The player from Germany reported that despite having requested a permanent account closure due to gambling addiction on March 6th, the casino Glorion kept his account active, allowing him to log in and deposit €300, which he subsequently lost. He sought assistance in obtaining a refund for this amount. Upon reviewing the timeline, it was found that the casino closed the account on March 7th, more than 24 hours after the self-exclusion request, noting that such requests were processed manually and required time. It was concluded that the casino acted within a reasonable timeframe and therefore could not be held responsible for the deposits made during the processing period. Consequently, the complaint was rejected as unjustified and no refund was granted.
Glorion Casino - Player’s account remains active after self-exclusion request.
Unjustified complaint
Amount: €300
Glorion Casino
Safety Index:HighCase summary
Translation
Dear Casino Guru Team,
I would like to file a complaint against the online casino Glorion.
On March 6th, I informed the casino's support team via email that I suffer from gambling addiction and requested the permanent closure of my account.
Despite this clear self-exclusion request, my account remained active. I was still able to log in and make deposits, even though I had explicitly reported my gambling addiction.
Because of this situation, after self-excluding, I deposited and lost another €300.
According to responsible gambling guidelines, an account should be immediately blocked as soon as a player reports a gambling problem and requests permanent closure. Unfortunately, this did not happen here.
Therefore, I am asking for your help so that the casino refunds the €300 that I deposited after my self-exclusion.
Thank you for your support.
Best regards
Sascha H.
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Has the casino responded to the message you sent on Friday, March 6?
- Is your account currently closed, or is it still open? If it's closed, kindly specify when exactly the casino closed it.
- Have you passed the full KYC verification at this casino?
- When exactly did you deposit the additional €300 into the casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
TranslationOn March 6, 2026 at 7:59 PM, I informed the casino's support team via email that I suffer from gambling addiction and requested a permanent account ban (self-exclusion).
At the time of this message, there was no credit balance in my player account.
According to the Responsible Gambling Guidelines, an account should be immediately suspended after such a report. However, this did not happen.
My account remained active and I was still able to make deposits.
On March 7, 2026, at 7:33 AM, my account was still not blocked and I was able to deposit money. During this period, I deposited and lost €300.
My account was only blocked later, on March 7, 2026 at 9:50 PM, more than 24 hours after I reported my gambling addiction and requested permanent account blocking.
Additionally, my account was not yet fully KYC verified at that time.
In my opinion, the casino should have closed my account immediately after I requested self-exclusion. The fact that deposits were still possible constitutes a violation of the Responsible Gambling Guidelines.
Therefore, I request a refund of the €300 I deposited after submitting my self-exclusion request.
I can provide all the necessary evidence (emails with timestamps, deposit times and blocking times).
Dear ihea1984,
Thank you for your response.
According to the available evidence, you submitted your self-exclusion request on March 6, and the casino closed your account on March 7. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.
From our perspective, Glorion Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.
As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.
Best regards
Veronika
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