The player from Germany requested a self-exclusion due to gambling addiction on June 11, 2026, but experienced a delay in response, allowing him to continue playing and incur losses of at least €2,500. His account is now permanently blocked, but he no longer has access to his game and transaction history.
Royal Sea Casino - Player's account has been closed after self-exclusion request.
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Waiting for Casino Guru to reply
3d 17h 54m 8s
Royal Sea Casino
Safety Index 7.0 Above averageCase summary
Discussion
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1 week 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 week 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 week 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 week 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 week ago
TranslationHowever, I still receive marketing messages and advertisements.
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1 week 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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3 days 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.
