Savanna Wins Casino - Player seeks refund due to ignored account closure.

I am opening a new complaint under Responsible Gambling - Ignored Account Closure.

Casino: Savanna Wins

Username: Otto71

Period: Since 11/08/2024

Total deposited: €20,315. Total withdrawn: €0. Support agent Fiona confirmed €19,330 / €0 via chat.

I requested account closure multiple times via live chat and via email to VIP manager because I was losing and wanted to stop gambling. My requests were ignored, I never received a reply, and my account was never closed. I was allowed to continue depositing.

Additional failures:

• No deposit confirmation emails ever sent

• No responsible gambling checks, limits, or intervention despite heavy losses

• 5 refund request emails sent, all ignored

This is not a case of voluntary deposits lost in normal play. Deposits made after my closure requests are a direct result of the casino failing to close my account.

I am asking Casino Guru to review the case and request a full refund of €20,315 for failure to implement responsible gambling and for ignoring account closure requests.

Evidence attached: bank statements Fiona chat confirmation, emails/chats of account closure requests.

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Dear Otto71,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Otto71,

Thank you for your reply. Unfortunately, since you no longer have the emails or chat transcripts containing your alleged self-exclusion requests, we have no evidence showing when and how you contacted the casino, what wording you used, whether you clearly disclosed a gambling problem, or whether the requests were successfully delivered.

The bank statements you provided may demonstrate payments, but they do not prove that the casino received and ignored a valid self-exclusion request. Without such evidence, we cannot establish that the casino failed in its responsible gambling obligations or determine which losses, if any, occurred after the casino should have restricted your account.

Please understand that Casino Guru cannot submit a GDPR data-access request to the casino on your behalf. You may request your personal data, including relevant chat transcripts and account records, directly from the casino. If you later obtain verifiable evidence of your self-exclusion requests, you may ask us to reopen the complaint.

For these reasons, I must reject the complaint due to insufficient evidence. I am sorry that we are unable to assist you further based on the currently available documentation.

As an additional protective measure, I recommend reviewing the Global Self-Exclusion Initiative and considering BetBlocker. BetBlocker is a free tool provided by a UK-registered charity that can block access to thousands of gambling websites across multiple devices. It can be configured as a complete restriction or for selected vulnerable periods, takes only a short time to set up, works quietly in the background, supports multiple languages, and can be used anonymously. Please note that it may also block gambling-information websites, including Casino Guru. If you still need access to this complaint or our resources, leave the Casino Guru blocking option unchecked during setup.

Best regards

Veronika