The player from Germany had requested a self-exclusion due to gambling addiction on June 11, 2026, but had 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 had received the forwarded email. After reviewing the evidence from both sides, we rejected the complaint because the available technical data did not prove the June 11 email had reached the casino’s systems before June 28, so the casino could not be held responsible for the losses incurred before that date.
Royal Sea Casino - Player's account has been closed after self-exclusion request.
Unjustified complaint
Amount: €2,560
Royal Sea Casino
Safety Index 7.1 Above averageCase summary
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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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
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.
TranslationHowever, I still receive marketing messages and advertisements.
TranslationHello Tomas,
Is my case being processed or has it already been reviewed? Is any further information required from me?
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.
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.
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.
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.
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.
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!
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.
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.
TranslationHello, I haven't received a reply to my inquiry; I've sent several emails.
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.
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.
TranslationThat's the question you're asking the casino, not me!!!
TranslationThat's a question you should ask the casino, not me!
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.
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
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
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.
Dear Daniel8739,
I can confirm we have received a message from a casino representative.
It has been confirmed that the casino will cooperate with the complaint process and will provide us with further details regarding the case.
Dear Casino.Guru Team,
Thank you for the opportunity to provide clarification regarding this complaint.
First of all, we would like to note that this matter has already been subject to a detailed complaint review by AskGamblers. During that review, both parties were given the opportunity to provide their explanations and supporting evidence, including the materials submitted by the player concerning the alleged self-exclusion email dated June 11, 2026. Following its review, AskGamblers ruled in RoyalSea’s favor and closed the complaint as resolved.
For its part, the Company has repeatedly conducted internal reviews of the available communication history with the player. Based on the results of these reviews, RoyalSea cannot confirm receipt of the alleged self-exclusion email dated June 11, 2026. The message is not present in the Company’s official mailbox and was not registered or processed by our Support Team on that date.
During the previous complaint review, the player provided Gmail screenshots and subsequently also provided a file in .eml format, which he stated had been downloaded directly from Gmail as the original message.
The Company conducted a technical analysis of the provided file. The file contained only a limited set of headers:
* MIME-Version;
* Date;
* Message-ID;
* Subject;
* From;
* To;
* Content-Type.
At the same time, the provided file did not contain technical server data that would allow the actual transmission path of the disputed message through the mail infrastructure to be established and its acceptance by the recipient’s system to be confirmed, including the Received header chain, Return-Path, DKIM-Signature / X-Google-DKIM-Signature, Authentication-Results / ARC-Authentication-Results, X-Received, Delivered-To, and other relevant technical headers.
Therefore, the materials provided do not allow it to be technically established that the disputed message of June 11 was actually transmitted to and accepted by RoyalSea’s mail system.
The player also referred to Gmail displaying the status "Delivered after 0 seconds" and to the absence of any bounce-back or delivery failure notification. However, these circumstances alone do not establish that the specific message was received and processed by RoyalSea’s mail infrastructure.
For comparison, the player’s subsequent communication dated June 28, 2026 was actually received by the Company, as confirmed by our available communication history. Following receipt of the relevant communication, the player’s gaming account was blocked on June 28, 2026. No comparable confirmation of receipt of the alleged June 11 email was found in the Company’s systems.
As part of the previous complaint review, the AskGamblers administration was also provided with screenshots from RoyalSea’s official corporate mailbox showing the available email correspondence with the player.
After reviewing the materials submitted by both parties, AskGamblers concluded that RoyalSea had acted in accordance with its Terms and Conditions. In particular, the review took into account that the casino had not received the disputed email of June 11, 2026, and that once the relevant communication was received on June 28, 2026, the player’s account was blocked.
We understand that Casino.Guru conducts its own independent assessment of complaints. Nevertheless, we believe that the outcome of the previous review is directly relevant to the present case, as it concerns the same player, the same alleged self-exclusion email dated June 11, 2026, and substantially the same evidence and circumstances that have already been reviewed in detail by another independent complaint resolution platform.
Accordingly, we cannot agree with the player’s allegation that RoyalSea received his self-exclusion request on June 11, 2026 and thereafter knowingly continued to allow him to use his gaming account. The key point is that the Company’s receipt of the disputed June 11 email has not been established, and the message is absent from RoyalSea’s official mailbox.
If necessary, the Company is prepared to provide Casino.Guru privately with the available supporting materials, including the relevant screenshots from the corporate mailbox, materials from the previous complaint review, the .eml file submitted by the player, and the final AskGamblers decision.
We respectfully ask that these circumstances and the available evidence be taken into consideration when reviewing this complaint.
Kind regards,
RoyalSea Administration
Dear casino representative,
Thank you very much for the information provided.
I understand that the player has also raised this matter through another mediator. However, their complaint process is separate from ours, and regardless of how the case was assessed there, we must conduct our own independent review based on the evidence provided directly to Casino Guru.
I understand that your position is that no self-exclusion request concerning gambling addiction was received from the player on 11 June 2026. Your previous communication also appears to cast doubt on the authenticity or reliability of the evidence submitted by the player.
To support your position, please provide us with the same technical email logs and related evidence that you submitted to the other mediator, particularly the records showing whether the player’s email reached your systems.
Please send the supporting records to me privately at martin.l@casino.guru.
Additionally, if you haven't already, please stop the marketing communications and close the user's account permanently.
Thank you for your cooperation.
