Rizzio Casino - Player’s account was reopened despite self-exclusion.

I would like to submit a complaint regarding a serious responsible gambling failure by the casino operator.

In January, I informed the casino that I suffer from gambling addiction and requested that my account be permanently closed for this reason. However, I was told that the maximum exclusion available was only 3 months. Despite my clear disclosure of gambling addiction, my account was automatically reopened once this temporary exclusion expired.

After regaining access to the account, I was able to deposit and lose a total of €465 over the past two days. This represented all of the money I had available in my bank account at the time.

I believe the operator failed in its duty of care after I had already disclosed my gambling addiction and requested account closure earlier. According to the responsible gambling policy published on their website, players suffering from gambling addiction should be protected from further gambling activity and their access should be restricted for their own safety.

I have evidence of my original January email where I clearly informed the casino about my gambling addiction and requested account closure.

I contacted the casino directly and requested:

permanent closure of my account due to gambling addiction,

a refund of the €465 lost after the temporary exclusion expired,

and escalation of the matter to their Responsible Gambling / Player Protection team.

The casino has already closed my account, but I am still waiting for a proper response regarding the refund request and the handling of the responsible gambling issue.

I believe this matter deserves independent review because the operator allowed continued gambling despite prior disclosure of addiction-related harm and a previous closure request.

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Dear Hehe123,

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 specify the date you were able to reopen your account?

Could you please confirm the total amount deposited after the account was reopened?

Were you able to get a response to your email about the refund request sent on May 9? Please post it here.

Thank you very much in advance.

Best regards,

Jean

Hello,

I was able to log in on May 7, 2026.

I am also attaching proof of my deposits. A total of €465 was deposited between May 7 and May 9 after the account was reopened.

I have attached the entire email conversation with them here. They did not respond to my last message anymore. Here is also attached

Thank you for your help!

Br. Henna

Dear Hehe123,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin, (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello Hehe123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Best regards

Martin

Hello Martin,

Thank you for taking over my complaint and for your efforts to contact the casino representative.

I appreciate the recommendation. I have already installed Gamban on my devices to block access to gambling websites.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Hehe123,

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator you can find in the footer of the casino's website. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

The casino may reopen this complaint at any time should they decide to cooperate further.

Kind regards,

Martin