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Account not closed after self-exclusion request due to gambling addiction

Complaint details:

I am submitting this complaint regarding a responsible gambling issue.

In 2023 I contacted the casino by email and clearly requested permanent account closure and self-exclusion due to gambling addiction. In that communication I explicitly explained that I had a gambling problem and asked that my account be permanently blocked so that I could no longer access the platform.

Despite this request, my account remained active and I was still able to log in and make deposits on multiple occasions.

These deposits were processed through payment methods such as Skrill and PaysafeCard.

Later I contacted the casino again requesting account closure. However, the account continued to remain active for a significant period and deposits continued to be accepted.

Only recently, after repeated complaints, the casino finally blocked my account.

Once a player requests self-exclusion due to gambling addiction, the operator should immediately block the account and prevent further deposits.

I am requesting a fair review of this case and an amicable resolution regarding the deposits made after my self-exclusion request.

I can provide email communications, transaction records and additional documentation if required.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 responses from the casino to your self-exclusion requests?
• Which channels of communication did you use to request self-exclusion from this casino?
• Please forward me the original emails you sent to the casino requesting the closure of your account, along with the casino's responses at veronika.f@casino.guru.
• When was your account finally closed?

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

Dear Veronika,

Thank you for reviewing my complaint and for your assistance.

Please find below the answers to your questions:

Yes, I contacted the casino requesting self-exclusion due to gambling addiction. I clearly informed them about my gambling problem and asked for my account to be closed.

I requested the self-exclusion through email communication with the casino’s support team, as this was the method indicated on their website for account closure requests.

I have forwarded the original emails where I requested my account to be permanently closed, together with the responses I received from the casino.

My account was eventually permanently blocked after I raised the issue again with the casino. However, before the account was finally blocked, I was still able to access the account and continue depositing funds.

Please let me know if you require any further information or documentation.

Thank you again for your help in reviewing this matter.

Kind regards

Dear Attila and CasinoGuru,

Thank you for the opportunity to clarify this matter.

Following our internal review, we can confirm the following:

We fulfilled the player’s requests to close the account every time a closure was requested without a simultaneous bonus request.

All previous closure requests were handled as standard account closures. At no point did the player mention gambling addiction or request self-exclusion in those instances. It was only in the most recent communication that the player mentioned addiction, and we immediately processed the closure accordingly. If the player is claiming they mentioned addiction previously, they may be confusing us with another operator.

Most recently, after requesting a closure, the player specifically asked for a bonus. Since the player requested, received, and played through this bonus, the previous closure request was automatically voided by their continued activity. This was a standard, non-addiction-related request.

The account is currently closed and will remain closed moving forward.

We have acted in good faith based on the player's direct requests and actions. We remain available should you require any further information.

Kind regards,

Casino Intense

Dear Veronika,

Thank you for reviewing this case.

I would like to clarify several important points regarding the casino’s response.

In 2023 I sent an email requesting to "autoexpel myself" from the casino. My intention was clearly to stop gambling and close my account. Despite this request, my account remained active.

Between 2023 and 2025 I repeatedly asked the support team via live chat to close my account. Unfortunately, the account was never permanently closed and I was still able to access it and make deposits.

In 2025 I sent another email where I clearly stated that I wanted my account closed due to gambling addiction. Only after my most recent formal complaint was the account finally closed.

Because my requests were not properly enforced, I was able to continue depositing and gambling during this period.

I have provided the relevant emails and evidence to support these statements.

Kind regards

Alex R

Dear Casino Intense Representative,

Thank you for getting in touch with us and for providing additional information regarding the player’s case. We will contact you again once we collect further information from the player.

Dear roblesssssssssss,

Have you received any response from the casino to your self-exclusion request sent on 24 May 2025? If so, please forward it to me at veronika.f@casino.guru.

Additionally, could you please clarify the following:

• Did you send any follow-up self-exclusion requests after 24 May 2025? If yes, please specify the exact dates.
• When exactly was your account finally self-excluded?

Thank you in advance for your cooperation.

