email of that date. I am emailing both the confirmation email and the original August 20 request, to [email protected] (the emails showing their ongoing promotional activity during the period of non-compliance were already submitted).

Under the Anjouan license requirements, operators are obligated to respect self-exclusion immediately upon request. This is not optional; it is a crucial player protection measure designed to protect vulnerable customers. Crown Casino failed in this duty, and as a result I suffered preventable financial losses.

Accordingly, I request full reimbursement of all deposits made between August 20, 2025 and September 25, 2025, minus any withdrawals during that period. The amount is approximatly $12,000 CAD, This is the only fair resolution given that the casino unlawfully allowed me to continue gambling after I had self-excluded.

Dear Matej,

The player became a VIP on August 15 and immediately requested account closure, citing dissatisfaction with bonuses and RTP. We tried to collect feedback, but our email replies were not delivered, which led us to suggest WhatsApp communication. This issue caused further frustration, and the player began threatening negative reviews unless bigger bonuses or faster withdrawals were granted.

Despite repeatedly requesting closure, the player continued playing, accepting bonuses, and at times asking for account management changes (such as an email change, which is technically impossible). She also linked her complaint withdrawals to receiving larger bonuses or specific VIP managers.

Throughout our communication, she frequently requested bonuses and faster withdrawals, while escalating dissatisfaction when her demands were not met. Her main concerns were: bonus size, RTP, withdrawal speed, inability to change email, and dissatisfaction with VIP management.

While she once mentioned an "addiction" in her email once, her overall behaviour shows repeated use of closure threats as leverage for bonuses and service changes. We followed our internal procedure, which requires closure requests via the registered email for security reasons, and could not bypass this process.

In summary, the player’s complaint is primarily driven by dissatisfaction with bonuses and service expectations, not genuine self-exclusion, and we acted strictly according to our closure and security policies.

At this point, her account has been permanently closed in line with her requests, and all communication has ceased.

Best Regards,

Crowngreen Casino

I would like to thank the both sides for additional details.

Dear Crowngreen Casino, can you please let me know how was the self-exclusion due to gambling addiction (that the player mentioned in e-mail on 24th August) has been dealt with and why it was not actioned immediately? I would also like to request player's cashier history containing both deposits and withdrawals between 24th August and the actual account closure. This, alongside of any sensitive information can be sent to me via e-mail at [email protected]. Thank you.

Dear Matej,

After each of the player’s closure requests, we followed our internal procedures while also attempting to assist her and resolve the situation. However, it quickly became clear that these requests were not genuine attempts at permanent closure, but rather part of a consistent pattern of manipulation.

The player repeatedly used threats of account closure and public complaints on various forums as leverage to demand larger bonuses or specific service changes. Notably, every new closure request arrived shortly after she had received a bonus smaller than the amount she expected.

On September 16, after being assigned a new VIP manager, the player even stated that she would withdraw her Casino Guru complaint if this manager remained assigned to her, if she was granted larger bonuses, and if her email address could be changed (which is technically impossible). Only a few days later, she once again requested account closure, this time citing dissatisfaction with bonuses and withdrawal times.

Given this ongoing behaviour, we had no choice but to proceed strictly according to our established closure flow. We also made efforts to reach a fair resolution, but the player’s pattern of alternating between bonus demands, threats of complaints, and closure requests left little room for a constructive outcome.

It is therefore important to emphasize that the complaint was driven primarily by the player’s dissatisfaction with bonus amounts and service expectations, not by a genuine request for self-exclusion. Throughout the entire process, we adhered to our closure and security policies without exception.

Best Regards,

Crowngreen Team

Dear Matej,

I would like to respond to CrownGreen Casino’s assertion that my self-exclusion request was not "genuine" and that I was simply "threatening negative reviews."

Attached is an email I received from CrownGreen’s VIP Manager, Marcus, dated September 11, 2025 — after I had already submitted my clear self-exclusion request on August 26. In this email, Marcus openly acknowledges my self exclsion request ("I understand you recently considered closing your account…") as he responded after I filed my complaint with Casino Guru and after they were alerted and then proceeds to offer me a special VIP bonus to encourage further gambling.

This communication directly contradicts CrownGreen’s defense:

If they truly believed I was misusing threats or not serious about exclusion, they would not be sending promotional VIP offers.

Instead of respecting my exclusion request, they treated it as a sales opportunity, deliberately enticing me to continue gambling.

This demonstrates that CrownGreen knowingly ignored my self-exclusion and continued promotional targeting, in direct violation of their licensing obligations and duty of care.

It is not the role of a casino to determine whether a player’s mention of addiction or exclusion is "genuine." The licensing rules are clear: self-exclusion must be implemented immediately and without discretion. By failing to act and instead offering me bonuses, CrownGreen exacerbated my losses during a period when I should have been protected.

This email is undeniable proof that CrownGreen was aware of my exclusion request yet chose to prioritize profit over compliance and player safety.

I once again request full reimbursement of all deposits made between August 26 and September 25, minus any withdrawals during that period.

Thank you for your continued assistance.

Sincerely,

I would like to thank both sides for the detailed responses.

Dear Crowngreen Casino, while I agree that in your evidence is a lot of proof of the player using threats and other methods to pressure the casino for better bonuses, there are a few inconsistencies that I would like to address

First, I do not understand how is it possible the casino has been receiving every message and e-mail from the player, except the ones requesting self-exclusion.

Next, the inability to change the player's e-mail. Every single casino can change the player's e-mail after confirming they are the true owner of the original account. Even Marcus confirmed in his e-mail to the player that he will change the e-mail address. Given the circumstances of this case, this feels wrong on every level. Changing the e-mail address or any personal data is a basic admin tool in every system, and in the future we will be monitoring this practice.

And the self-exclusion request itself. To determine whether it was a genuine call for help or just another way to squeeze out a bonus, the VIP manager could simply ask the player to confirm this decision, while reminding her that it would mean permanent account closure without the option for reopening, and loss of all the privileges and bonuses. If the player was sincere, she would agree. If it was just a trick, she would rather change the topic and never confirm the self-exclusion. Instead, the VIP manager replied with more bonuses and enticements to keep the player depositing money. I can't blame you for assuming it was just another ploy, but it is always sad to see that if you have followed your own self-exclusion procedure outlined on casino's Responsible gambling page, this whole situation could have been prevented.

However, on 24th August the player clearly stated gambling addiction, which is something we at Casino Guru take extremely seriously. And the casino has not acted at all.

Since the casino in the meantime confirmed the account was closed, will not be reopened and all the marketing communication will cease, all that is left to do is to find out if the player is eligible for a refund. I would like to ask for the player's cashier history showing both deposits and withdrawals from 24th August until the account closure. You can send it to me at [email protected] and I believe we can reach an agreement pretty quickly. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej,

Thank you for your continued attention to this matter. I sincerely hope the casino chooses to respond; not just for me, but because this case highlights a serious breach of player protection standards.

I submitted a clear self-exclusion request and explicitly mentioned my gambling addiction, yet CrownGreen continued to send promotional emails, offer bonuses, and accept deposits for over a month. This isn’t a simple misunderstanding; it represents a systemic failure to protect a vulnerable player.

As for what the casino describes as "threats" or erratic behaviour; those came after my repeated self-exclusion requests were ignored. That is common addict behaviour, and precisely why strict self-exclusion rules exist. They could have ended this long before by respecting my exclusion request, but instead they knew I was struggling and continued to enable and encourage my gambling. A lesson truly needs to be learned here.

I trust that Casino Guru will continue to hold CrownGreen accountable and that this case will help ensure other players in similar distress are better protected in the future.

Dear Matej,

Thank you for your detailed response and for outlining your observations.

After each of the player’s closure requests, our team strictly followed the internal responsible gambling and account management procedures, while also making every reasonable effort to assist the player and clarify her intentions. However, it quickly became evident that these requests were not genuine attempts at permanent self-exclusion, but rather part of a recurring pattern aimed at obtaining larger bonuses or other benefits.

Throughout her communication with several VIP managers, the player repeatedly combined closure threats and forum complaints with specific demands for higher bonuses or preferential treatment. Each new closure request appeared shortly after receiving a bonus smaller than expected or following a declined request for an additional promotion.

Unfortunately, for security reasons and in line with our internal policy, we cannot modify the registered email address of a verified account. The manager initially agreed to review the player’s request, but ultimately, this change could not be implemented, as it is technically impossible within our system.

