The player from Germany requests a permanent account closure due to addiction but faces difficulties as the casino only allows a temporary closure for 30 days. He has lost over €3,000 and is seeking assistance in obtaining a refund and closing his account.
Rizzio Casino - Player’s account closure is delayed.
Opened
Current status
Waiting for Casino Guru to reply
3d 14h 39m 36s
Rizzio Casino
Safety Index:Very lowCase summary
Discussion
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2 weeks ago
Translation
Good day,
Due to an addiction, I told them I wanted to close my account permanently. This casino makes it difficult to close an account; you have to fill out a form that you only receive three days after requesting it. However, this form isn't designed to allow you to close the account permanently. The maximum closure period is only 30 days. See attachment. Now I've lost over €3,000, and the casino isn't refunding me and isn't closing my account despite my request.
I am highly addicted, which I have told them several times.
I need help!
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2 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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2 weeks ago
Dear Mesimesi,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy, and I found this:
Self-Exclusion
If you feel you may be at risk of developing a gambling problem, or if you believe you currently have one, consider using the Self-Exclusion option. Self-exclusion allows you to close your account for an extended period, tailored to your needs. This tool is designed as a strong intervention for compulsive gambling. Please contact our Customer Support if you need more information or help managing your account limits. To request Self-Exclusion, simply send a written notice to our Customer Support team via email. Once your Self-Exclusion period begins, your account will be disabled, and you will not be able to deposit, withdraw funds, or place bets for the duration of the Self-Exclusion. Additionally, we will make every effort to detect and close any new accounts you may open during this time.
Could you please forward me the account closure requests that you sent to the casino? My email address is [email protected]. Do I understand correctly that you still have access to your casino account?
Thank you very much in advance.
Best regards,
Kristina
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1 week ago
Dear Mesimesi,
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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1 week ago
Translation
I already sent that to the specified email address on December 1st.
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3 days ago
Thank you for your reply, Mesimesi. Do I understand correctly that you requested account closure via the form? Have you ever directly informed the casino that you suffer from gambling addiction? If so, please forward all the relevant communication between you and the casino to [email protected].
Additionally, could you please clarify whether you currently have access to your casino account?
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3 days ago
Translation
Good day,
Yes, several times via the chat function. It's made difficult to contact them there. The closure was only possible via the form. But it wasn't a complete closure, only temporary.
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