Dear Veronika,

Thank you for your message.

Please find the clarification below:

• I did not receive any response from the casino regarding my self-exclusion request sent on 24 May 2025.

• After 24 May 2025, I contacted the casino’s live chat support several times requesting that my account be permanently closed. These requests were made through the chat support rather than by email.

• My account was finally closed on 14 February 2026.

Please let me know if you require any further information.

Kind regards,

Alex R.

Do you have any screenshots or chat transcripts showing that you requested self-exclusion via live chat after May 24, 2025?

Please note that we require clear evidence demonstrating that you attempted to contact the casino multiple times and through different communication channels, especially if your email requests were not answered.

Dear Veronika,

Thank you for your message.

Unfortunately, I do not have screenshots or transcripts of my live chat conversations with the casino.

However, after my self-exclusion request on 24 May 2025, I contacted the casino’s live chat support multiple times requesting the permanent closure of my account, as I did not receive any response to my email.

As these conversations were conducted through the casino’s live chat system, I believe the casino should have records of these interactions.

Despite my repeated requests, my account remained active and I was still able to deposit and continue gambling until it was finally closed on 14 February 2026.

I have already provided all available email communications and deposit history to support my case.

Please let me know if you require any further information.

Kind regards,

Alex R*****

Hello roblesssssssssss,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Perfect, no problem!

Please confirm that you have received all the emails I sent to the email address you provided. Thank you!

All the best!

Perfecto, sin problema!

confírmame que todos los correos que te he enviado al correo que me proporcionaste, te han llegado, gracias!

Un saludo!

Dear roblesssssssssss,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. In the meantime, if there have been any updates since your last message, please feel free to share them here in the thread or via email at petronela.k@casino.guru. You can also forward any relevant communication directly to me.

Thank you for your understanding.

Good morning, okay, if you need any information I'll send it to you by email, since I can't attach files here.

buenos días, de acuerdo, si necesitas cualquier información te la mando por correo, ya que por aquí no me deja adjuntar archivos

Hi roblesssssssssss,

Thank you for providing the timeline and the supporting emails.

Based on the information:

• 2023 – you requested self-exclusion, but no reason (such as gambling problems) was mentioned
• 24.05.2025 – you clearly informed the casino about your gambling problem (GP) and requested account closure
• 14.02.2026 – your account was finally closed

From our perspective, the most important point is the message from 24.05.2025, where you explicitly mentioned gambling addiction. This is the moment when the casino should have recognized the situation and acted accordingly.

To proceed further, we would kindly ask you to provide any supporting evidence of follow-up communication after 24.05.2025, such as:

• additional emails,
• reminders,
• live chat transcripts,

which would demonstrate that the casino was repeatedly informed about your situation.

At the same time, I would like to clarify that the message from 2023 contains only a request for self-exclusion without mentioning gambling problems. Unfortunately, this carries less weight from a responsible gambling perspective compared to explicit statements about addiction.

Lastly, could you please clarify:

• Based on which communication or event was your account finally closed in February 2026?

(for example, was it after a specific email, chat, or action from your side?)

This will help us better understand whether the closure was a direct result of your previous requests or a separate action.

Thank you.

Dear Petronela,

Thank you for your detailed review and clarification.

Regarding your request for additional evidence after 24 May 2025, unfortunately I do not have transcripts or screenshots of my live chat communications, as I no longer have access to those records.

However, after sending my email on 24 May 2025 where I clearly stated my gambling addiction and requested account closure, I contacted the casino’s live chat support multiple times requesting the permanent closure of my account, as I did not receive any response to my email.

Each time I was able to continue accessing my account and make deposits, which, according to the casino’s position, would effectively cancel any previous closure request. As a result, I repeatedly had to request the closure of my account again.

Regarding the closure of my account on 14 February 2026, this only occurred after I submitted a formal complaint and insisted once again on the permanent closure of my account. Prior to that, despite my earlier requests, the account remained fully active and I was able to continue depositing and gambling.