Overall, the player continued to request new bonuses and play actively afterward. Once it became clear that the pattern of alternating between bonus negotiations, threats, and closure requests persisted, the account was permanently closed in accordance with our responsible gambling and security procedures. Throughout the entire process, we acted in accordance with our established policies and internal protocols at every stage.

Best Regards,

Crowngreen Team

Dear Matej,

I just wanted to follow up as I haven’t seen any further update. I truly hope this case isn’t closed without proper consideration of the facts.

My self-exclusion request and disclosure of addiction were genuine and clearly stated, without threats or demands — just a plea for help. CrownGreen ignored that and continued to encourage my gambling for over a month, resulting in serious financial and emotional harm.

It’s also important to note that Marcus, the casino’s VIP manager, explicitly stated he would change my email address— something I requested in good faith so I could submit my self-exclusion request again once the change was made. Later, he reversed himself, claiming it was "technically impossible." This contradiction shows how I was manipulated and exploited out of thousands of dollars instead of being protected as required by responsible gaming standards.

I’m still waiting for acknowledgment and a fair resolution.

Thank you.

Dear Crowngreen Casino,

I do not dispute the times when threatening with an account closure was used to receive bonuses. Neither am I challenging the self-exclusion requests made without providing further details, as many times players use the wording of "self-exclusion" instead of "account closure" for the dramatic effect.

However, on 24th August the player has clearly stated within the e-mail to the VIP manager, having gambling addiction. We, at Casino Guru, believe that any mention of gambling addiction should be taken seriously, and dealt with utmost priority, no matter what was communicated beforehand. If the VIP manager was unsure about the player's situation, I believe he should have asked additional questions, instead of offering bonuses and enticing further play at the casino, to a potential gambling addict. We see this as a failure of the player protection on the casino side, and will treat this case accordingly.

I am also unsure about the inability to change the e-mail address, as that would make Crowngreen Casino the only online casino in the world unable to change personal details of the player. Player's details often do change over time - postal address, name and surname, telephone number or e-mail address - and every casino is ready to accommodate necessary changes. Some casinos allow the players to change these details themselves within the player account, others can do it for the players after necessary KYC checks are done. But so far I have never dealt with a casino unable to make changes like this.

Given the above, and the nature of this case, I would like to ask if the player's cashier history (showing both deposits and withdrawals) can be sent to me at [email protected] for the period of 24/08/2025 until the account closure, so we can determine the amount that we believe should be refunded. ANd I would also like to ask, if any balance has been voided upon the account closure. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Player Protection Failure at CrownGreen Casino

This case will remain unresolved because CrownGreen Casino has chosen silence over accountability.

Under their own Terms and Conditions; and the requirements of the Anjouan gaming license — any request for self-exclusion must be honored immediately and without discretion. Nowhere does the law or any responsible gaming policy allow a manager to "interpret" or override a player’s request based on personal opinion or convenience.

On August 24, 2025, I clearly requested self-exclusion and cited gambling addiction as my reason. There were no threats, no demands, and no negotiations, just a sincere call for help. Instead of protecting me, CrownGreen ignored my request, continued sending bonuses and promotional offers, and used my addiction to lure me into spending well over $10,000.

Today, they refuse to take responsibility. For a casino that claimed to fear "negative reviews," they seem remarkably unconcerned about a public record that will remain online for all to see — a record proving they ignored a player’s plea for self-exclusion and exploited her vulnerability for profit.

To anyone reading this: if a casino cannot respect the most basic principle of player safety, it does not deserve your trust, your money, or its license.

CrownGreen Casino failed to protect a vulnerable player — and this unresolved complaint will stand as proof of that failure.

Dear Matej,

Thank you for your patience!

We would like to inform you that we have contacted the player to obtain the necessary information for the refund.

We are still waiting for player response.

Thank you for your understanding!

Best regards,

Crowngreen Team

Dear gpac2024, we had a call with the Crown Green Casino managers, and I believe this case will be resolved shortly. Please, let me know if you have received any communication from the casino and what is the amount of the offered refund. Thank you.

Dear Matej,

Yes, I have been contacted by CrownGreen Casino, but they have not yet provided the refund amount. They only requested my banking information. I will update you as soon as I receive confirmation of the amount offered and the proper refund has been processed as they have all my banking information.

Sincerely,

Dear Matej,

Yes, I have been contacted by CrownGreen Casino. They have offered a refund of $2,000 CAD, which I find completely unacceptable.

As clearly documented in this complaint, my self-exclusion request dated August 24 was ignored for more than a month while the casino continued sending promotions and bonuses, allowing me to keep depositing and gambling. During that period, I lost well over $10,000 CAD, losses that would never have occurred had my exclusion request been respected.

I also note that, despite your request for the casino to provide a complete cashier history of deposits and withdrawals between August 24 and the account closure, it appears this information was never submitted. They didn’t provide it because it is clear the amount is around 12,700$

Until the casino provides full transparency and a refund that reflects the actual losses incurred after my self-exclusion request, I cannot consider this matter resolved.

Dear Matej,

I am writing to update you on the status of the refund from CrownGreen Casino.

Today I received 17 separate payment confirmations from Gigadat, totaling $2,000 CAD (three × $200 and fourteen × $100). While this matches the amount CrownGreen claimed they would refund, it is nowhere near the full amount owed.

After carefully reviewing my bank statements, I can now confirm that between August 24 (the date of my self-exclusion request) and September 24 (the date CrownGreen finally respected it and closed my account), I made well over 350 deposits to CrownGreen Casino — totaling more than $25,000 CAD.

CrownGreen has refused to provide the complete cashier history you specifically requested, which would have verified the exact total of deposits and withdrawals during this period. The fact that they still have not shared this data strongly suggests deliberate concealment of the true loss amount.

Their behaviour is unacceptable and completely inconsistent with the obligations of any operator licensed under the Anjouan authority, which clearly mandates that self-exclusion requests be honoured immediately and that financial records remain transparent. Instead, CrownGreen ignored my exclusion, continued to encourage gambling through bonuses and promotions, and is now attempting to close this case with a token refund representing a fraction of what is owed. I want what is rightfully owed to me.

I respectfully request that Casino Guru treat this as a failure of transparency and compliance. The evidence now shows that CrownGreen knowingly concealed critical financial information and misrepresented the scale of my losses.

I have sent you three bank statements showing well over 350 deposits made between August 24 and September 24. IF THAT ACTIVITY DOESNT SOUND AN ALARM OF ADDICTION, I DONT KNOW WHAT WILL.

Dear gpac2024, as mentioned before, I would like to reiterate that the first and only time you have mentioned gambling addiction, has been on 24th August. Casino has closed your account on 25th September, which is way beyond a reasonable time. However, as mentioned before, we can only request a refund for the deposits (minus any withdrawals and winnings) for the time between the gambling addiction being mentioned, and the actual account closure.

As per our Casino Guru values, we take gambling addiction extremely seriously. However, we can't lay 100% of the responsibility on the casino. Therefore, for fairness and clarity, we need the player to make the first (and some say the hardest) step and admit having a problem. Too many players use the term "self-exclusion" as a synonym for account closure, some are trying to misuse it for so-called "free betting" and therefore we at Casino Guru need to clearly see the player either being in distress or admitting to having gambling problems, before taking the complaint to the casino representatives. If the casino is not aware of your problem, they can't help. Neither can we.

For the sake of transparency, dear Crowngreen Casino could you please e-mail me ([email protected]) player's cashier history showing deposits and withdrawals for the time period of 24th August 2025 - 25th September 2025? Thank you vry much.

Dear Matej,

Thank you for your continued attention and for clarifying Casino Guru’s position.

I completely acknowledge and admit that I was struggling with a gambling addiction during that time — that is precisely why I sent my self-exclusion request and explicitly mentioned addiction on August 24. That email was short, direct, and honest. It wasn’t an ultimatum or tied to any bonus or demand; it was simply a plea for help and a request to self-exclude.

When I recently went through my bank statements, I was astonished myself to see the sheer volume of transactions — pages and pages of deposits to CrownGreen within just 30 days. I was gambling more than seven hours a day on their site during that period, and they were fully aware of that. That level of activity, combined with my written admission of addiction, should have left no doubt about my state of distress.

Even if the casino had any uncertainty about my intentions, the number and frequency of deposits alone should have triggered an immediate responsible-gaming intervention. Instead, they responded by sending bonuses and promotions, ignored clear signs of distress, and ultimately offered a $2,000 refund — an amount that doesn’t even begin to reflect the hundreds of deposits made after my self-exclusion request.

