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Hello Casino Guru,

Unfortunately, I can't solve the problem myself, so I'm turning to you.

I had my account at blackjack.fun permanently closed a few weeks ago. I explicitly told support that I absolutely did not want to be able to reopen the account at a later date, and this was confirmed. The reason for this is that I have a gambling addiction.

Unfortunately, I decided to contact support and ask if they could reopen my account. Support reopened my account, even though I had permanently closed it and I insisted that this shouldn't be possible.

Now I've lost almost €1,200 due to my addiction. I want this money back because it shouldn't be possible to open the account if it's permanently closed.

Best regards

Antonio

Hallo Casino Guru,

Leider kann ich das Problem nicht selbst lösen, deswegen wende ich mich an euch.

Ich habe mein Konto bei blackjack.fun permanent schließen lassen vor paar Wochen. Dem Support habe ich ausdrücklich gesagt, dass ich will das ich das Konto zu einem späteren Zeitpunkt auf gar keinen Fall wieder öffnen kann und dies wurde mir dann auch bestätigt. Der Grund dafür ist, dass ich spielsüchtig bin.

Leider habe ich mich dazu entschlossen den Support anzuschreiben und zu fragen ob sie mir meinen Account wieder öffnen. Der Support öffnete meinen Account wieder, obwohl ich ihn permanent schließen lassen habe und ich ganz fest darauf bestanden habe, dass dies nicht möglich sein soll.

Nun habe ich knapp 1200€ durch meine Sucht wieder verloren. Dieses Geld möchte ich wieder zurückhaben weil das Öffnen des Accounts bei einer permanenten Schließung nicht möglich sein darf.

Mit freundlichen Grüßen

Antonio

Dear antonio99999,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’ve described and the distress it has caused you.

To help us better understand the circumstances and assess how to proceed, could you please clarify a few points:

• On what date did you originally request the permanent closure of your account?
• Did you receive written confirmation from the casino explicitly stating that the closure was permanent and that the account could not be reopened?
• When did you request to reopen the account, and what exactly did you communicate to support in that message?
• Did the casino inform you of any conditions before reopening the account, or did they simply re-enable access without further checks?
• Can you provide any relevant communication (email or chat transcripts) showing your initial closure request and the reopening process?

You are welcome to forward any supporting evidence to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Petronela,

I have sent you an email with all the details.

Best regards

D****** Antonio

Hallo Petronela,

habe Euch eine email mit all den Details gesendet.

mit freundlichen Grüßen

D****** Antonio

Hello,

Thank you very much for your reply and for sending us the additional details by email.

I have reviewed the WhatsApp communication you forwarded. From what I can see, you requested the permanent closure of your account, but there is no mention in the conversation that you were experiencing a gambling problem at that time.

• Could you please confirm whether you specifically informed the casino that the reason for the permanent closure was your gambling addiction? If so, do you have any written proof or messages showing that you clearly stated this to their support team?

It’s important to clarify this because if the casino was not made aware of your gambling problem, they would not have recognized any responsible gambling indicators and may have treated the request as a standard account closure instead of a self-exclusion due to addiction, which comes with stricter rules.

Your cooperation in clarifying this will help us understand the situation better and discuss it with the casino. Please feel free to share any additional evidence by replying here or sending it to [email protected].

Thank you.

Hello Petronela,

You already have the written proof.

Second screenshot at the bottom.

If I explicitly insist on a permanent closure of my account and support confirms this, there is nothing more I can do as a gambling addict.

Should never be considered a normal and non-permanent account closure.

But as you tell me with your very late reply, you are definitely only interested in connecting people to an online casino via your link and not in helping people suffering from addiction.

Best regards

D****** Antonio

Hallo Petronela,

Der schriftliche Beweis liegt euch bereits vor.

Ganz unten zweiter Screenshot.

Wenn ich ausdrücklich auf eine permanente Schließung meines Kontos bestehe, mir der Support das Bestätigt, kann ich von meiner Seite als spielsüchtiger Kunde nicht mehr machen.

Darf niemals als normale und nicht permanente Kontoschliessung Durchgehen.

Aber wie Ihr mir durch eure sehr späte Antwort übermittelt, seid Ihr auf jeden Fall nur daran interessiert Leute über euren Link an ein Online Casino zu verbinden und nicht Suchtkranken Menschen zu helfen.

Mit freundlichen Grüßen

D****** Antonio

Hello Petronela,

I will now close this case.

You are doing absolutely nothing to help me.

D****** Antonio

Hallo Petronela,

ich werde jetzt diesen Fall schließen.

Ihr macht absolut garnichts um mir zu helfen.

D****** Antonio

Dear Antonio,

Thank you for your message — and I truly want to say I’m really sorry for my delayed reply. I understand how frustrating this whole situation must feel.

I did go through your screenshots again, but I genuinely couldn’t find any clear line where you mention you’re closing your account specifically because of a gambling problem. That’s why I asked — not to question your experience, but because the exact wording really matters when we argue your case with the casino.

If you’d like to keep going, I’m absolutely here for you. If you have any other message or detail that proves you told them about your addiction, please send it to me at [email protected].

If you’d rather stop now, I’ll respect that too and close the case right away — just tell me what you prefer.

Again, I’m really sorry this has been so disappointing for you. I’m still here to help if you want me to.

Dear antonio99999,

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,
Petronela
Casino.Guru