The player from Germany requested to close his account, citing concerns about potential gambling addiction, but the casino ignored his repeated requests and offered incentives to retain him. Despite his highlighting of German data protection law, his account deletion remained unaddressed. We provided guidance on responsible gambling resources and advised the player to clearly communicate his gambling-related issues using specific terminology to trigger proper procedures. After multiple attempts to engage the player and extend response time, the complaint was closed due to lack of reply. The player retained the option to reopen the complaint if he chose to continue communication.
Gomblingo Casino - Player's account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: ??
Gomblingo Casino
Safety Index:LowCase summary
Discussion
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1 month ago
Translation
Despite repeated requests and threats of legal action, the casino has not complied with my request to close my player account.
I keep getting asked why. I've already said often enough that I no longer enjoy gambling and most recently mentioned that I'm afraid of developing a gambling addiction. Even after pointing out the German data protection law, my request to delete my account and personal data has been ignored.
Instead, numerous offers of free spins or bonuses are brazenly used to keep the potentially addicted player hooked.
Automatic translation:
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1 month 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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1 month ago
Dear justinwissingxxx,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have reviewed the Responsible Gambling policy and found the following guidance:
Getting Assistance
There are many organizations that provide support to people who develop a gambling problem. We recommend contacting a self-help organization for additional help. The following websites offer advice, guidance, and helpline numbers:
Do You Have a Gambling Problem?
If you feel you may have a problem with gambling, consider the following questions:
Have others ever criticized your gambling?
Have you ever lied to cover up the amount of money or time you have spent gambling?
Do arguments, frustrations, or disappointments make you want to gamble?
Do you gamble alone for long periods?
Do you stay away from work, college, or school to gamble?
Do you gamble to escape from a boring or unhappy life?
Are you reluctant to spend 'gambling money' on anything else?
Have you lost interest in your family, friends, or pastimes due to gambling?
After losing, do you feel you must try to win back your losses as soon as possible?
When gambling and you run out of money, do you feel lost and desperate, needing to gamble again immediately?
Do you gamble until your last Euro is gone?
Have you lied, stolen, or borrowed just to get money to gamble or to pay gambling debts?
Do you feel depressed or even suicidal because of your gambling?
Answering "yes" to one or more of these questions may indicate a gambling problem, and you may wish to seek help through the channels listed above.
I have reviewed your request sent to support@gomblingo.com. Please note there is another support email: customercare@gomblingo.com.
- Have you tried contacting the casino via this address as well?
It is important to clearly inform the casino about your gambling problem. To ensure the casino processes your request correctly, please clearly state in your email that you wish to close your account due to a gambling-related issue, using key phrases such as "gambling problem," "problem gambling," "gambling addiction," "gambling issue," "pathological gambling," "compulsive gambling," "ludomania," "ludopathy," or "addiction-related struggles," and, if relevant, include context-sensitive wording like "suicidal thoughts," "mental health impacts," "loss of control," "inability to control," or "urgent need for help."
Using clear wording will help ensure the casino triggers the proper responsible gambling procedures and processes your request quickly. If you have not explicitly mentioned your gambling addiction in your previous request, I kindly recommend that you resend your email with a clearer statement regarding your situation.
Thank you very much in advance, and hope we can resolve your issue promptly.
Best regards,
Petra
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1 month ago
Dear justinwissing,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petra
Casino.Guru