I hope this helps clarify that my use of the term "self-exclusion" was not rhetorical — it was a genuine call for help that was met with incentives to keep gambling.

Sincerely

Dear gpac2024,

We appreciate your reaching out and understand your concerns regarding the recent complaint.

Please note that the amount specified in your initial submission was 2,000 CAD, and this sum has already been fully compensated. As such, there is no need for further review or additional payment.

We would like to kindly emphasize that the compensation amount was determined based on the information you originally provided, not set unilaterally.

We truly value your understanding and cooperation in this matter. Should you have any further questions or require clarification, please don’t hesitate to contact us.

Best regards,

Crowngreen Team

Dear Matej,

CrownGreen’s statement cannot stand as presented. The relevant timeframe isn’t the date I filed the complaint — it is the period from August 24, when I first requested self-exclusion and admitted my gambling addiction, until September 25, when the casino finally acted and closed my account.

During those five weeks, CrownGreen continued to accept deposits, send bonuses, and actively encourage play, all while knowing I had requested exclusion and disclosed addiction. The fact that they waited weeks before honouring that request is exactly why this complaint exists — and why every deposit made in that window must be included in the refund calculation.

This attempt to shift the timeline is CrownGreen Casino’s irresponsible and deceitful way of dodging accountability for taking advantage of me for more than four weeks after I pleaded for help. It’s a manipulation of facts meant to minimize what is, in reality, a grave failure of duty and ethics.

Furthermore;

Despite multiple requests, the casino continues to refuse to provide the complete cashier history of my deposits and withdrawals between August 24 (the date of my self-exclusion request) and September 25 (the date my account was finally closed). This data is the only way to verify the true extent of my losses and the accuracy of the refund they claim to have processed.

Their refusal to share these records is not only a lack of transparency — it is proof of culpability. CrownGreen is deliberately withholding the very information that would confirm how much money they accepted from a self-excluded, addicted player over the course of more than four weeks.

This pattern of avoidance and concealment demonstrates a complete disregard for player protection, regulatory obligations, and basic ethical standards. Any operator acting in good faith would immediately provide this data to resolve the matter. CrownGreen’s refusal to do so only reinforces the gravity of their misconduct and their attempt to dodge accountability.

I trust Casino Guru will note this continued non-cooperation as a clear indicator of both guilt and irresponsibility.

Sincerely

Dear Crowngreen Casino, for the peace of mind, could you please e-mail me player's deposit and withdrawal history between 24th August 2025 - 25th September 2025 at [email protected]? Thank you.

Dear Matej,

At this stage, CrownGreen’s ongoing refusal to submit the complete cashier history between August 24 and September 25, 2025 can no longer be treated as an oversight — it is intentional non-compliance.

You have now requested these records repeatedly, and the casino has still failed to provide them. This data is essential for verifying the scale of deposits, withdrawals, and losses incurred after my self-exclusion request — the very heart of this case. Their refusal to disclose it constitutes clear obstruction and concealment of evidence.

It is also important to note that the original $2,000 CAD refund has become irrelevant. That figure was calculated based on a shorter period, yet CrownGreen prolonged respecting my self-exclusion for weeks beyond the date the complaint was first lodged. Every additional deposit they accepted after that point is a direct result of their delay, meaning the true amount owed has grown far beyond the initial offer.

No responsible or transparent operator would withhold such basic information. CrownGreen’s silence is not procedural; it is proof of culpability, demonstrating a willful attempt to downplay the extent of the harm they caused and avoid financial accountability.

If the casino continues to ignore these requests, this level of evasion and disregard for responsible-gaming obligations clearly merits a blacklisted rating to warn and protect future players.

I respectfully urge Casino Guru to document this refusal as part of the official record and treat it as a serious breach of player-protection and transparency standards.

Dear gpac2024, I am in talks with the management of the Crowngreen Casino and will post an update as soon as I have it.

Dear Matej,

Thank you sincerely for your continued efforts and communication with CrownGreen’s management. I truly appreciate your persistence and professionalism throughout this process.

That said, this case has long surpassed a standard complaint. The casino has repeatedly failed to provide the complete cashier history that you’ve requested — the one document that would confirm the true scope of my losses. Their refusal to cooperate after multiple reminders is not a misunderstanding; it’s intentional concealment.

The $2,000 refund initially offered is now irrelevant, as CrownGreen delayed honoring my self-exclusion for more than four weeks after my request, during which time I made hundreds of deposits. That delay, combined with their refusal to disclose financial records, represents a serious breach of ethics and player-protection obligations.

All I am asking for is a fair and transparent resolution, nothing more. But if CrownGreen continues to ignore your requests and refuses transparency, this level of misconduct clearly merits a blacklisted rating to warn and protect future players from similar harm.

Dear Matej,

Thank you for your follow-up. After a full review of the case, we would like to clarify our final position.

The complaint submitted by the player to Casino Guru was explicitly opened for a refund of $2,000. In order to resolve the case fairly and in good faith, we fully approved and processed a refund in the exact amount

requested by the player.

It is also important to clearly state that after the complaint was opened and until the refund was issued, the player did not spend or lose any additional funds on our platform. Therefore, the amount originally requested ($2,000) fully covers all activity relevant to the complaint.

After we agreed to and processed the refund of her initial request, the player began attempting to obtain significantly larger compensation amounts. These demands were not connected to any gameplay or losses after the complaint was made and appear to be attempts to leverage the already-resolved case for additional compensation. Such behavior falls outside the scope of the original complaint and does not align with our complaint-handling standards.

For transparency, we can confirm the following:

• The complaint was opened for $2,000.
• This full amount was returned to the player.
• No additional losses occurred after the initial complaint was created.

We consider the matter resolved strictly in accordance with our responsible gambling procedures and complaint-handling policy. While we always act in good faith to assist all players, attempts to escalate or alter the terms of a resolved complaint are treated as manipulation and cannot be accepted. Therefore, we regard this case as fully closed with the refund already provided, and we will not be issuing any additional compensation beyond the amount the player requested in her original claim.

Should you require confirmation that the refund was processed in the amount initially requested on Casino Guru, we will gladly provide the necessary proof of that specific transaction.

Best Regards,

Crowngreen Team

CrownGreen Casino is falsely claiming my complaint was "only" for $2,000 so they can avoid refunding the $25,000+ I lost after I requested self-exclusion and admitted addiction. They ignored that request for over four weeks, accepted more than 300 deposits, and are now refusing to provide the cashier history Matej repeatedly asked for. Their response is not cooperation — it’s concealment, manipulation, and a clear attempt to avoid accountability. I will pursue this until CrownGreen is fully held responsible or blacklisted.

Dear Matej,

CrownGreen Casino’s latest statement is deeply misleading and intentionally omits the most critical facts.

The casino continues to hide behind the false claim that this complaint was "opened for $2,000." That amount was based on my initial understanding before reviewing my full bank records — and, more importantly, before CrownGreen finally honored my self-exclusion request weeks later. The complaint was opened because the casino ignored that request, not because $2,000 represented the total loss.

From August 24 to September 25, I made over 300 deposits totaling more than $25,000 CAD, all after explicitly requesting self-exclusion and disclosing addiction. That period — and those losses — are the direct result of CrownGreen’s failure to act responsibly. Their attempt to treat my original figure as a "final settlement" is an insult to fairness, logic, and ethics.

It is equally unacceptable that CrownGreen has still refused to provide Matej with the complete cashier history, despite multiple formal requests. That omission alone is proof of culpability. Their refusal to share the data that would confirm the truth speaks louder than any denial they can write.

CrownGreen has now gone beyond negligence; this is deliberate avoidance, exploitation of an addicted player, and outright disrespect for Casino Guru’s authority.

I am demanding a full refund of all deposits made from August 24 to September 25, 2025 — the period during which my self-exclusion was ignored — and I will continue this fight until CrownGreen is blacklisted across every responsible-gaming platform or until they provide the refund owed.

Sincerely,

Dear Matej,

I want to add one important point for the record.

CrownGreen Casino operates under an Anjouan license, a jurisdiction that clearly requires immediate action on self-exclusion requests and strict adherence to responsible-gaming standards. In this case, CrownGreen ignored my self-exclusion for more than four weeks, accepted hundreds of deposits from an addicted player who had asked for help, and is now refusing to provide the cashier history you have repeatedly requested.

