TucanWin Casino - Player’s account closure due to self-exclusion.

Hi

I’ve requested a self exclusion and I was really trying to stay off the website but I was going through a depressive moment and I couldn’t stop myself , all of this was given as reason for my self exclusion request when I sent the email

self exclusion was only done when I complaint and I requested a refund

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear lav133,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TucanWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please provide the date of your self-exclusion request and the date it was granted?
• Who did you complaint to about your account not being self excluded, please?
• Could you please provide the reason for your self-exclusion, if one was given?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Hi

self exclusion was requested on 06/09/2025 and was granted on 08:09:2025

self exclusion requested for mental health

I did complain to a live chat operator and I also emailed support , the exclusion / closure was only done once I complained

Dear lav133,

thank you for your reply.

Have you shared your self exclusion request with me, please? I was not able to locate it in my emails.

When was the last time casino has allowed you to make a deposit, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear lav133,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru