The player from the Netherlands had requested account closure on 4/10/2025 due to a serious gambling problem, but the casino had not processed his request. He had still been able to log in and had lost 1000€ since then, which had caused significant distress in his life. The distinction between account closure and self-exclusion had been clarified to him, emphasizing that account closure did not prevent access or further gambling, whereas self-exclusion imposed stricter restrictions. The player later marked the complaint as resolved, indicating that the issue had been addressed to his satisfaction. The complaint was closed with no further action needed from the Complaints Team.
TOTO Casino - Player's account closure request remains unprocessed.
Resolved
Our verdict
Case closed
Amount: €1,000
TOTO Casino
Safety Index:Very highCase summary
Discussion
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2 weeks ago
I asked to close my account on 4/10/2025 they told they will but never close it I have gambling problem very serious,I asked to be banned by every casino in The Netherlands and it work I can log in now but I lose a lot of money I after I asked to close it my life is ruined I spend 1000€ there because they didn’t close it I don’t know what to do
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2 weeks ago
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2 weeks ago
Dear Gerard21,
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, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
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
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Gerard21,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
