The player from Switzerland submits a formal complaint against TheRed Toucan Casino for failing to implement her self-exclusion request made on March 31, 2025, allowing her continued access to her account. She has received no responses to her inquiries and seeks a full refund of all deposits made after her self-exclusion request.
The Red Toucan Casino - Player’s self-exclusion request has been ignored.
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The Red Toucan Casino
Safety Index:Very lowCase summary
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19 hours ago
Translation
Ladies and Gentlemen
I hereby submit a formal complaint due to a serious violation.
On March 31, 2025, I explicitly requested a self-exclusion from my player account at TheRed Toucan Casino! This request was clearly and unambiguously communicated and should have been implemented immediately in accordance with the responsible gaming regulations. However, you ignored this request and continued to allow me access to my account.
Furthermore, I have received no response whatsoever from you. Neither my emails nor any other forms of contact have been answered. This behavior is unacceptable and reinforces the impression of a serious breach of your obligations.
This constitutes a significant breach of your duty of care and your obligations to protect players.
As a direct consequence of your failure to implement the self-exclusion, I have incurred financial losses. Therefore, I hereby demand a full refund of all deposits made after March 31, 2025.
Best regards
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1 hour 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 hour ago
Dear guelistan2332xxx,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy, and I found this:
If you are concerned about your gambling behavior, you may choose to lock your gaming account. During this time, we will also take all reasonable steps to ensure you do not receive any promotional material.
If you have any concerns about your activity, please consider one of the following options:
A minimum of 24 hours cooling off period
A minimum one month self-exclusion period
To change these settings, please contact our 24/7 Support Team.
If you are worried about your gaming behavior, please take action
Gambling Therapy: https://www.gamblingtherapy.org
Responsible Gambling Councilttps://www.responsiblegambling.org/
Have you clearly informed the casino about your gambling problem? Could you forward me the initial account closure requests that you sent to the casino? My email address is petra.h@casino.guru.
Thank you very much in advance.
Best regards,
Petra
