Royal Sea Casino - Player's account has been closed after self-exclusion request.

Am 11.06.2026 habe ich wegen meiner Spielsucht per E-Mail eine sofortige und dauerhafte Selbstsperre beantragt. Auf diesen Antrag erhielt ich etwa zwei Wochen lang keine Antwort und mein Konto blieb weiterhin aktiv. Erst nachdem ich meine ursprüngliche E-Mail erneut weitergeleitet und zusätzlich eine Erinnerung geschickt hatte, wurde mein Konto dauerhaft gesperrt.

Während dieser Zeit konnte ich weiterhin spielen und Einzahlungen vornehmen. Dabei habe ich nach meiner Schätzung mindestens 2.500 € verloren.

Da mein Konto inzwischen gesperrt ist, habe ich keinen Zugriff mehr auf meine Spiel- und Transaktionshistorie. Ich verfüge jedoch über den Gmail-Nachweis, dass mein Selbstsperreantrag am 11.06.2026 an den Support gesendet wurde.

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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

Ich habe am 28.06. noch einmal eine Erinnerungs-E-Mail geschrieben, die E-Mail zur Selbstsperre weitergeleitet und erneut darum gebeten, mein Konto zu schließen.

Kurz darauf hatte ich plötzlich keinen Zugriff mehr auf mein Konto. Dieses wurde gesperrt und ich erhielt eine entsprechende E-Mail. Die letzte Einzahlung erfolgte am 28.06.

Das Casino hatte mir zuvor mitgeteilt, dass mein Anliegen an die zuständige Abteilung weitergeleitet wurde und ich eigentlich bereits am Montag per E-Mail benachrichtigt werden sollte.

Da ich keine Rückmeldung erhalten hatte, habe ich mehrfach nach dem Bearbeitungsstand gefragt. Dabei erhielt ich widersprüchliche Antworten: es sei keine Anfrage von mir eingeganen bezueglich Spielsucht. Einerseits wurde mir mitgeteilt, dass meine Einzahlung freiwillig erfolgt sei und deshalb nicht erstattet werden könne. Andererseits wurde mir gesagt, dass der Fall noch von der Administration der Website geprüft werde.

Ich bekomme aber immer hin Marketingsnachrichten und werbung

Hallo Tomas,

ist meinen Fall in Bearbeitung oder schon geprüft? İst irgendwelche info meinerseits noch notwendig?

Hallo

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.

Hallo,

verstehst du überhaupt, worum es in meinem Fall geht? Du hast eine Woche gebraucht, um mir zu antworten. Das finde ich wirklich schade.

Ich bitte dich daher nochmals, den Fall richtig zu prüfen und das Casino zu einer Stellungnahme aufzufordern.

Zur Erinnerung noch einmal der Sachverhalt:

Das Casino hat mein Konto erst zwei Wochen nach meinem Antrag auf Selbstausschluss geschlossen. In dieser Zeit konnte ich weiterhin spielen und habe sehr viel Geld verloren (über 2560€).

Ich möchte, dass mir diese Verluste erstattet werden, weil das Casino nicht korrekt gehandelt hat.

Ich habe außerdem sehr oft versucht und versuche es weiterhin, das Problem direkt mit dem Casino zu klären. Leider antwortet mir das Casino inzwischen überhaupt nicht mehr.

Ich bitte dich deshalb nochmals, den Fall sorgfältig zu prüfen und das Casino zu einer Stellungnahme aufzufordern.

Vielen Dank.

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.

Hallloooo

?

Hallo?

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.

Halloooo

?

hallllllllllooooooo

.

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.

Bis zum 28.06.2026 war ich aktiv und habe Geld verloren. Im Zeitraum vom 11.06.2026 bis zum 28.06.2026 habe ich insgesamt Verluste von mehr als 2.560 € erlitten.

Am 11.06.2026 war meinen Selbstausschlussantrag

Am 28.06.2026 habe ich die E-Mail weitergeleitet und zusätzlich weitere E-Mails geschrieben. Insgesamt habe ich Ihnen an diesem Tag zwei bis drei E-Mails gesendet.

Generell habe ich für keine meiner gesendeten E-Mails eine Eingangsbestätigung erhalten.

Wenn Sie meine Anhänge einsehen können, werden Sie feststellen, dass alle Dokumente vollständig hochgeladen wurden. Sämtliche Unterlagen sind dort dokumentiert.

bitte einmal meinen Fall genauer prüfen dann können Sie es besser verstehen!

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.

Bitte um kurze Rückmeldung

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.

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

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.

Hallo, es kam keine Antwort auf meine Anfrage ich habe mehrere mails verschickt

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.