The player from Spain had requested self-exclusion from the casino due to gambling addiction but later attempted to cancel that request. However, the casino did not cancel the self-exclusion and allowed him to deposit money, resulting in a loss of €6,000. The Complaints Team made multiple attempts to contact the casino for clarification regarding the player's account status but received no response. Consequently, the complaint was marked as unresolved, and the team advised the player to contact the relevant regulatory authority for further assistance.
Cusco Casino - Player's self-exclusion request was ignored.
Unresolved
Our verdict
No reaction
Black points: 1,919
Amount: €6,000
Cusco Casino
Safety Index:LowCase summary
Discussion
Public
Public
6 months ago
Translation
Hello
On June 5th at 7:00 PM, I emailed the casino requesting self-exclusion due to gambling addiction. The casino responded, expressing deep regret for my concerns, recommending help sites, and telling me they would forward my request to another department.
The next day, around 5 p.m., I asked the casino to cancel my request. As I'm a gambling addict, the casino didn't cancel my account despite clearly explaining my problem. I was able to deposit again until I lost all my money, which was €6,000.
Automatic translation:
Public
Public
6 months ago
Dear Ganador100,
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).
Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses, and the subsequent communication regarding the cancellation of your self-exclusion request? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Public
6 months ago
Translation
Hello Veronica, thank you very much for your response. I just sent my communications with the casino to your email address. Thank you.
Automatic translation:
Public
Public
6 months ago
Thank you for your email. However, to move forward with your case, I need the emails of the chat transcripts you sent to the casino when you requested to close your account ([email protected]).
Public
Public
6 months ago
Translation
Hello again
I've sent another email. I don't understand why you need the chat now. I've already sent the emails clearly requesting my self-exclusion.
I've sent the chat screenshots because it won't let me send the transcript to email. It doesn't have the option.
Automatic translation:
Public
Public
5 months ago
Thank you for the screenshots. However, I need the email you sent to the casino requesting self-exclusion. Please find the email you sent to the casino with your account closure request, and then forward it to me. Without this evidence, we won't be able to investigate your problem further. Thank you for your cooperation and understanding.
Public
Public
5 months ago
Translation
I just sent you all the emails again one by one.
Automatic translation:
Public
Public
5 months ago
Thank you for your emails.
Could you please specify if the casino closed your account in the meantime? If so, when exactly was your account closed?
Public
Public
5 months ago
Translation
Hello Veronica
No, they never closed my account, even though I explicitly requested it due to gambling addiction.
Can you help me please?
Automatic translation:
Public
Public
5 months ago
Thank you very much, Ganador100, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
5 months ago
Dear Ganador100,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Cusco Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Cusco Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite the self-exclusion request and clear statement indicating a gambling problem?
While we appreciate your commitment to a pro-player approach, it is important to emphasize that when a player explicitly acknowledges a gambling issue, the casino has a responsibility to act in accordance with responsible gambling practices. Self-exclusion requests related to problem gambling are serious and should not be reversed solely based on the player’s later change of mind.
Your detailed response is essential to ensure that this matter is handled in a fair, responsible, and transparent manner.
Thank you in advance for your cooperation and timely reply.
Best regards,
Kubo
Public
Public
5 months ago
Translation
No-response policy. They have no interest in solving anything. To this day, the account remains open, but they constantly send emails offering bonuses and encouraging people to gamble. I hope Casino Guru lowers its rating considerably. This casino doesn't care about its players. Casino Guru, you can help me fight. They deserve to be below 5. Below 5, the vast majority of players won't register and won't go through the same thing I did.
Automatic translation:
Public
Public
5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
5 months ago
Dear Ganador100,
I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, 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.
If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Kubo
