The player from Spain filed a complaint against Play Regal for not implementing her requests for a two-year self-exclusion, which led to her continued exposure to gambling. Despite multiple requests and clear communication of her intent to quit, the casino only provided temporary closures, resulting in emotional distress and a lack of protection. She requested refunds for deposits made after her exclusion requests and a definitive closure of her account without reactivation. The Complaints Team acknowledged the player's concerns but concluded that due to her refusal to submit a new self-exclusion request as suggested, the complaint was closed, emphasizing the need for active cooperation to mediate effectively.
Play Regal Casino - Player’s self-exclusion request was ignored.
Closed
Our verdict
Unjustified complaint
Amount: €5,000
Play Regal Casino
Safety Index:Very lowCase summary
Discussion
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6 months ago
Translation
(2-YEAR SELF-EXCLUSION NOT APPLIED + LACK OF PROTECTION)
I want to file a formal complaint against Play Regal for continued negligence in handling my self-exclusion requests and for keeping me exposed to gambling even when I was trying to permanently sever my relationship with the casino.
For a long time, I have clearly communicated my intention to stop gambling and walk away completely. I have requested a two-year self-exclusion on several occasions from the VIP agents who managed my account, as they were the ones handling all my inquiries and requests. Despite this, the casino never implemented this self-exclusion and instead only issued temporary closures that I could reopen later. This was not the measure I was requesting.
Main facts:
I have requested 2-year self-exclusions several times from the VIP agents who managed my account, following the channel provided by the casino itself.
Instead of implementing self-exclusion, the casino used reversible closures that never truly protected me. I was always able to get back in, which proves my requests weren't acted upon.
On one occasion when my account was closed because I was trying to quit gambling, the casino offered me €300 to reopen it. I eventually reopened it after receiving that incentive. I believe this type of action is completely incompatible with any player protection policy, especially in a situation like mine.
In numerous conversations, I have clearly explained how this whole situation is affecting me emotionally. It has caused me significant emotional distress and a constant feeling of being unprotected by the casino.
I have sent several formal complaints and have not received any response from the casino.
I have proof of everything I am stating and I will make it available to Casino Guru so they can verify it.
If the casino had applied the two-year self-exclusion when I requested it, I wouldn't have been able to access, deposit, or play again. Everything that happened afterward was only possible because the casino didn't act as it should have.
Therefore, I request:
The refund of deposits made after my 2-year self-exclusion requests that were never applied.
The definitive closure and no possibility of reactivation of my account.
Please take into account the emotional harm and lack of protection I have received.
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6 months 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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6 months ago
Dear Cliente2025,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Play Regal Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please clarify whether your account has been blocked or if it is still accessible to you?
- Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
- Could you please advise when was the last time the casino allowed you to deposit?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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6 months ago
TranslationGood afternoon, Katarina.
Thank you for your response. My account hasn't been blocked yet, and I can access it. I don't have any restrictions. Once again, they continue to ignore my self-exclusion requests. I submitted this last one over a week ago. I've sent you the documents you requested via email.
All the best.
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5 months ago
TranslationHello, Katarina.
I'm sending you additional information.
After requesting self-exclusion, I had a conversation with my VIP manager (attached). In it, I made it very clear that I didn't want to gamble, that I didn't want any funds, and that I needed a serious solution. Even so, I received responses completely contrary to what I had asked for: offers of "help," references to potential winnings, and messages encouraging me to remain active. Furthermore, that same day, funds were added to my account without my request, and despite my explicit request for withdrawal, they remain in my account. My account continues to be active, actions are being taken against it, and I am being pressured to continue, despite having expressly requested its blocking.
I've also included screenshots showing that, 14 days after requesting self-exclusion, my account is still fully active, and just yesterday I received 500 free chips. I don't know how this can be considered anything other than a complete lack of protection, given that self-exclusion should be applied immediately and without exception.
I've also attached a screenshot from February. At that time, I requested self-exclusion for a two-year period. My VIP manager tried to shorten that period, and when I insisted on keeping it, the conversation abruptly ended. When I tried to return to the chat, my account appeared as "closed," so I assumed the self-exclusion had been applied. However, I was later able to reopen it and continue trading, which proves that the self-exclusion request was also not implemented.
I'm sending you all this information to the email address you provided, just as you instructed.
I am at your disposal for whatever you need.
Thank you for your help.
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5 months ago
Dear Cliente2025,
thank you for your replies and emails.
- Could you please share your initial self exclusion request from February, please?
- Could you please clarify the reasons for the account closures?
- Do you feel that gambling has become difficult to control or is beginning to occupy your thoughts more than you’re comfortable with? Would you say that you might be experiencing a gambling problem, please?
Looking forward to your response,
Katarina
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5 months ago
TranslationHello,
Thank you for your reply. I will answer each point:
1. February self-exclusion request
I didn't save the full transcript because at the time I didn't imagine that months later I would have to prove it.
What I do have is the screenshot where my account appears as "closed" immediately after requesting a two-year self-exclusion. Minutes earlier, I had requested this self-exclusion in the chat with my VIP manager; he abruptly ended the conversation, and immediately afterward, my account appeared as closed. For this reason, I assumed the self-exclusion had been applied, although I later verified that this was not the case. (I have already attached the corresponding screenshot to this complaint.)
In addition to that test, I have also already sent you:
the conversation with my VIP manager after requesting self-exclusion,
screenshots of promotions sent after requesting the block,
the accreditation of 500 free tokens received when she should have already been excluded,
and screenshots showing that 14-15 days later the account is still fully active.
I requested my full account history from the casino, and they refused to provide it. The casino is obligated to keep all internal records: chats, emails, account closures and reopenings, promotions sent, and any other communication with me.
Therefore, I urge you to request that conversation and the complete history directly, as it is precisely the casino's own records that can confirm my requests and what happened. I clearly state that in February I requested a two-year self-exclusion, and I trust that the casino's records will confirm this.
2. Reason for account closures
The reason I requested the various account closures was always the same: I needed to stop gambling. When I saw that I was still gambling more than I wanted, I requested closure precisely to cut off access. These were never closures based on whims or mere preference, but because I needed to stop the activity.
3. About game control
Yes, the game affects me, and that's precisely why I requested self-exclusion in February and again now. My intention from the beginning has been to completely block the account.
The fact that self-exclusion has not been applied leaves me at risk, as I continue to receive bonuses, promotional messages and 500 free chips, even 15 days after requesting a total block, as shown by the evidence I have already attached.
I am waiting for the casino to provide the complete history that I have requested myself without success.
Thank you for your assistance.
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5 months ago
Dear Cliente2025,
Thank you for your response and for providing the additional information. I would like to reiterate that we are able to assist with account closures specifically for players who openly and explicitly indicate that they are struggling with a gambling addiction. These individuals are often in a vulnerable position and are seeking support to stop playing of their own accord, which is why clear communication is essential.
I have thoroughly reviewed the evidence you kindly provided. After careful consideration, I was unable to identify any mention of a gambling addiction in your initial correspondence. Unfortunately, without this information, our ability to support the recovery of any lost funds is limited.
If you believe that gambling addiction has played a role in your situation, I strongly encourage you to submit a new request that clearly states this. Please include me in copy when doing so, and I will ensure that your case is reviewed with the appropriate level of attention and care.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion due to gambling addiction
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Play Regal Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to casino email support@playregal.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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5 months ago
TranslationKatarina,
Self-exclusion is a right.
It is requested, it is fulfilled, and that's it.
It does not depend on emotions, personal confessions, or the player using a specific word.
It is an immediate obligation of the operator.
I've been requesting to close my account and self-exclude for three weeks. In three weeks:
– the account is still open,
– the casino has not implemented any measures,
– it hasn't blocked my access,
– has not sent the requested history,
– and your mediation has achieved absolutely nothing.
The only messages I have received from you have been weekly templates with no content, which do not inform, do not advance the case and do not demand anything from the operator.
It's the equivalent of doing nothing.
And I want to clarify something fundamental, because your answer suggests a requirement that does NOT exist:
Legally, I am NOT obligated to declare gambling addiction or explain my personal life in order to request self-exclusion.
Player protection regulations stipulate that the user's explicit consent is sufficient. No reasons, diagnoses, or emotional explanations are required.
My application —identified, documented and sent with my ID— was already complete and formally valid.
In fact, it is worth remembering something that seems to have been forgotten:
Self-exclusion is not a confession, nor an emotional test, nor an exercise in exposing the player's private life.
It is not an admission of gambling addiction, nor a diagnosis, nor a letter of repentance.
It is a protection mechanism, a right that is exercised without justifying anything at all.
Requiring a player to explain their personal problems or declare "addiction" to validate self-exclusion is a serious distortion of responsible gambling and an unacceptable way of shifting responsibility from the operator to the user.
The rules are clear: simply request it. That's all.
To avoid any doubt, this was the self-exclusion request I sent with my full name and ID number:
———
"I am writing to you to reiterate my request for immediate self-exclusion for two years.
I have previously requested self-exclusion and the account has only been temporarily closed.
I don't just want closure; I want total and definitive self-exclusion.
I request written confirmation that the measure has been applied correctly."
———
It is a clear, unequivocal request, and it more than meets all legal requirements.
It does not need to be reformulated or supplemented with anything else.
And to make it absolutely clear:
I'm not going to resubmit the self-exclusion form.
It has already been submitted correctly and there are no additional requirements in the procedure.
Added to this is a decisive fact:
The casino itself states in its rules that it is enough to "send a message requesting self-exclusion".
At no point are personal reasons required to be declared or any addiction mentioned.
The instruction you are trying to impose contradicts even the operator's official procedure.
Attempting to invalidate my application because it does not include a specific word only distracts from the main issue:
The operator ignored a perfectly valid formal request for three weeks.
Self-exclusion is NOT a confession,
It is NOT an emotional test,
It does NOT require any explanation.
It is a right that the operator must exercise without interpretation.
It is requested, it is fulfilled, and that's it.
What failed was not my request:
The operator's performance failed, and there was a total lack of effectiveness in the mediation.
After three weeks without any real progress, I hope this case will finally begin to be treated with the seriousness that has not been shown so far.
I'll wait.
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5 months ago
Dear Cliente2025,
thank you for your message.
I understand your desire to close your account and agree that the casino should respect your decision without resistance. However, Casino Guru's support is primarily focused on assisting players struggling with gambling addiction, as they are particularly vulnerable. While casinos, like any business, are entitled to employ persuasive tactics to retain customers, I encourage you to remain firm in your decision. It appears you possess the willpower to close your account independently.
Since we have not been able to move forward due to a lack of cooperation on your side, and you have chosen not to follow the recommendations provided, specifically sending one more self exclusion request, I regret to inform you that I have no other option but to close this complaint. I understand that this is not the outcome you were hoping for.
Please note that in order for us to successfully mediate any case, active cooperation from the player is essential. Without it, we are unable to proceed.
All the best,
Katarina
