The player from Spain reported a violation of responsible gaming rules by CryptoCasino, as his account had been permanently self-excluded but was later reopened without his consent. Despite confirming a permanent block on his account, he was allowed to play again, which led to financial losses. He requested compensation for these losses and acknowledgment of the breach. The complaint was rejected because the player did not provide personal profile information after creating new accounts, which prevented the casino from identifying and blocking him effectively. The casino's semi-anonymous nature limited its ability to enforce self-exclusion across multiple accounts. The player was advised to use external tools like BetBlocker for protection, and the complaint was closed due to these circumstances.
CryptoCasino.com - Player's account was improperly reopened.
Unjustified complaint
Amount: €5,000
CryptoCasino.com
Safety Index:Fresh casinoCase summary
Translation
I am filing this complaint because CryptoCasino violated responsible gaming rules regarding permanent self-exclusion.
I requested the permanent blocking of my account on November 21, 2025, and I requested it again on November 25, 2025, clearly stating that I wanted a permanent block with no possibility of unblocking.
On November 25, 2025, CryptoCasino support confirmed in writing that the account had been successfully closed, as per my request.
Subsequently, during the month of December, the account was reopened by the casino after a request, even though it was a confirmed permanent self-exclusion.
Allowing the reopening of an account closed by permanent self-exclusion contradicts the basic principles of responsible gambling, as such exclusions should not be reversed, or at the very least should require strict controls and cooling-off periods, which were not applied.
After the reopening, I was able to play again and suffered financial losses, the exact amount of which I cannot determine, but which are recorded in the account history.
I request the return of the losses suffered after the improper reopening of the account, as well as the acknowledgment of the breach by the casino.
Attached are emails that prove the request for permanent self-exclusion and the confirmation of the closure by CryptoCasino.
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.
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Stay safe.
Dear Alejandr8888,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
First, I’d like to clarify the difference between closing an account and self-exclusion:
- Closing an account is simple and has almost no long-term impact. The player can reopen the account at any time, and the casino has no obligations toward the player.
- Self-exclusion, however, is more serious. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under very specific circumstances (after the cooling-off period, and not for players with a gambling problem).
According to the Responsible Gambling policy:
"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."
Please keep in mind that self-exclusion is permanent for the selected period and cannot be undone for your protection.
To help us understand your situation better, could you please clarify:
- Did you clearly inform the casino about your gambling problem?
- Did you explicitly state that you wanted a permanent self-exclusion after the temporary cooling-off period expired?
- Did you receive any notifications or warnings from CryptoCasino during the period when your account was reopened?
Thank you very much in advance for your reply.
Best regards,
Petra
TranslationThank you for your response and for the detailed explanation.
Below, I clarify the points requested and add an important clarification:
1. Did I clearly inform the casino about a gambling problem?
I did not explicitly use the term "gambling addiction." However, I clearly and explicitly requested the permanent blocking of the account, stating that it should be permanent and without the possibility of unblocking, which constitutes a valid self-exclusion request in accordance with responsible gambling principles.
2. Did I explicitly state that I wanted permanent self-exclusion after the reflection period?
Yes. In my messages of November 21 and 25, 2025, I requested a permanent block, and on November 25, 2025, the casino itself confirmed in writing that the account had been successfully closed, in accordance with that request. At no point was I informed that it was merely a simple closure or a temporary block.
3. Did I receive any notifications or warnings during the period in which the account was reopened?
No. I received no prior or subsequent warning or explanation.
Important additional clarification:
The account was reopened by CryptoCasino on November 26th, without my request. After the closure was confirmed, I did not submit any request to reactivate the account, nor was I informed that the self-exclusion was no longer in effect.
In summary, I requested a permanent block, the casino confirmed the closure, and subsequently the account was unilaterally reopened, which should not have happened under the cited responsible gaming policies.
Thank you for your time.
I've attached a photo of the reopening after I requested it twice in a row. I never asked for the reopening; I made it clear that it was closed.
TranslationHello,
I have carefully reviewed the casino's Terms and Conditions and also spoken to a moderator, who confirmed that accounts should not be reopened when a block or self-exclusion has been requested.
In my case, I expressly requested the permanent blocking of my account for responsible gambling reasons.
Despite this, the account was later reopened, allowing him to play again.
At the time I made the mistake of accessing the account once it was reopened, but I want to make it clear that I never requested the reopening, and that it should not have occurred under any circumstances if the permanent block had been properly respected.