At no point during this period was I informed that my account had been successfully closed or restricted.

I hope this helps clarify the situation, and please let me know if any further information is required.

Kind regards,

Alex R*****

Hi roblesssssssssss,

Thank you for your reply and for the additional clarification.

I understand your explanation; however, from our side, the current level of supporting evidence is unfortunately very limited. At this stage, we only have one email from 24.05.2025 where you mentioned your gambling problem and requested account closure. We do not have any confirmation or acknowledgment from the casino that this request was received or processed, and there are no follow-up messages or records demonstrating that you repeatedly contacted the casino afterwards.

While we do not question your statements, in order to proceed with the case and present it effectively to the casino, we need more substantial and verifiable evidence. Without it, the claim remains quite weak from an objective standpoint.

Therefore, I would kindly urge you to check once again whether you can provide any additional supporting materials, such as:

• copies of follow-up emails,
• any automated replies from the casino,
• screenshots,
• or any other records that could help demonstrate ongoing attempts to close the account.

Thank you.

I'm trying to find more things

Estoy tratando de encontrar más cosas

Less than a month after the message on May 24th, "account closure due to gambling addiction," I received bonus offers.

menos de un mes después del mensaje del 24 de mayo, "cierre de cuenta por ludopatia" me mandaron ofertas de bonos

Hi roblesssssssssss,

Thank you for your message and for providing the additional screenshots.

I can see that you have shared two emails dated 27.07.2025 and 29.07.2025 where you requested the closure of your account and stated that you did not want to access it anymore.

However, I would like to clarify one important point. In these emails, while you requested account closure, there is no explicit mention of a gambling problem or request for self-exclusion due to gambling concerns. This distinction is very important, as casinos are typically required to take immediate action specifically in cases where gambling-related issues are clearly stated.

You also provided live chat screenshots, but unfortunately, these do not contain visible dates, which makes it difficult for us to establish a clear timeline.

At this stage, while your request for closure is evident, we still lack:

• confirmation that the casino received and acknowledged your requests,
• and clear evidence that the request was linked to gambling concerns (if applicable).

Therefore, I would kindly ask you one last time to check whether you can provide:

• any replies or automated responses from the casino,
• any communication where you may have mentioned gambling problems,
• or any additional time-stamped messages that could help establish a clearer timeline.

Please note that if we are unable to obtain further supporting evidence, we will unfortunately have to close this complaint as rejected, as we would not have sufficient grounds to proceed.

Thank you for your understanding and cooperation.

The casino did not respond to any of the emails because they believe that if a deposit is made after requesting account closure for any reason (in my case, account closure due to gambling addiction), they believe that if a deposit is made after requesting closure, the closure is cancelled, and they do not respond to emails.

el casino no contestó a ninguno de los correos porque para ellos entienden que si se realiza un depósito después de pedir la el cierre de la cuenta por cualquier tipo de cosa, en mi caso fue cierre de la cuenta por ludopatia, ellos entienden que si se hace un depósito después de pedir el cierre, el cierre se anula, y ellos no contestan a correos.

Regarding the chat conversation, there's a gap of about 5 days between it and the email. The chat conversation is from February 2026; my account was closed on the 14th, and I sent the email on the 10th. The chat conversation falls within that timeframe, and although the date isn't shown in the chat, it's quite clear that I expressed the problem I was having with that casino. They ignored me and didn't take the necessary measures. As a player with a gambling problem, they let me continue depositing and losing more and more money. What would have happened if, because of the casino, I had taken my own life? The problem was mine, but they, as the casino, weren't looking after a player with a problem. What would have happened?

I have sent sufficient evidence, emails, conversations, evidence that indicates that the rights of a player with gambling problems have been violated and a tragedy could have happened to me, problems that I have been dealing with since the day I requested the closure of my account due to gambling addiction on 24/05/2025, which was not fulfilled until the date of the account closure which is 9 months, and I am still paying for those months to this day.

