FestivalPlay Casino - Player’s account closure request has been ignored.

Hello,I am writing regarding a serious failure on your part to comply with responsible gambling obligations.I sent a first request to close my account on January 25, followed by a second request on January 26, clearly stating that my request was due to a gambling addiction.Despite these explicit requests, my account remained active.As a direct result of this failure, I incurred a loss of €200 on January 28.I have written evidence (dated emails) proving my prior requests to close the account.Your inaction represents a clear breach of responsible gambling and player protection policies.I therefore formally request:The full refund of the €200 lost on January 28, andThe immediate and permanent closure of my account.If I do not receive a satisfactory response within 48 hours, I will have no choice but to escalate this matter to the relevant gambling regulatory authority and pursue further action.I look forward to your prompt response.Kind regards,

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Dear Bechir,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Terms and Conditions and this is what I have found:

3.22.1. The customer acknowledges, agrees and accepts that the Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays ("Business Days") of receiving a properly formatted request to Self-Exclude in connection with customer’s declaration that he/she may be experiencing problematic gambling behavior. ("Self-Exclusion Request")

3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from FestivalPlay.com, he/she needs to contact us on the following email address: customercare@festivalplay.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

3.22.4. The customer acknowledges, agrees and accepts that he/she shall remain solely responsible for all activity on his/her Account during the time that the customer request for Self-Exclusion may be pending, within a maximum time frame as meant in section 3.22.1. During the said time frame, the Operator is not obligated to void any activities on customer’s Account, such as but not limited to placed Bets and incurred Losses on the basis of the argument that customer has a request pending for Self-Exclusion.

• What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Additionally, do I understand correctly that you still have access to your gaming account? Has the casino reacted to your request?

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,

Attila

Hello Casino Guru Team,

I would like to provide a clear explanation of my case and kindly ask for your assistance.

More than two months ago, I requested the permanent closure of my account due to my gambling addiction.

However, the casino refused to close it permanently and instead sent me a message stating that my account was closed for only 30 days.

When the account became active again, and because I am a problem gambler, I unfortunately started playing again and lost a significant amount of money.

On January 25, 2026, I sent another email requesting the permanent closure of my account once again, but this request was completely ignored by the casino.

As a direct result of the casino ignoring my self-exclusion request, I continued playing and lost an additional 200 EUR. These losses could have been avoided if my request for permanent account closure had been respected from the beginning.

For this reason, I am asking for your help in reviewing this case. I believe the casino failed to comply with responsible gambling obligations, and I am therefore requesting a refund of the losses incurred after my request to close the account, which the casino did not respect.

I can provide all supporting evidence, including emails and dates, if needed.

Thank you very much for your time and support. I look forward to your guidance and assistance in this matter.

Dear Bechir,

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, Igor (igor.p@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,

Attila

Thank you for the clarification and for your support.I will wait for the Resolver’s response. If you need any additional information, please let me know.Kind regards,

Dear Bechir,

I am sorry to hear about your problem with FestivalPlay Casino.

I will now try to contact a FestivalPlay Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a FestivalPlay Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

"Yes, I am here waiting. 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 Bechir,

I have repeatedly tried to contact the FestivalPlay Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor