The player from Greece had requested to close his account due to gambling addiction since June, but despite filling out the necessary form, his account had remained open and he had lost over 2000 euros. He reported that he could only temporarily block his account for 5 days before it was reopened, and he felt that the casino's practices were illegal. We had attempted to assist by requesting documentation of his closure requests, but due to a lack of response from him, the complaint was closed for now. The player retained the option to reopen the complaint in the future.
London Eye Casino - Player’s account is still open against his will.
Closed
Our verdict
Player stopped responding
Amount: €2,000
London Eye Casino
Safety Index:LowCase summary
Discussion
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7 months ago
Translation
Since June I have submitted a request to close my account due to addiction. They sent me a form which I filled out but this resulted in me losing over 2000 euros where they still have me open against my will, the only thing I can do is block it for 5 days. Then they open it again, they are scammers. And on the form it says self-exclusion for one month only. They are illegal.
Automatic translation:
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7 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with London Eye Casino. I have reviewed the responsible gambling policy of the casino and did not find any specific instructions regarding self-exclusion requests. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Do I understand correctly that your account is still open?
- Please specify the first time you contacted the casino support to request self-exclusion.
- Did you send your request via email or live chat? Have you mentioned that you've been struggling with gambling problems/addicted?
- Would you be so kind as to forward me all account closure requests that you sent to the casino? My email address is natalia.b@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Important Notice:
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7 months ago
TranslationMy account is still open, I sent emails and live chat, I also sent the form and I have lost €2000 since then until today, I have mentioned all of this in live chats and emails
Automatic translation:
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7 months ago
Dear player, could you please forward me the emails with all your account closure requests (not as screenshots) to natalia.b@casino.guru? We need to review your requests before we can proceed. Thank you for understanding.
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6 months ago
Dear nyojim,
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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6 months 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,
Natalia
Casino.Guru