The evidence is there, and it's clear that the casino's job wasn't done!

respecto a la conversación del chat tiene un intervalo de unos 5 días al del correo, la conversación del chat es de febrero 2026 la cuenta se me cerró el día 14, el correo lo mandé el día 10, pues en ese intervalo de días es la conversación del chat, y aunque no salga la fecha en el chat, la conversación es más que evidente de que yo he manifestado el problema que yo tengo y estaba teniendo con ese casino en la cual ellos, no hicieron caso y no tomaron las medidas que había que tomar y a mí como jugador con un problema de juego, me dejaron que siguiera depositando y perdiendo más y más dinero, que hubiera pasado si por la culpa del casino, me hubiese quitado la vida? El problema era mío, pero ellos como casino no estaban cuidando a un jugador con un problema, que hubiera pasado?

He mandado pruebas suficientes, correos, conversaciones, pruebas que indican que los derechos de un jugador con problemas de ludopatia, han sido vulnerados y ha podido pasar una desgracia para mí persona, problemas que acarreo desde el día que solicité el cierre por ludopatia el día 24/05/2025, que no se cumplió hasta la fecha del cierre de la cuenta que son 9 meses, esos meses ha día de hoy los estoy pagando.

Las pruebas están ahí y es evidente que la labor del casino no se cumplió!

Hi roblesssssssssss,

Thank you for the additional screenshots — they are very helpful.

Based on all the evidence, I have updated the timeline as follows:

• 17.01.2023 – You sent an email stating "Quiero autoexpulsarme" (request for self-exclusion), without explicitly mentioning gambling addiction
• 24.05.2025 – You clearly requested account closure due to gambling addiction
• After 24.05.2025 – 14.02.2026 – Your account remained active and you were able to deposit and play
• 27.07.2025 & 29.07.2025 – Additional closure requests (without explicit mention of gambling addiction)
• 10.02.2026 – You submitted another formal complaint regarding the account not being closed
• 14.02.2026 – Your account was finally closed

Could you please confirm that this timeline is correct?

Additionally, please clarify:

• the approximate total amount you deposited/lost after 24.05.2025, and
• if possible, a breakdown of deposits made after this date (dates + amounts), even if approximate.

This information will be crucial for our assessment.

Thank you in advance.

Good morning, I said I sent an email with a PDF containing everything, but you haven't received it. The timeline is like this, with chat conversations that unfortunately I don't have.

The deposits have to be around 4k or 5k, I have the screenshots but I haven't counted it

Buenos días, dije que envié un correo con PDF con todo, pero no os llega, así es la cronología es así con conversaciones de chat que por desgracia no tengo,

Los depósitos tiene que estar entorno a los 4k o 5k, tengo la capturas pero no lo he contado

Dear roblesssssssssss,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Thank you so much for everything!!!

Muchísimas gracias por todo!!!

Hello roblesssssssssss, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Casino Intense to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

It would be great if someone from Casino Intense could get involved and talk so we can reach an agreement. I've provided all the information I have so far, and I'd be happy if they could provide more. I know what the casino is referring to, and I'm prepared to respond. Best regards and thank you very much!

Por mi estupendo que alguien de casino intense entre y hable y se pueda llegar a un acuerdo, yo facilité hasta el momento todo lo que tengo guardado y encantado de que ellos puedan proporcionar más, yo sé a lo que el casino va hacer referencia y así estoy preparado para afrontar la réplica del casino, un saludo y muchas gracias!

Dear roblesssssssssss, I would not hold my breath regarding the casino response. They have blocked our communication channels, have no license and safety index of 2,1, which is in the "very bad", borderline fraudulent territory. I will still leave the timer on and send another message to the support team, but I don't think they will react.

It's practically a fraud; they don't care about the people at all.

Prácticamente un fraude, no los preocupa nada la gente

Dear Casino Guru Team,

We would like to address several concerns regarding the handling of this complaint.

First, despite the complaint being open since 06 March 2026, Casino Intense only received direct communication from your side again today, on 12.05.2026, despite the fact that we had already responded to this complaint on 13.03.2026. Throughout this entire period, our team actively monitored the case and remained fully available to cooperate; however, no clarification request, supporting documentation request, or direct follow-up was addressed to us after our initial response.