If a licensee under Anjouan jurisdiction can behave this way with no accountability — ignoring exclusion requests, continuing to accept deposits from a vulnerable player, withholding critical financial records, and rewriting the narrative after the fact — then it raises serious questions about whether casinos operating under the Anjouan license can be trusted at all.

I truly hope CrownGreen chooses transparency and compliance before this escalates further, because player protection should matter — and regulators should be made aware when it doesn’t.

Sincerely,

Dear Crowngreen Casino, thank you for your explanation. I would like to point out, that upon lodging a complaint through Casino Guru, the player is required to fill out the disputed amount. During that time, many players are in emotional distress - angry, desperate, afraid.. and the amount they enter is often incorrect. Sometimes it's only a rough idea of what was lost as they do not remember exact sum, or they can't check because their account is blocked. And some players even increase the real amount by adding all kinds of "emotional damage" reparations they feel like being owed. Therefore we can't take the disputed amount entered by the player as definite.

The above is the reason I was asking for the cashier history, as I usually do in cases of late account closure. This is all part of the process, to ensure fair treatment for both sides. We don't want to press the casino to refund the amount that was made up by disgruntled players, as well as to ensure players get back all their deposits that should have not been made in the first place.

According to the player's deposit history I have received, the deposits made during the time we believe the account should have been already closed, amounts to 19,148 CAD altogether. If this is correct and we subtract the 2,000 that has already been refunded, this still leaves us with 17,148 CAD. And since I have still not received any data from your end, I have no reason to question the evidence provided.

Thank you gpac2024 for additional information and the transfer history you have sent me. I have escalated the above to the casino's management, including the decision makers so this case will show if future cooperation is possible. Now to explain why I can't request a refund of 25,000 CAD: even in cases of gambling addiction, it is impossible for a casino to instantly close the account. There are numerous internal checks that needs to be done, from ongoing bets, through verification the request is genuine up to the confirmation it was requested by the legitimate account holder. These things take a while, and therefore we have to give the casino a reasonable amount of time to process this request and close the account. If we didn't, it would be unfair towards the casinos and open all kinds of avenues for misusing the self-exclusion process for so-called "free betting" by some less conscientious players. Therefore anything deposited right after the request (and within the time we allow the casino to process such request) is considered non-refundable by Casino Guru. I can't share exact time frames as those are part of internal procedures, but hopefully I was able to explain the situation well enough. For now we'll wait for the response from the casino management, and I will let you know once I hear back whether they reconsidered their stance or not.

Dear Matej,

Thank you for carefully reviewing the documentation and for independently confirming the amount of deposits made during the period when my self-exclusion should already have been enforced. I appreciate your fairness and clarity regarding the $19,148 figure and your explanation of Casino Guru’s internal process.

I will wait for CrownGreen’s management to respond and sincerely hope they choose cooperation, transparency, and responsibility in resolving this matter properly.

Sincerely,

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej,

With the extended response period now expired and CrownGreen still refusing to engage or provide the cashier history you repeatedly requested, I want to thank you publicly for the work and transparency you have shown throughout this process.

The fact that CrownGreen will not even acknowledge their obligation to refund deposits made after a self-exclusion request — especially one that explicitly mentioned addiction — speaks volumes about their total disregard for responsible-gaming regulations and the basic protections vulnerable players rely on.

Their refusal to cooperate in any form further highlights the seriousness of this situation. A casino that ignores self-exclusion, continues to accept deposits from an admitted addict, and then refuses all transparency afterward presents a clear risk to players.

Whatever the outcome, I trust that Casino Guru’s safety index and warning system will reflect this conduct so that the millions of players who rely on your platform are fully informed. Ensuring that the public is aware of this casino’s behaviour would be the closest thing to real justice in a case where the operator has chosen silence over accountability.

Thank you again for your professionalism and commitment to player protection.

Sincerely,

gpac2024

Dear gpac2024. After a lengthy internal discussion, I have learned about some management changes within the casino, that are happening now. Since the disputed amount is quite large, and I do prefer my complaints getting resolved, I am extending the timer for one final time.

My colleagues from other teams will contact the casino group, and get the new managers involved. However, if no real outcome is reached by this Friday, or if I feel like the responses are just stalling for time, I will close the complaint as unresolved once the timer runs off.

Dear gpac2024, I am happy to bring you some good news!

