The player from Germany had requested a permanent self-exclusion on July 10, 2025, due to gambling problems, but the casino had not confirmed the closure, leaving the account active. Despite the request, he had continued to make deposits and incurred a net loss of €1207.00, which he claimed was illegal, and he sought a refund along with information on his data processing. The complaint was rejected by the Complaints Team because more than six months had passed since the incident, making it a "cold case" that could not be effectively investigated. The team was therefore unable to assist with the refund or further investigation.
irwin Casino - Player’s account remains active after self-exclusion request.
Closed
Our verdict
Other
Amount: €1,207
irwin Casino
Safety Index:HighCase summary
Discussion
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4 weeks ago
Translation
On July 10, 2025, I explicitly requested a permanent self-exclusion/account suspension via email due to gambling problems.
In my message I clearly stated that my account should be permanently closed ("please block my account forever / I am a gambling addict").
However, the provider did not confirm the block and left my account active.
Despite my ban request, I was still able to log in, make deposits and participate in gambling.
The provider has therefore violated its legal obligation to protect players.
After the date of my blocking request, I continued to make deposits and consequently suffered losses.
I have attached the following evidence:
• Email with blocking request
• Response from the provider
• Deposit and withdrawal receipts
Summary of payments after blocking request:
Deposits: €1847.00
Payouts: €640.00
Net loss: €1207.00
I demand a refund of this net loss, as all gambling activities after my self-exclusion were illegal.
In addition, I requested information regarding my data processing in accordance with Article 15 of the GDPR. This request has not yet been answered by the provider.
I request CasinoGuru's assistance in recovering my losses and enforcing my rights.
Automatic translation:
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4 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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4 weeks ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, I would like to ask you a few questions for clarification:
- Did you contact the live chat as suggested by the VIP agent when you initially requested self-exclusion?
- After you realized that your account had not been self-excluded, did you try reaching out to the casino using any other email addresses?
- Could you please confirm the exact dates on which you deposited money into this casino after your initial self-exclusion request on July 10? Were the deposits made only on July 13 and July 14?
- Is your account currently still open, or has it been closed in the meantime? If it has been closed, could you please specify when the casino closed it?
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
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4 weeks ago
TranslationHello,
I will gladly answer your questions:
• I deliberately submitted my self-exclusion request in writing via email to ensure that the request was documented and verifiable.
• On July 10, 2025, I explicitly requested a permanent ban of my account.
• However, the provider did not block my account, but merely asked for the "reason" and later referred me to the live chat.
• My account was not immediately blocked. It remained fully usable.
• I was still able to log in, deposit funds and play.
• Deposits continued to be made even after I filed a blocking request. The transaction list is available.
• My account was never technically blocked.
I have attached all emails, replies from the casino, and my transaction list as proof.
In my view, the casino violated its obligation to immediately self-exclude.
The losses incurred following the blocking application were therefore not lawful.
I request assistance in recovering my net loss.
Thank you.
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3 weeks ago
Do I understand correctly that you have not reached out to live chat as advised, but continued depositing and playing at this casino?
When did you last deposit money into this casino?
Are you still able to access your account?
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2 weeks ago
TranslationYes, you understand correctly.
I contacted the casino several times via email and explicitly requested a permanent self-exclusion due to gambling addiction on July 10, 2025.
Despite this clear request, my account was not blocked. Instead, I was repeatedly asked to explain the reasons or use the live chat. However, the block was not implemented until July 17, 2025.
Between July 10, 2025 and July 17, 2025, I was able to continue depositing money and playing, even though the casino was aware of my gambling addiction.
My last deposit was made after July 10, 2025, specifically in the period before the actual account suspension. The total amount of deposits made after the suspension request is €1,207 (a breakdown is available).
I currently cannot access my account because it has been permanently blocked.
My complaint relates exclusively to the losses incurred after the self-exclusion request, as the casino failed to comply with its obligation to implement it immediately.
Automatic translation:
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1 week ago
Hello ihea1984,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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yesterday
We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.
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 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.
Best regards
Veronika
