The player from Germany had requested a self-exclusion due to gambling addiction on June 11, 2026, but experienced a delay in response, which had allowed him to continue playing and incur losses of at least €2,500. His account was then permanently blocked, but he no longer had access to his game and transaction history. Upon review, we found that the casino had not acknowledged the initial self-exclusion request, and the player had not followed up through alternative communication channels until June 28, when the account was promptly closed after the casino received the forwarded email.
Royal Sea Casino - Player's account has been closed after self-exclusion request.
Opened
Current status
Waiting for casino to reply
5d 15h 15m 42s
Royal Sea Casino
Safety Index 7.0 Above averageCase summary
Discussion
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1 month ago
Translation
On June 11, 2026, due to my gambling addiction, I requested an immediate and permanent self-exclusion via email. I received no response to this request for approximately two weeks, and my account remained active. Only after I forwarded my original email and sent an additional reminder was my account permanently blocked.
During this time, I was able to continue playing and making deposits. I estimate that I lost at least €2,500 in the process.
Since my account is now blocked, I no longer have access to my game and transaction history. However, I have Gmail confirmation that my self-exclusion request was sent to support on June 11, 2026.
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1 month 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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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Sea Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- After you learned the casino didn't react to your self-exclusion request, have you contacted the casino via different communication channels?
- Has the casino acknowledged your message by sending you an automatic reply, or assigned a ticket number to your request?
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
- Send further evidence to my email at tomas@casino.guru or post screenshots here.
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,
Tomas
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1 month ago
TranslationOn June 28th, I sent another reminder email, forwarded the self-exclusion email, and again requested that my account be closed.
Shortly after, I suddenly lost access to my account. It was blocked, and I received a corresponding email. The last deposit was made on June 28th.
The casino had previously informed me that my request had been forwarded to the relevant department and that I should have been notified by email on Monday.
Since I hadn't received any feedback, I inquired about the status of my request several times. I received contradictory answers: on the one hand, I was told that no request had been received from me regarding gambling addiction. On the other hand, I was informed that my deposit was voluntary and therefore could not be refunded. On the other hand, I was told that the case was still being reviewed by the website administration.
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1 month ago
TranslationHowever, I still receive marketing messages and advertisements.
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1 month ago
TranslationHello Tomas,
Is my case being processed or has it already been reviewed? Is any further information required from me?
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1 month ago
Thanks for your patience.
I went over the details of the case.
If the casino didn't receive or overlooked your self-exclusion request, we believe the player should follow up with additional emails or use alternative communication channels provided by the casino, such as live chat, WhatsApp, Telegram, or other available services, until the request is acknowledged.
Since the casino closed your account after they acknowledged your further requests, it appears they acted correctly in our view.
Please let me know if there is any information I haven't considered or overlooked.
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1 month ago
TranslationHello,
Do you even understand what my case is about? It took you a week to reply. I find that really disappointing.
I therefore ask you once again to properly examine the case and request a statement from the casino.
To recap, here are the facts:
The casino only closed my account two weeks after I requested self-exclusion. During this time, I was able to continue playing and lost a lot of money (over €2560).
I want these losses refunded because the casino did not act correctly.
I have also tried very often, and continue to try, to resolve the problem directly with the casino. Unfortunately, the casino is no longer responding to me at all.
I therefore ask you once again to carefully examine the case and request a statement from the casino.
Thank you.
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1 month ago
Hello Tomas,
I don't understand your response.
I have had similar cases with other casinos before. In those cases, Casino Guru first invited the casino to provide a statement. It then turned out that the self-exclusion had not been processed in time due to a technical issue or human error, and I received a refund.
That's why I don't understand why my case is being handled differently. I kindly ask you to invite the casino to provide its statement before making a final decision.
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1 month ago
Hello Tomas,
I don’t agree that the casino acted correctly.
After I requested self-exclusion, the casino continued sending me promotional emails with bonuses and special offers instead of making sure my account was excluded from gambling. They also took weeks to process my self-exclusion request, and during that time I was still able to gamble, which resulted in significant losses.
I have had similar cases with other casinos before. In those cases, Casino Guru invited the casino to provide a statement. The casinos admitted that the delay was caused by a technical issue or human error, and I received a refund.
I don’t understand why my case is being handled differently. I kindly ask you to invite the casino to provide its statement before making a final decision.
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1 month ago
Thank you for your patience.
We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.
You wrote in your first post: (translated)
Only after I forwarded my original email and sent an additional reminder was my account permanently blocked.
When exactly have you forwarded the original email to the casino?
Was this message acknowledged?
When were you active and making deposits before your account was closed?
Please let me know.
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1 month ago
TranslationI was active and lost money until June 28, 2026. Between June 11, 2026 and June 28, 2026, I suffered total losses of more than €2,560.
My self-exclusion request was submitted on June 11, 2026.
On June 28, 2026, I forwarded the email and also wrote additional emails. In total, I sent you two to three emails that day.
In general, I have not received any confirmation of receipt for any of the emails I sent.
If you can view my attachments, you will see that all documents have been uploaded completely. All documents are documented there.
Please take a closer look at my case so you can understand it better!
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1 month ago
Hello,
To be honest, I don’t understand why you’re asking these questions again. You already asked me the same questions about two weeks ago, and I answered them in detail.
I clearly explained when I forwarded my original self-exclusion email, that I sent a reminder on June 28, when my account was finally closed, and that my last deposit was also made on June 28.
So I have to ask: have you actually read my case and my previous responses? It is frustrating to be asked the exact same questions after I have already provided all the requested information.
If there is a specific point that is still unclear, please let me know exactly what information is missing. I will be happy to clarify it, but I would appreciate it if my previous responses were taken into account first.
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1 month ago
Thanks for your reply.
Sadly, we are not in a position to assist you, as explained above. If you don't receive a response from the casino to a single self-exclusion request to the casino’s support team, you should follow up by contacting the casino using the same or a different communication method. Sadly, the casino already stated they didn't receive your original request, and after they acknowledged receipt of the forwarded email, they closed your account promptly, based on your description of the timeline of events. Consequently, there is no basis for us to ask the casino for a refund.
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 this or any other 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.
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4 weeks ago
We’ve reopened this complaint at the request of Daniel8739. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.
Player's message:
Dear Casino Guru Team ,
I would like to inform you of another recent development.
Although the casino previously informed me that my account had been permanently closed due to my gambling addiction, I have now started receiving promotional and bonus emails from RoyalSea again.
In addition, I discovered that I can once again access my player account without any prior notification, my consent, or any explanation from the casino. I was never informed that my account had been reactivated or that the self-exclusion had been lifted.
I have not made any further deposits. However, I am concerned that I can access and use my account again despite having requested self-exclusion on 11 June 2026 because of my gambling addiction.
I believe this is an important new development and should be taken into account when assessing my case.
Kind regards
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4 weeks ago
Dear Daniel8739,
Have you asked the casino for an explanation and to close the account again due to your gambling issues?
Has the casino acted to protect you as a result?
Please let me know.
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4 weeks ago
TranslationHello, I haven't received a reply to my inquiry; I've sent several emails.
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3 weeks ago
Thanks for your reply.
- When was the last time you were in contact with the casino, either via email or chat?
- What is currently the status of your account? Is it open or closed?
Please let me know about any news.
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2 weeks ago
TranslationPlease direct any further questions to the casino. I have already provided all the necessary information.
The repeated follow-up questions unfortunately give the impression that my information was not read carefully. If my information had been read completely, there should be no remaining questions.
If anything is still unclear, please contact the casino directly.
Open
on July 27th and 29th.
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2 weeks ago
TranslationThat's the question you're asking the casino, not me!!!
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2 weeks ago
TranslationThat's a question you should ask the casino, not me!
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2 weeks ago
Thanks for sharing your point of view.
We'll contact the casino after having a more complete picture of the situation.
- When was the last time you were in contact with the casino, either via email or chat?
- What is currently the status of your account? Is it open or closed?
Looking forward to your reply.
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1 week ago
TranslationHello Tomas,
Thank you for your message.
My last contact with RoyalSea, or rather the last response from the casino, was on July 29, 2026. The casino informed me that my account remained blocked and had not been reactivated at any time. Since then, I have not received any further promotional or bonus messages from RoyalSea.
RoyalSea also explained that the continued receipt of promotional messages was due to an internal technical or administrative error, and that my email address was therefore not removed from the marketing mailing list in time. According to the casino, this error has since been resolved.
That is precisely why I continue to believe that my application for account closure or self-exclusion due to gambling addiction, dated June 11, 2026, may not have been processed in time due to an internal administrative or technical error.
I have provided you with the original Gmail .eml file. In Gmail view, this message displays "Delivered after 0 seconds". Furthermore, I have not received any error message, bounce message, or any other notification that the email could not be delivered.
I would therefore like to expressly request that this possible connection also be taken into consideration: If RoyalSea itself confirms that there was already an internal administrative error in the processing or removal of my email address from the mailing lists, I consider it important to check whether my self-exclusion request of June 11, 2026 was also not processed properly due to an internal error.
If you require any further information or documents from me, I will of course be happy to send them to you.
Best regards
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5 days ago
Dear Daniel8739,
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,
Tomas
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yesterday
Hello Daniel8739,
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 would like to invite the Royal Sea Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? Additionally, please close the user's account if you haven't already.
Thank you in advance for providing us with your view of the issue.
