Crowngreen Casino - Player's self-exclusion request has been ignored.

Ι would like to file a complaint regarding the failure of the casino to honor my self-exclusion/account closure request.

I previously contacted the casino and explicitly informed them that I have a gambling addiction. I requested that my account be permanently closed/self-excluded for this reason.

Despite my request, my account remained active and I was still able to deposit money and gamble.

I have now found and saved the original messages proving that I had contacted the casino and requested account closure due to gambling addiction.

After my self-exclusion request, I was still able to make further deposits.

I believe the casino should not have allowed me to continue depositing and gambling after I had explicitly requested self-exclusion due to gambling addiction.

I am therefore asking Casino Guru to investigate whether the casino failed to properly implement my self-exclusion request and whether I am entitled to a refund of the deposits made after that request.

I can provide screenshots and evidence of my original self-exclusion request, the casino's responses, my account activity, and the subsequent transactions.

I would appreciate your assistance in resolving this matter with the casino.

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Dear Helenmua,

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 due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

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.

Thank you in advance for your cooperation.

Best regards,

Veronika