The player from Germany attempted to delete his account for self-protection but received no response from casino support, neither through live chat nor email. He expressed frustration about the lack of player protection. We reviewed the evidence and found that his original request did not clearly mention gambling problems, so the case did not qualify as a self-exclusion complaint. As a result, we rejected the complaint because we could only mediate self-exclusion cases where a gambling issue was explicitly stated.
Godz Casino - Player’s account deletion request is ignored.
Closed
Our verdict
Other
Amount: ??
Godz Casino
Safety Index 5.8 Below averageCase summary
Discussion
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3 weeks ago
Translation
I wanted to delete my account to protect myself from further losses.
The live chat was just a computer voice that told me support would get back to me. But they never did.
I wrote an email to casino support, but received no reply.
WHERE IS THE PLAYER PROTECTION!!!!
Automatic translation:
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3 weeks ago
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.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
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 attila.g@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Attila
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3 weeks ago
TranslationI sent you everything by email, including a screenshot where I explicitly told Godz Casino I wanted to delete my account!
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2 weeks ago
Dear B5xElite,
thank you for your messages and screenshots provided.
After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.
Therefore I would recommend that you send another request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Godz Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@godz.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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
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2 weeks ago
TranslationSo that means Godz support doesn't need to delete my account.
Regardless of gambling addiction or regular deletion?
I clearly stated in my email that I wanted to close my account. Nothing happened, except that Casino Godz called me on my private mobile number, harassing me with a request for a bonus.
Where did I agree that someone could contact me privately, and yet you protect such an organization? I also sent you this call via email.
Ultimately, no casino needs to close my account anymore.
Regardless of whether it's gambling addiction OR regular closure.
In my email, I explicitly requested the deletion of my account.
For your information. Since you are protecting Godz Casino here, and they haven't deleted my account YET, even though I explicitly pointed out that I am being contacted and harassed privately via the mobile phone number I provided there, I will now do the following.
Yesterday I went to the police and filed a report regarding this attempted contact from Godz Casino. I will report the entire case to the German gambling authority, including your responses.
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1 week ago
Thank you for your response. I completely understand your frustration in relation to the failed account closure. However, at Casino Guru, we can only mediate cases concerning self-exclusion where the player has clearly indicated that they are experiencing gambling problems. As you confirmed that your request to close the account did not mention gambling problems, we are unfortunately unable to mediate this matter as a self-exclusion case.
We also understand that you have decided to pursue the matter with the police and the relevant German gambling authority. We respect your decision and wish you the best of luck in resolving the matter through these channels.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were 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.