TranslationDear Martin,
I would like to point out that the emails from June 11, 2026, and June 28, 2026, have the same technical header structure. I have not changed or removed anything from either .eml file. Both files were downloaded directly from Gmail.
I have already sent you both original .eml files via email so that you can compare them directly.
The crucial question is therefore why RoyalSea received and processed the email dated 28/06/2026, while the casino claims that the email dated 11/06/2026 was never received, even though both emails contain the same type of technical data.
Furthermore, I did not receive any bounce message, error message, or other notification from Gmail on June 11, 2026, indicating that the email could not be delivered. Therefore, I had no reason to assume that the message did not reach RoyalSea.
Furthermore, RoyalSea apparently does not have an automated ticketing system or an automatic confirmation of receipt through which I could have found out whether my email was received or rejected.
The matter was also discussed in a chat with RoyalSea prior to June 28, 2026. Unfortunately, I no longer have access to these earlier chat logs and therefore cannot provide them as evidence. On June 28, 2026, I subsequently addressed the issue again via email and resent/forwarded the information.
Furthermore, the email from June 11, 2026, is still in my Gmail account under "Sent". I have not deleted or altered it.
Another point is that I continued to receive promotional and bonus messages from RoyalSea until July 29, 2026. RoyalSea later confirmed that this was due to an internal administrative error. Given this, I consider it at least possible that there may also have been an internal technical or administrative problem in the handling of my email from June 11, 2026.
I therefore ask you to take all these circumstances into account in your independent review and in particular to examine the technical evidence requested by RoyalSea, which should show whether the email of 11.06.2026 actually reached RoyalSea's systems.
Best regards
Dear Martin,
Thank you for the opportunity to provide additional clarification.
First of all, we confirm that the player is no longer receiving any promotional or marketing communications. The relevant communications have been discontinued.
We would also like to confirm that, in response to your request, we have sent you privately by email a screenshot from the Company’s primary official mailbox, showing the available email correspondence history with the player. We kindly ask you to take this material into consideration as part of your independent review of the complaint.
Regarding the player’s statements concerning the emails dated June 11 and June 28, 2026, the Company’s position remains unchanged.
We do not dispute that the player possesses an .eml file relating to the alleged June 11 message or that this message may appear in his "Sent" folder. However, these circumstances alone do not establish that the respective message was actually received by RoyalSea’s mail system.
The .eml file provided by the player for June 11 contains only a limited set of headers and does not contain server-side data that would allow the message route to RoyalSea’s infrastructure to be traced and its acceptance by the recipient’s system to be confirmed. In particular, it lacks data such as the Received header chain, Return-Path, Authentication-Results, DKIM-Signature, Delivered-To, and other relevant server-side headers.
The player points out that the .eml files dated June 11 and June 28 have the same structure. However, an identical structure of sender-side files does not constitute evidence that both messages were actually delivered to the recipient. Receipt of the June 28 communication is confirmed independently of the structure of the .eml file provided by the player, as that message is present in the Company’s available communication history. In contrast, the disputed June 11 email was not found in the Company’s official mailbox.
Similarly, the absence of a bounce-back or delivery failure notification on the player’s side does not, by itself, confirm that the email was accepted by RoyalSea’s mail infrastructure. It only establishes that the player did not receive a delivery failure notification.
Regarding the player’s statement that the matter was allegedly discussed with RoyalSea via chat before June 28, this assertion is currently unsupported by the evidence provided. The player himself states that he no longer has the relevant chat records available.
We would also like to separately address the player’s reference to the previous issue involving marketing communications. The Company does not dispute that there was previously a delay in discontinuing marketing communications. However, the processing of marketing campaigns and the receipt of incoming messages by the official Support mailbox are separate processes. An issue relating to marketing communications does not establish that another specific email was received by the Support Team but was not processed.
Therefore, the player’s suggestion that a similar administrative or technical issue may have occurred in relation to the June 11 email remains a hypothesis and does not, in itself, establish that the message was received by the Company.
Following repeated reviews, RoyalSea’s position remains as follows: the disputed email dated June 11, 2026 is absent from the Company’s official mailbox, and its receipt by RoyalSea is not established by the available evidence. In contrast, the communication dated June 28 was received, following which the player’s account was blocked.
We have provided Casino.Guru privately with the supporting materials available to the Company and remain available to provide any additional clarification that may be required to complete your independent review of this matter.
Kind regards,
RoyalSea Administration
Dear Daniel8739,
After reviewing the evidence submitted by both parties, I must regretfully reject this complaint.
We acknowledge that your email from 11th June contains a clear self-exclusion request relating to gambling addiction. However, although it appears in your Gmail Sent folder, the available technical information does not confirm that it reached RoyalSea’s systems. You received no acknowledgement, and we have no documented follow-up concerning your gambling problem before 28 June. Once RoyalSea received your message on 28 June, it permanently blocked the account. We therefore cannot establish that the casino was aware of your request before that date or hold it responsible for the losses incurred during this period.
For these reasons, we cannot hold the casino responsible for the losses claimed.
Given the gambling difficulties you described, I strongly recommend considering BetBlocker, a free tool provided by a UK-registered charity. It can anonymously block access to thousands of gambling websites across multiple devices, either completely or during selected vulnerable periods. Setup is quick, it supports multiple languages, and it works quietly in the background.
I am sorry we could not be of further assistance.