I will attach the available evidence (emails and communications with support).
I believe this case should be analyzed from the point of view of non-compliance with responsible gambling measures, since the losses suffered would not have occurred if the permanent block had been maintained.
Thank you for reviewing the case.
Dear Alejandr8888,
Thank you for your reply and for providing the previous details.
I completely understand how upsetting it can feel when you believe the casino did not protect you properly, and I’m truly sorry for the frustration this situation has caused.
For cases like this, a self-exclusion request in which the player clearly states a gambling problem is essential evidence that allows us to proceed further. When submitting a self-exclusion request, it’s important to clearly explain the reason for the request, specify the desired time period, and use a clearly marked and recognizable email subject. Casino support teams receive a high volume of requests each day, and a clear subject line can help ensure your request is processed as quickly as possible.
I also strongly recommend saving a copy of your self-exclusion request, as this serves as important proof.
At this stage, please send another self-exclusion email to CryptoCasino.com and keep me informed of any updates or responses you receive.
Additionally, could you please let us know:
- Whether you had any communication with CryptoCasino support after your account was reopened
- Whether you have records of any financial losses incurred after the reopening, apart from your account history
Thank you very much in advance for your cooperation. We truly appreciate your patience and openness as we review your case.
TranslationThank you for your message and for reviewing my case.
I confirm that I requested the closure/self-exclusion of my account, citing a problem with the game and requesting that it be permanent. The account was subsequently closed, but was later reopened without my request, allowing me to play again.
After the reopening, I did have communication with support and my account remained operational, allowing deposits, KYC and normal play.
Regarding the losses, I can confirm that significant financial losses occurred after the reopening, which can be verified through the account history and casino records.
I understand the importance of keeping copies of the requests and appreciate the clarification. My complaint is based on the fact that there was a self-exclusion request for problem gambling, and yet the account was reactivated, which I consider a breach of the responsible gambling policies.
I remain attentive to any further steps that may need to be taken and I appreciate your support in reviewing this matter.
TranslationI'm showing the transactions shared today by Crypto casino
I didn't really know the exact amount. Below you can see 11/25/2025, the day I requested the account be blocked and made the last withdrawal, and above it shows December 20th, when my account should have been closed. I want a fair answer for myself as a player, thank you!
Dear Alejandr8888
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,
Petra
Hello Alejandr8888, 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 CryptoCasino.com 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.
TranslationHi Matej,
Thank you for taking on my case.
On November 25th, I requested the blocking/self-exclusion of my account. Despite this, the casino allowed me to continue accessing it, making deposits, and engaging in other activity after that date.
I believe this constitutes a clear breach of the blocking request and a failure in the casino's internal controls.
I am willing to provide any additional evidence needed, including communications and exact dates of deposits made after November 25.
Thank you for your help.
TranslationAll the evidence was provided; I expect a fair response for me as a player.
TranslationThank you for the casino's response.
I would like to clarify a fundamental point: on multiple occasions I expressly informed support that I am addicted to gambling and that I needed my account to be blocked.
It wasn't simply a request for ordinary closure, but rather communications where I clearly acknowledged a gambling problem.
If the casino had explicit knowledge of my vulnerability, I believe it should have implemented enhanced protection measures and prevented any reopening or subsequent creation of accounts linked to my identity, especially after performing KYC on several occasions.
I understand there were multiple accounts, but that precisely demonstrates that the preventative controls were not effective despite clear signs of risk.
I request that it be assessed whether the responsible gambling measures were sufficient once the casino was explicitly informed of my addiction.
TranslationI would like to clarify an important point regarding the dates November 21 and 25.
As the casino itself states, I requested the closure on November 21st and again on November 25th. More than 24 hours passed between these two dates, exceeding the supposed cooling-off period they mention.
Furthermore, as can be seen in the screenshots provided, the casino responded and confirmed the account closure.
Therefore, I don't understand how they can now argue that the process was not completed correctly, when there is express confirmation from the support team.
It's also true that I was later able to open new accounts and complete KYC processes with different email addresses. That's precisely the point: if the casino already knew my identity and my previous account blocking requests due to gambling issues, how was it possible that I was allowed to continue creating verified accounts?
I do not deny that I opened new accounts, but I believe that, after explicitly stating my gambling problem and requesting a block, the casino should have applied stricter measures to prevent this from happening.
