The player from Germany filed a complaint because his account had been reopened despite a confirmed 'irrevocable' ban, which he had requested to be enforced. After the reopening, he made additional deposits, but the provider refused to refund those funds. We reviewed the case and concluded that a refund could only be pursued if the player had informed the casino of gambling problems and the casino had failed to protect him. Since no such information had been provided by the player, we determined that the casino was not liable for the losses incurred after the account was reopened. Consequently, the complaint was rejected due to the absence of grounds for a refund under our guidelines.
Lucky Circus Casino - Player's account has been reopened against his request.
Closed
Our verdict
Other
Amount: €1,860
Lucky Circus Casino
Safety Index 6.8 Above averageCase summary
Discussion
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1 month ago
Translation
I am filing a complaint because my player account was reopened despite a previously confirmed "irrevocable" ban.
I repeatedly requested that my account be blocked or permanently closed. This was explicitly confirmed to me by the VIP manager. Nevertheless, my account was subsequently made accessible again, allowing further deposits.
After the reopening, numerous payments were processed again, although in my view the block should have remained in place.
I contacted the provider directly and requested a refund of the deposits made after the confirmed suspension. This was refused.
I can provide all evidence and screenshots of the communication.
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1 month ago
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1 month ago
Dear Ylk187;
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 forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru
Thank you in advance for your cooperation.
Best regards,
Tomas
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1 month ago
TranslationThank you for your reply.
I have sent you a screenshot of my email from back then. It clearly shows that I explicitly requested the "permanent and irrevocable" closure of my account with immediate effect.
From my perspective, this was therefore not a simple account closure, but a permanent exclusion. That's why I was so surprised that the account was later reopened.
I therefore request a review of whether the reopening was even permissible under these circumstances.
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1 month ago
TranslationI have had my account blocked several times before, but never in such an unambiguous way. When I explicitly write "irrevocable" and "permanently," it clearly and unambiguously means: forever, without the possibility of reopening.
If a casino circumvents such a ban, I have to question where the line is drawn. It's particularly contradictory that VIP support confirmed the permanent ban, yet the account was subsequently reactivated. This contradicts the very meaning of a permanent and irrevocable account ban.
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1 month ago
TranslationFurthermore, I explicitly informed you on March 3rd that the account was to be closed "indefinitely." This wording also makes it unequivocally clear that a permanent closure of the account was not intended, not a temporary suspension.
Given this background, I find it incomprehensible why the account was later reactivated. It is particularly contradictory that the permanent or irrevocable suspension was confirmed by your VIP support, yet the account could still be reactivated afterward.
If even formulations like "permanent", "irrevocable" and "close indefinitely" are not considered a clear signal, I have to question whether your casino even has clear limits and effective safeguards.
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1 month ago
Thanks for sharing your point of view.
- Could you please provide a more detailed explanation of the circumstances that led to the most recent reopening of your account?
- Who initiated the reopening of your account? Was there any process in doing so?
Please let me know and share the relevant communication between you and the casino if possible. My email is tomas@casino.guru
Thanks in advance for your cooperation.
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1 month ago
TranslationThank you for your feedback.
I would be happy to explain the process of reopening my account in more detail.
On April 29th, I explicitly requested via email that the casino close my player account with immediate effect, "permanently and irrevocably." This wording was chosen deliberately and unambiguously.
I then received explicit confirmation from the VIP manager:
"We have permanently blocked your account, as you requested."
From my perspective, this clearly understood and confirmed my request.
Later, I contacted the VIP manager again via chat. Initially, I was told that the account should remain closed. However, the same VIP manager later explained:
"We can reopen the account."
The reopening then took place directly via chat contact with the VIP manager.
This is precisely where I see the crucial point of my complaint:
If an account has previously been explicitly confirmed as "irrevocably blocked", a subsequent reactivation should, in my view, no longer be possible.
Otherwise, the term "irrevocable" loses its actual meaning and the protective function of such a block is effectively eliminated.
I have already uploaded the complete correspondence, including the relevant emails and chat logs. If that's not enough, I can send you the entire chat.
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1 month ago
TranslationInitially, I received explicit confirmation that my account had been "irrevocably blocked." Subsequently, the VIP manager informed me that management had decided the account would remain closed and not be reopened.
Nevertheless, the decision was changed again a short time later and the account was subsequently reopened directly via the VIP chat.
Attached are screenshots where you can see this in detail.
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4 weeks ago
Thanks for your reply and the information provided.
We can ask the casino to refund money lost on gambling only in cases where we can conclude the casino should have protected you. Since you didn't inform the casino of suffering from any gambling issues, you were in control of your gambling from our perspective, which means we are unable to pursue a refund.
Please let me know if there is information I haven't considered.
Looking forward to your reply.
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4 weeks ago
TranslationHello Tomas,
Thank you for your message. However, there seems to be a misunderstanding.
This was not a simple account closure, but an "irrevocable ban" which had already been explicitly confirmed to me by the casino and the VIP manager (see the attached screenshots).
If a casino confirms a ban as "irrevocable," that account must not be reopened under any circumstances, and certainly not simply via a VIP chat. The casino actively violated its own commitments and fundamental player protection principles by granting me access to gambling again, even though the account should have been permanently closed.
My losses resulted from this unauthorized reopening by the casino. I therefore respectfully request that you review this case in light of the unauthorized reopening of a previously confirmed, permanent ban.
Best regards,
Yalkin ****
Edited by a Casino Guru admin
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4 weeks ago
TranslationHello Tomas,
Here is the crystal-clear proof you've overlooked. Please take another close look at the screenshots from April 29th.
There, VIP manager Martin explicitly writes to me at 8:34 a.m.: "...and we have irrevocably blocked your account, as you requested."
Just a little later, at 9:23 a.m., he even confirmed the decision of the top management once again: "Unfortunately, management has decided that the account will remain closed."
The casino and its management had already officially, permanently, and irrevocably blocked my account. However, later in the chat, the VIP manager caved and unjustifiably lifted this permanent block, which allowed me to deposit and lose the €1,860.
According to Casino Guru's guidelines, a casino is liable for all losses incurred if a confirmed, permanent ban is simply broken. I therefore urge you to reassess the case based on this clear evidence.
Best regards,
Yalkin *****
Edited by a Casino Guru admin
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3 weeks ago
Thanks for sharing your point of view.
Sadly, we may only pursue refunds in a narrow range of circumstances, which haven't been met in your case. We believe the casino should protect you from further gambling when you inform them of your gambling issues. If such protection fails, we pursue an investigation and refunds.
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 online 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.