We also note that the case intermediary was changed multiple times during the review process, which unfortunately reflects a lack of consistency in the handling of this matter.

Additionally, we must formally object to the recent public comments made regarding Casino Intense, including speculative statements implying fraudulent conduct or intentional avoidance of communication. Such statements are inappropriate and inconsistent with the neutrality expected during an active complaint review, especially before proper communication with our team had even taken place.

For clarification:

- Casino Intense has not blocked communication channels nor refused cooperation at any stage.

- Casino Intense already provided a response to this complaint on 13.03.2026.

- All account closure requests received from the player were processed according to the information provided at the time.

- Following our internal review, only one alleged email mentioning gambling addiction has been presented, dated 24.05.2025, and this communication does not appear in our database or communication records.

- Aside from this single alleged communication, previous closure requests did not explicitly reference gambling addiction or request permanent responsible gambling self-exclusion.

- Continued account activity and bonus requests from the player were inconsistent with an active responsible gambling self-exclusion status.

- Once a responsible gambling-related request was clearly identified, the account was permanently closed.

We remain fully willing to cooperate and review any verifiable evidence provided. However, we respectfully request that the matter continues to be handled professionally, impartially, and based strictly on verified facts rather than assumptions or public speculation.

Casino Intense

Despite everything, the email address exists, and it's the same one I sent the formal agreement to. It was through this method that my account was closed in 2026. If you're going to cooperate and retrieve the chat conversations, you'll see there are quite a few more talking about my addiction.

Based on my continued activity, see my illness and addiction. If my account hadn't been permanently closed, I would have continued gambling. If my account had been closed in May 2025, the problem would have been resolved much sooner. The email exists, and the proof is more than evident that the email was sent.

A pesar de todo el correo existe y es el mismo correo al que le envié el acuerdo formal y fue por la vía que a mí se me cerró la cuenta en 2026 y en conversaciones del chat si vais a cooperar sacarlas verás como hay bastantes más hablando sobre mi adición

En base a la actividad continuada véase mi enfermedad y mi adicción que si a mí no se me cerraba la cuenta definitivamente yo seguía apostando, si en mayo de 2025 se me hubiera cerrado la cuenta, el problema se hubiera resuelto mucho antes, el correo existe y la prueba está y es más que evidente de que el correo se mandó

Dear Casino Guru team,

Thanks for the update.

I would like to respectfully clarify several important points regarding the casino's latest statement.

The casino now acknowledges that there is an alleged communication dated May 24, 2025, mentioning gambling addiction and requesting account closure. I have already provided a copy of that email.

From my point of view, the fact that said communication was not properly registered internally by the casino does not invalidate that the request was indeed sent.

Most importantly, the casino itself confirms that once a request related to responsible gambling is clearly identified, the account must be permanently closed. However, after my email of May 24, 2025, my account remained fully active for many months, allowing me to continue making deposits and playing until February 2026.

I also want to clarify that continued activity on the account should not be interpreted as evidence that there was no gambling problem. On the contrary, the reason I repeatedly requested the closure of my account was precisely because the account remained accessible and unrestricted.

At no time was I informed that my account would be permanently closed or restricted before February 2026.

Thank you again for your assistance and for continuing to review this matter.

Sincerely,

Estimado equipo de Casino Guru,

Gracias por la actualización.

Me gustaría aclarar respetuosamente varios puntos importantes respecto a la última declaración del casino.

El casino ahora reconoce que supuestamente existe una comunicación fechada el 24/05/2025 mencionando la adicción al juego y solicitando el cierre de la cuenta. Yo ya he proporcionado una copia de ese correo electrónico.

Desde mi punto de vista, el hecho de que dicha comunicación no haya sido registrada correctamente de manera interna por el casino no invalida que la solicitud fue efectivamente enviada.