After a call and further talks with the casino management today, I have been assured CrownGreen Casino will proceed with the refund of the remaining 17,148 CAD. The team is working on the payment as we speak, so expect them to contact you shortly regarding the method and steps describing how it will be processed.

I will swap the timer towards you now, and please let me know once you hear from the casino team - or if you do not receive any messages or direct refund by the next Tuesday (09/12). Given the amount, I would like to give the finance team enough time to process it. If you have any further questions, please do not hesitate to ask.

Dear Matej,

Thank you for the update and for all your work on this case. CrownGreen already has my banking information as well as the email they used when processing the initial $2,000 refund. I will confirm with you as soon as the additional funds are received, or if I do not hear from them by Tuesday.

Thank you again for your continued support.

Dear Matej,

I received an email from CrownGreen directing me to log into my account to make a withdrawal of the funds. When attempting to do so, I received an error message indicating the account cannot be accessed. I forwarded the screenshot of the error message. I just wanted to update you, as I assume the account may still be restricted due to the permanent closure. Please let me know if any further steps are needed from my side. Thank you again for your help.

Dear Matej,

The casino instructed me to reset my password, but the reset link did not work. They then wrote that they would get back to me and that it may take some time. Since they already have my bank details and the email used for the previous transfer, I wanted to check whether accessing my account is actually necessary for the refund process. I will wait for your guidance.

Thank you again for your support.

Dear Matej,

I was able to access my account and saw a balance of $8,386.58. Since the withdrawal limit is $7,000, I now have two pending withdrawals totaling that full amount.

Once these are paid out, the remaining balance owed to reach the agreed refund of $17,148 will be $8,761.42.

I will update you as soon as the funds are deposited and once the remaining amount is paid. Thank you again for your continued assistance.

Thank you for the update, hopefully it will be a smooth sailing from now on. Please keep me up to date, and once all the money has been transferred, we can close the case as resolved.

Dear Matej,

We are writing to provide an update regarding this case.

An additional refund of 8,386.58 CAD has been processed for the player.

This amount includes the player’s net losses, excluding withdrawals (30,225 CAD), all bonuses received during the gameplay period (6,007.42 CAD), and the previously refunded 2,000 CAD.

We hope this resolution is satisfactory and helps bring this matter to a close.

Should you require any further information from our side, please feel free to reach out.

Best Regards,

Crowngreen Team

Dear Matej,

Thank you for the update. I want to clarify that the numbers presented by CrownGreen do not match my verified banking activity. I did not receive withdrawals totaling 30,225 CAD during the relevant period, nor was I informed that bonuses would be deducted from the refund amount.

Regarding the refund figure, the 17,148 CAD was the amount you calculated and the amount CrownGreen agreed to refund. While I cannot personally confirm the exact final figure without the cashier history, it remains the only calculation grounded in actual evidence — and CrownGreen has still not provided the cashier records you repeatedly requested to verify or amend it.

As of today, I have successfully withdrawn 8,386.58 CAD. Based on the agreed-upon refund amount of 17,148 CAD, the remaining balance owed is 8,761.42 CAD.

I respectfully ask that the refund be completed as originally agreed, unless CrownGreen provides the full cashier history to support any different calculation.

Thank you again for your continued assistance and transparency

Dear Crowngreen Casino, I thought we have already established that bonuses do not count towards total amount of withdrawals, same as winnings. I have a call on Monday with the casino representatives, and we will discuss this further.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino has provided me with another cashier history I have to sift through, but I will post an update as soon as I manage this task.

Dear gpac2024, after sifting through 19 pages of deposits and withdrawals that happened within the time frame we established before, seems like deposits and withdrawals - including the two withdrawals made in December - all balances out. With the account being closed and marketing communication ceased, I believe we have reached the conclusion. Please, let me know if you consider the issue resolved satisfactorily. Thank you very much.

Dear Matej,

Thank you for taking the time to review the records and for your continued efforts throughout this process. While this outcome does not feel satisfactory given the circumstances and the way my self-exclusion request was handled, I understand the limitations of what can be achieved at this stage. I accept this as the final outcome of the complaint. Thank you again for your professionalism and persistence.

Dear gpac2024, thank you for the confirmation. I will now proceed to reject this complaint, as we do not consider complaints where players are not completely satisfied with the results as successfully resolved. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Please remember that you are welcome to contact us again if you run into any problems with this or 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.