The player from Germany filed a complaint against Toshibet Casino for neglecting his self-exclusion requests related to gambling addiction, which had led him to continue making deposits and accumulating losses. After multiple attempts to self-exclude, his account was only closed after he raised concerns, and he sought a refund for his losses due to the improper handling of his self-exclusion. We contacted the casino on his behalf, but the casino refused to issue a refund, interpreting the self-exclusion request as temporary and denying responsibility. Due to the casino's lack of cooperation, the complaint was marked as unresolved, and the player was advised to escalate the issue to the relevant gambling regulator for further assistance.
Toshi Bet Casino - Player's account has been closed after gambling issues.
Unresolved
Our verdict
Failed self-exclusion
Black points: 526
Amount: €900
Toshi Bet Casino
Safety Index 4.7 LowCase summary
Discussion
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2 months ago
Translation
Hello,
I would like to file a complaint against Toshibet Casino.
The casino is ignoring my attempts to contact them, both by email and live chat. Therefore, I am unfortunately forced to file a complaint.
On January 9, 2026, I attempted to exclude myself from the casino due to gambling addiction. I sent an email to compliance@toshi.bet I wrote that. My account was NOT closed as a result.
So I was able to continue making deposits.
On January 22, 2026, I informed the live chat about my gaming problem and excluded myself from the game due to gaming addiction.
On January 25, 2026, I had my account reopened via live chat, hoping to receive the monthly bonus. The account was reopened without any problems.
On January 26, 2026, I excluded myself again due to gambling addiction; I had specifically mentioned that my account should not be reopened, even if I asked for it.
On January 29, 2026, I was once again able to reopen my account. I gambled away a lot of money again.
Only when I complained about Toshibet's practices and insisted on an indefinite self-exclusion was my account actually closed.
I have evidence in the form of screenshots, screen videos, and emails that I would be happy to provide.
I request a refund of my losses from the casino following my proper self-disqualification application.
I have attached screenshots of my self-exclusion requests in the live chats; I will also gladly forward my deposit history and email.
Kind regards and thank you so much for your help.
Automatic translation:
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2 months 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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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Toshibet.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please share with me your communication with the casino, namely self-exclusion requests and the casino's responses? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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2 months ago
TranslationHello Tomas,
Attached are the requested screenshots. I have already forwarded the email to you.
Thank you very much for your help
Best regards
Automatic translation:
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2 months ago
TranslationHello,
If necessary, I can also send my deposit history and the complete live chats. I've recorded a screen recording of it.
I request that the screenshots not be published, as they contain my private data.
Thank you very much and best regards
Automatic translation:
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2 months ago
Dear Samsam213,
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, Igor (igor.p@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
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2 months ago
Dear Samsam213,
I am sorry to hear about your problem with Toshi Bet Casino.
I will now try to contact a Toshi Bet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.
If a Toshi Bet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.
Best regards,
Igor
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2 months ago
Dear Samsam213,
I have managed to get in touch with the casino representative outside of this thread.
Unfortunately, they are not willing to cooperate and have made it quite clear that they are not considering a refund.
Here are some parts of their email:
The user in this case is using language such as "Close my account for an Unlimited time"
This doesn't mean "close my account permanently" to our support, this is understood as close my account without a set timeframe. As some users ask "Close my account for 1 month".
We will not be refunding this user. This isn't the first time someone who tried to play our RG system to get a full refund.
...
It appears to have become a trend that users try to exploit this to ask for refunds on public forums, hoping companies will give it to them due to the negative publicity.
I would like to point out that we do not agree with the casino’s statements above. We consider your effort to self-exclude to be sufficient, and access to your account should have been restricted permanently.
Unfortunately, since they are not willing to cooperate further, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Igor