Lo más importante es que el propio casino confirma que, una vez identificada claramente una solicitud relacionada con juego responsable, la cuenta debe cerrarse de forma permanente. Sin embargo, después de mi correo del 24/05/2025, mi cuenta permaneció completamente activa durante muchos meses, permitiéndome seguir realizando depósitos y jugando hasta febrero de 2026.

También deseo aclarar que la actividad continuada en la cuenta no debe interpretarse como prueba de que no existía un problema de juego. Al contrario, la razón por la que solicité repetidamente el cierre de mi cuenta fue precisamente porque la cuenta seguía accesible y sin restricciones.

En ningún momento se me informó de que mi cuenta hubiera sido cerrada permanentemente o restringida antes de febrero de 2026.

Gracias nuevamente por su asistencia y por continuar revisando este asunto.

Atentamente,

Dear Casino Guru Team,

We would like to clarify several inaccurate statements made in the latest user response.

First, Casino Intense has never acknowledged the existence or receipt of any email dated 24.05.2025 referencing gambling addiction. On the contrary, we have clearly stated that, following a full internal review, no such communication exists in our database or communication records.

The fact that a screenshot or isolated copy is being presented by the user does not automatically confirm successful delivery or receipt by Casino Intense. Furthermore, considering the seriousness of the allegations and the timeline presented, it is unusual that only a single alleged addiction-related email has been provided by the user as evidence.

We also note that the user appears to be interpreting our statements incorrectly by claiming that we "acknowledged" the alleged communication. This is not accurate. Our position has remained consistent throughout the review process.

Additionally, there has been no direct communication between Casino Intense and the user following the account closure until the present complaint proceedings. Therefore, we are unclear as to what basis the user is relying on when making statements regarding alleged acknowledgements or subsequent discussions.

As previously stated:

• Casino Intense has remained available and willing to cooperate throughout the process.
• All closure requests received from the player were processed according to the information provided at the time.
• Previous requests did not explicitly mention gambling addiction or permanent responsible gambling self-exclusion.
• Continued account activity and bonus requests were inconsistent with an active self-exclusion status.
• Once a responsible gambling-related request was clearly identified, the account was permanently closed.

We remain willing to cooperate further and provide any additional clarification required.

Casino Intense

Dear Casino Guru team,

Thanks for the update.

I would like to respectfully clarify that at no point have I claimed to have received confirmation from the casino regarding the email sent on May 24, 2025. In fact, one of the main problems is that I never received any response to that request.

However, the email was sent to the same contact address later used by the casino for other official communications, including the final closure of my account in 2026.

I understand that the casino indicates that it cannot find such communication in its internal records, but from my point of view that does not change the fact that the request was indeed sent and that after that date my account remained fully active for many months.

The main point of my complaint remains that, after reporting my gambling problem and requesting account closure, no effective restrictions were applied, allowing me to continue depositing and playing until February 2026.

Thank you again for your time and review of the case.

Sincerely,

oaks

Estimado equipo de Casino Guru,

Gracias por la actualización.

Me gustaría aclarar respetuosamente que en ningún momento he afirmado haber recibido confirmaciones por parte del casino sobre el correo enviado el 24/05/2025. Precisamente uno de los problemas principales es que nunca recibí respuesta alguna a dicha solicitud.

Sin embargo, el correo fue enviado a la misma dirección de contacto utilizada posteriormente por el casino para otras comunicaciones oficiales, incluido el cierre definitivo de mi cuenta en 2026.

Entiendo que el casino indique que no puede encontrar dicha comunicación en sus registros internos, pero desde mi punto de vista eso no cambia el hecho de que la solicitud fue efectivamente enviada y que después de esa fecha mi cuenta continuó completamente activa durante muchos meses.

El punto principal de mi reclamación sigue siendo que, tras informar sobre mi problema de juego y solicitar el cierre de la cuenta, no se aplicó ninguna restricción efectiva, permitiéndome continuar depositando y jugando hasta febrero de 2026.

Gracias nuevamente por su tiempo y revisión del caso.

