Incognito Casino - Player’s account closure request is denied.

I am writing to formally file a complaint against Incognito Casino regarding their failure to act on my request to close my account due to gambling addiction.

Some time ago, I contacted your customer support to inform you that I was experiencing serious gambling problems and that I wished to permanently close my account for my own well-being. Despite clearly communicating that my request was based on addiction-related concerns, I did not receive appropriate assistance. My request was either ignored or outright denied, and the casino refused to take the necessary steps to block my access.

This lack of action is highly irresponsible and goes against the principles of responsible gambling. As a gambling provider, you have a duty of care to protect vulnerable players and to act promptly when someone reports signs of addiction. Failing to do so not only puts individuals at greater risk but may also be in violation of regulatory obligations.

Dear Timtenveen, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Please specify if you have ever mentioned your gambling addiction in your self-exclusion requests. Have you only contacted the casino once on 01.01.2025? Would you be so kind as to forward me the emails the self-exclusion requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Timtenveen,

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.

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,
Natalia
Casino.Guru