One Casino FI - Player's account was not closed despite self-exclusion request.

On 14 January 2022, I contacted the casino and informed them about my gambling problem and clearly requested that my account be permanently closed due to gambling addiction.

Despite this, the casino failed to act on my self-exclusion request and my account remained active. I was still able to log in and continue depositing funds.

Because of this failure in responsible gambling procedures, I have lost a total of €1,188, which I believe should be refunded.

On 16 May 2026, I sent an email regarding this, but I still have not received a response. Today 17 May 2026, after specifically requesting it again via live chat, my account was finally closed.

This delay shows that my earlier self-exclusion request from 14 January 2022 was not properly handled, and the casino failed in its duty to protect me as a vulnerable player.

Gambling addiction is a serious issue, and licensed operators have a responsibility to enforce self-exclusion requests immediately. If my account had been correctly closed in 2022, these losses would not have occurred.

Therefore, I am requesting a refund of all deposits made after 14 January 2022, totaling €1,188.

I am asking Casinoguru to review this case and assist in recovering my funds due to the casino’s failure to implement responsible gambling protections.

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Dear wafflefrog,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with One Casino FI.

Based on what you’ve shared, the key point will be to determine whether the self-exclusion was properly enforced and what exactly happened afterward.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• What method did you use to contact the casino on 14 January 2022 to request the closure of your account?
• Can you provide any reference number or correspondence details that you might have from your initial self-exclusion request? Please post it here or send it to jean.s@casino.guru.
• After your request in 2022, did the casino ever close your account afterwards?

These details will help us understand whether there was a failure in enforcing responsible gambling measures or if there were any other factors involved.

I hope we will be able to help you to resolve this issue.

Best regards,

Jean

Hello Jean,

I have now sent the original email as an attached .eml file. Please let me know if you are able to open it properly.

I contacted the casino by email using the address listed on their website. In my opinion, I could not have been more clear about my gambling problem and my request to close the account.

I honestly do not know whether the account was closed temporarily after that, because I was closing several gambling accounts at the same time. However, I stopped receiving marketing emails after my request.

For some reason, marketing emails from the casino started again on 17 January 2025. I do not know why, because I do not remember logging into the casino again at that time.

In any case, the latest marketing email was sent to me on 24 April 2026, and after this I have relapsed and started gambling again.

You are not certain if the account was closed temporarily after the initial request in 2022.

Could you please check if the casino replied to your original request in 2022? Or if you have received a confirmation of the account closure from the casino?

When did you reopen your account?

After reopening, did your account pass verification before account was closed in May 17, 2026?

Could you please forward the email that you sent on May 16, 2026 to the casiino?

Unfortunately, I was closing hundreds of casino accounts around the same time, so I can no longer find the confirmation email regarding this specific casino. However, other casinos (especially those operating under an MGA license) have respected my self-exclusion request, and I have not been able to log in or create new accounts with them afterwards.

On May 16, 2026, I was able to log into my account again after reopening it. And my driver’s license/passport verification was approved then also.

I forwarded the email to you which I sent to the casino on May 16, 2026. Still no response.

Dear wafflefrog,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly before depositing, is the essential evidence that each player must provide in order for us to proceed with a case like this.

Since you do not have sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.