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Hello, I already told you to close my account on May 21, 2024, due to my gambling problem. On June 5, 2025, I was able to deposit €75. I request a refund. I remain at your disposal for any screenshots or evidence you may need.

Thank you!

Sincerely, Juan.

Hola buenas ya les dije que me cerraran la cuenta el 21 de mayo de 2024 por mi problema con el juego, el día 5 de junio de 2025 he podido depositar 75€. Solicito la devolucion del depósito. Quedó a si disposición para cualquier captura o prueba que necesiten.

Gracias!

Atentamente Juan.

Dear juannprogamer,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you received any response to your email from May 21, 2024, when you asked to be self-excluded? Has your account been closed back then?

Could you please specify if you created a new second account on June 5, as suggested by the screenshots you uploaded together with your complaint?

Have any of your casino accounts been fully verified?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi there,

I didn't receive any response on May 21, 2024. The account wasn't closed, but I didn't even remember it anymore.

Yes, I was able to create a second account with the same email address I created for the first account.

If the first account was verified.

Hola buenas,

No recibí ninguna respuesta el 21 de mayo de 2024. No fue cerrada la cuenta pero ya ni acordaba de esa cuenta.

Si pude crear una segunda cuenta con el mismo correo electrónico que cree en la primer cuenta.

Si en la primera cuenta fue verificada.

May I kindly ask if you’ve contacted the casino more than once since 21 May 2024 to request the closure of your account? Did you send multiple messages regarding self-exclusion, or was it just a single message that went unanswered?

If you have any additional communication or evidence showing that you asked the casino to exclude you from gambling before your losses occurred, please either post screenshots here or forward them to me directly at veronika.f@casino.guru.

I told them this many times in the live chat, but I only sent one email with no response. The casino doesn't want to be responsible for a refund.

En el chat en vivo se lo dije muchísimas veces, solo envié un correo sin respuesta. El casino no se quieres hacer responsable de un reembolso

Thank you for your reply and for providing further details.

We’re truly sorry to hear about your situation. Unfortunately, based on the information available, we do not have sufficient evidence to confirm that your account was properly closed or self-excluded due to gambling addiction before your most recent deposit and losses occurred.

Please note that in cases involving gambling-related harm, it’s very important to clearly communicate the need for self-exclusion and ensure that the request is acknowledged by the casino. Sending just one email, without confirmation or follow-up through other available channels (such as live chat, contact forms, or social media), may not be enough to ensure the account is properly closed or restricted. We strongly recommend keeping all records of communication in such cases.

As we currently have no verifiable proof that your account was previously closed due to addiction, and because a second account was created and used afterward, we regret to inform you that we’re unable to assist you further with a refund.

With this, we consider your complaint closed. Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team