I request that internal records be reviewed to verify if the closure was confirmed and if responsible gaming controls were properly implemented after November.
TranslationHERE YOU CAN CLEARLY SEE MY BLOCK REQUEST AND THE CRYPTOCASINO TEAM'S VERIFICATION RESPONSE
TranslationI also want to clarify the point regarding multiple accounts.
It is true that I created several accounts, and the casino itself acknowledged having detected this situation in early December, as they informed me by email.
That's precisely why I consider this point relevant: if the casino had already detected the use of multiple accounts linked to my identity, and was also aware of my statements about gambling addiction and blocking requests, I don't understand how it was possible that I was allowed to continue registering new accounts, completing multiple KYC verifications, and making large deposits.
Once the operator detects multiple accounts and has explicit knowledge of vulnerability due to problem gambling, I believe that the responsibility for applying stricter technical and preventative measures falls on the casino.
I do not deny my conduct, but I do question the effectiveness of the controls implemented after being warned.
I request an evaluation of whether, after detecting multiple accounts and receiving communications about addiction, the casino acted with due diligence to prevent further harm.
TranslationI would like to provide additional relevant information and I am also attaching a screenshot of the corresponding email as proof.
On December 20, the casino informed me via email that it had detected multiple accounts and that one of them had been closed for violating the rule of one account per player.
After receiving that email, I replied explicitly:
"I also want to block this account forever, I'm a gambling addict."
This statement was not a simple request for ordinary closure, but an explicit manifestation of gambling addiction and a request for permanent blocking.
Therefore:
The casino had already detected multiple accounts linked to me.
The casino had direct knowledge of my gambling problem.
Despite this, I was later able to continue creating accounts, completing KYC verifications, and making large deposits.
If the operator had already identified the situation and also received an explicit declaration of addiction with a request for permanent blocking, I believe that he should have applied stricter technical and preventive measures to prevent any further activity.
I do not deny having created additional accounts, but I question whether the responsible gambling controls were truly effective once the casino was fully aware of my vulnerability.
I request that internal records be reviewed to verify what measures were implemented following my declaration of gambling addiction and request for permanent account blocking.
TranslationI would like to conclude by reiterating that my intention is not to prolong this conflict, but to find a fair and reasonable solution for both parties.
I acknowledge that there were mistakes on my part, but I also believe that, once the casino had explicit knowledge of my gambling problem and the multiple accounts linked to my identity, stricter measures could have been applied to prevent the situation from escalating.
Therefore, I would like to propose that an amicable solution be considered, one that takes into account all the circumstances of the case. I am willing to engage in good-faith dialogue to reach a balanced agreement without further escalating this dispute.
I am confident that we can resolve this in a professional and constructive manner.
I would like to thank both parties for provided evidence and further explanation of the view points. I think I have pretty clear idea of what has happened, and will do my best to mediate an outcome feasible for the player as well as the casino. Before moving forward, I would like to make clear couple of things up, to explain Casino Guru's stance on multiple issues within this complaint, so everyone knows the reasoning behind further mediation.
- Semi-anonymous Crypto Casino
Dear Alejandr8888, CryptoCasino.com is a semi anonymous crypto casino, where you can register using just an e-mail address and your crypto wallet. Since their main marketing draw is the anonymity, that means regular player protection does not apply here. Creating a new e-mail takes about 3 minutes, and filling out your profile details is optionable. There is no way how the casino can identify you in time, or keep you away. While I will do my best to help you in this case, any further complaints against this casino - or any anonymous/semi-anonymous casinos, will be rejected. This is simply because there is nothing they can do to stop you re-registering. If you do not start using BetBlocker or some other tools to stay safe from this kind of casinos, Casino Guru will not be able to help in the future. This is because such action is bordering on misuse of the self-exclusion rules through semi-anonymity of the casino. I know as a gambler you can't help it, but we have to draw a line somewhere, to ensure less scrupulous players will not misuse this and our mediation process for fraud.
- Player profile and payment method
With the above in mind, I will be focusing on the player profile and payment method used in each of your account. If you have filled it with your real credentials before depositing and playing, I will mediate a refund for you. If you deposited anonymously and only filled out the profile after the loss (or never filled the profile details at all), I won't be able to do anything - coming back to the anonymity of the users. I'll request details from the casino and will update you about this later on. Despite anonymity, in cases of self-exclusion the casino needs to keep your credentials in the system, for future reference. This is the only way to keep players safe and once the credentials are properly filled in, system should flag you for checks.
- KYC
This ties into the previous point and I will have to find out whether a full KYC has been done, and if it was done only once or multiple times. Since your credentials should already be in the system, you should not be able to pass another KYC and be allowed to play.
- The 24 hour cool-off period
We find this an unnecessary hoop for a gambling addict to jump through, in order to get self-excluded. We believe that once the gambling addiction is stated, the casino should do everything they can to block the account as soon as feasible. A lot can change in 24 hours and we do not consider this to be adequate system. A cool off period for regular account closure would be alright, but not in case of gambling addiction. We believe no reputable casino would want to have gambling addicts for customers, so giving them time to "reconsider is counter-productive. Therefore, I will always consider the first request for self-exclusion as the starting point.
With this being said, I will now request details from the casino representative, figure out how was each account dealt with and then I will post my findings in this thread alongside with proposed solution. Thank you for your understanding.
TranslationI'd like to clarify that KYC wasn't always performed before the first deposit, but mainly when I tried to make withdrawals. However, once the KYC process was completed with my real information and my identity was verified, I was allowed to continue depositing and playing.
Therefore, from the moment my identity was confirmed in the system, the casino was fully aware that it was the same person who had previously requested a block and declared gambling addiction.
I believe that, based on that verification, technical measures should have been applied to prevent further activity
TranslationI would like to specifically clarify the point regarding the 24-hour period mentioned by the casino.
On November 21st, I requested the closure of my account and was told I had to wait 24 hours. Subsequently, on November 25th, I requested the closure again, making it clear that I did not want any additional waiting period and that I wanted a permanent block.
Despite this, on November 26th my account became active again without my having requested its reopening, which led to subsequent activity during the month of December and significant losses.
Furthermore, after explicitly declaring my gambling addiction and requesting a permanent account block, the casino was aware that I had multiple linked accounts. However, I was allowed to continue accessing existing accounts and opening new ones, completing KYC processes without any issues.
I believe that, once my addiction was declared and permanent exclusion was requested, and given that the operator was aware of multiple accounts linked to my identity, effective technical measures should have been applied to prevent any further activity.
I request a detailed review of internal records to verify how the November 25th request was handled and why subsequent activity was permitted.
I am attaching my closure request again along with the casino's response.
As you can see, my request is clear and explicit. Furthermore, the casino's response confirms receipt of this request and even provides me with a link to help for players with gambling problems.
Therefore, I believe that the operator was fully aware of both my intention to permanently block my account and my vulnerable situation.
I request that this communication be taken into account as a determining point in the chronology of the case.
And it was opened on the 26th
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.
Hi Matej - we replied to directly on email on the 17th February at 18:20 UTC - immediately after your thorough post.
Please check your spam and junk folders
🙂
The email contained all the facts and timeline you should need about all 6 of the players accounts.
It was rather long I'm afraid!
Best wishes
CC
PS i have resent the email and another email on an unrelated matter
Thank you CryptoCasino.com, I have received both messages and sent my response to the one related to this complaint.
Dear Alejandr8888, I have reviewed the evidence provided by the casino regarding your multiple account usage as well as self-exlusion issue you have raised through this complaint.
I have explained the reason why the casino is technically unable to keep you out and prevent you from re-registering in my previous message, so I will not repeat it, and instead will focus on the other parts to explain.
- Cool off period
This is a platform issue that is outside of the casino's reach. Currently the management is discussing with the platform representatives other options regarding faster reaction to self-excusion requests. Since this is not something the casino is able to directly influence, we can't hold it against them.
- Multiple account usage and refund request
Since you have never filled out the profile information after creating new account, I will not be able to mediate any kind of refund on your behalf. As mentioned before, this is a casino where providing personal information is voluntary. While the casino has blacklisted your credentials, they are unable to identify you if you do not provide them. By leaving your information out, the casino was unable to identify you and prevent you from depositing and playing. Whether this was done intentionally or not, we are unable to mediate a refund for you because of it.
- BetBlocker and professional help
The best way to stay safe from this casino, as well as multitude of others, I would 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. And if you would like to take another step towards recovery, feel free to e-mail me (matej.l@casino.guru) the town of your residence, and I will look up the closest help centre where you can get professional help and get well.
- Complaint closure
Due to the aforementioned reasons, I will now proceed to reject this complaint. 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.
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.
