The Originals Casino - Player's account closure leads to delayed withdrawals.

Dear Casino Guru Team,

I am opening this complaint regarding TheOriginals.io because my initial attempt to resolve this was rejected due to a misunderstanding of the timeline. I want to clarify that the casino’s technical negligence blocked my ability to stop my gambling session both before AND after my registration.

I am a diagnosed gambling addict currently undergoing professional therapy. The casino completely failed its duty of care and player protection by advertising a non-functional email address on their live platform for weeks.

The Timeline:

1. Pre-Registration Attempt (April 20th): In a moment of strength, I tried to preemptively self-exclude before opening an account. I sent an email declaring my addiction to the exact address officially listed in their website footer and Terms and Conditions (Section 17.4) at that time: supports@theoriginals.io.

2. The Technical Error: Because of a typo on their end (the extra "s"), this official email address was completely dead. My request was never delivered, and I received no warning.

3. Post-Registration Attempts (June 12th): During a severe compulsive relapse, I was able to register an account. Crucially, immediately after registering and during my active gameplay, I tried to contact the casino via email multiple times to stop the session and freeze my account. 4. Ongoing Block: Because the casino had not fixed their website, I used the same faulty address (⁠supports@...⁠) that was still live on their homepage. As a result, none of my urgent post-registration emails went through either. I was completely cut off from reaching support while losing money.

The incorrect email address remained active on their platform until I finally confronted their live support chat about it. Only after I pointed out their error did they quietly correct the footer to the singular "support@".

The casino now refuses a refund of my €1,450 in deposits, claiming they have no record of my emails. They are using a system failure on their own website to avoid responsibility.

I have full screenshots of the faulty footer and T&Cs taken before they changed it, as well as the original emails from both April and June. Since their broken infrastructure actively blocked my post-registration attempts to stop my losses, I respectfully request Casino Guru to reopen this case and assist me in recovering my deposits.

Kind regards,

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with The Originals Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Have you tried reaching out to the casino through live chat or other official communication channels after your emails went unanswered?
• Could you please forward your self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.
• Could you please advise when was the last time you made a deposit in this casino?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila