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I've tried to self-exclude from there several times, the first time on January 24, 2026, due to gambling addiction, which I also informed the casino of. It sometimes takes days for a self-exclusion to be carried out; the live chat can't be blocked for that long. However, after being excluded, if you ask the live chat about reopening your account, it's reactivated within two minutes. I've gambled away thousands there and also gotten into debt because there's no real player protection. I wrote to the casino explaining that I've lost control and don't gamble with my own money. It took two to three days for my account to be closed, and it can be reactivated within two minutes. If I haven't been playing, this casino calls me and credits me with a €150 bonus to encourage me to keep playing.

Ich habe mich dort schon mehrfach versucht zu sperren, dass erste mal am 24.01.2026 aufgrund von spielsucht, wie ich den Casino auch mitgeteilt habe. Bis eine Sperrung durchgeführt wird dauert es Teilweise Tage der live Chat ist nicht in der lange zu sperren, aber nachdem man gesperrt ist und man den live Chat nach Wiedereröffnung des Kontos fragt, ist der Account innerhalb von 2 Minuten wieder freigegeben. Ich habe dort tausende verspielt und mich auch verschuldet, weil dort kein richtiger Spielerschutz stattfindet. Ich habe den Casino geschrieben, das ich einen kontrollverlust habe und nicht mit meinen eigenen Geld spiele, es dauerte 2 bis 3 Tage bis mein konto geschlossen wurde und innerhalb von 2 min kann man es wieder aktivieren. Wenn ich nicht gespielt habe ruft, dieses Casino mich an und schreibt mir 150€ Bonus gut, damit ich weiterspiele.

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Dear BetGG,

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