Atentamente,

roblesssssssssss

I would like to thank both sides for providing further information. I would like to clarify certain points from the conversation above.

Dear Casino Intense, if my initial statement was incorrect or inappropriate, I would like to apologise. The statement was based on the low casino rating, fake license, multiple unresolved complaints on other mediator site, unresolved case with us, 2 months of no response within this thread and the message from previous casino affiliate asking us to stop communication, and blocking our afiiliate team channels and cooperation. From my experience, 98% of casinos like this never responds beyond the initial message, so I have assumed the same in this case. If you would like to resume the cooperation, I will be more than happy to discuss your rating and options via e-mail. You can contact me anytime at matej.l@casino.guru regarding this.

Dear roblesssssssssss, the casino stated they never received your message from 24/05. Unfortunately, this can happen occasionally and even according to our Fair Gambling Codex, we require the player to provide sufficient effort in self-exclusion process. Since you have confirmed not receiving any response to your e-mail, I would like to ask whether you have sent another e-mail asking about the status of your self-exclusion (or sending another request), or if you have at least inquired about the state of your request via Live chat. Please let me know, and you can forward any evidence to my e-mail (matej.l@casino.guru) or upload directly to this thread. Thank you.

Good morning,

I want to clarify that I have spoken with the casino via chat and demanded the closure of my account, asking why it wasn't being closed. They know there are multiple conversations where I express my addiction. Casino staff, both in this thread and in the chat, responded that because I made a deposit, the request was rejected. Unfortunately, I don't have screenshots of all the conversations. I've shared these conversations here, and in this thread, they state that the request is rejected when there's a deposit. They never contacted me after acknowledging the rejection of the request.

As far as I'm concerned, I don't believe the email didn't arrive. What's more, when an email doesn't reach the expected address, an error message automatically pops up saying that the email couldn't reach the intended person or entity. Therefore, I don't believe it, especially since I filed the formal complaint to the same email address I used to send the account closure request for gambling addiction. The complaint arrived, but the account closure email didn't. It's strange; it can happen, okay, but when something is serious... I personally don't believe it.

Another very important point is that they cannot accept the rejection of any application, especially one related to gambling addiction. They don't even ask. When I filed the formal claim, I was penniless and had no money to deposit. Now my question is, after submitting the formal application, what would have happened if I had subsequently made a deposit? I know the answer very well: they would have automatically rejected it, because 48-72 hours passed between when I sent the email and when they replied.

Another important point is that when a person requests self-exclusion, regardless of the type, the account must be closed immediately. There are people who are unable to acknowledge their addiction and don't explicitly say they have a gambling problem, but they want their account closed.

Sincerely

Buenos días,

Quiero aclarar que yo con el casino atraves del chat he hablado y exigido el cierre de la cuenta, preguntando que porque no se me cierra la cuenta y ellos saben que hay conversaciones más de una que yo expreso mi adicción, a lo que el personal del casino tanto en este hilo como en el chat, respondía que como hacia un depósito la solicitud quedaba rechazada, desafortunadamente para mí no tengo todas las conversaciones con captura, por aquí he pasado conversaciones y en este hilo lo dicen que la solicitud se rechaza cuando hay un depósito, jamás se pondrían en contacto conmigo cuando asumen el rechazo de la solicitud,

Por lo que mi opinión respecta, no me creo que el correo electrónico no llegara, es más cuando un correo no llega a la dirección esperada, automáticamente salta un correo dando error de que ese correo no ha sido posible llegar a la persona o entidad indicada, por lo tanto no me lo creo y más cuando yo hago la reclamación formal es al mismo correo que mandé la solicitud de cierre de cuenta por ludopatia, la reclamación si llega y el correo de cierre por ludopatia no, es raro, que pueda llegar a pasar vale, pero cuando algo es grave...personalmente no me lo creo.

Otro punto que es muy importante es que ellos no pueden asumir el rechazo de una solicitud, de cualquier solicitud y más siendo de ludopatia, ellos ni si quiera preguntan, cuando hice la reclamación formal yo me quedé sin dinero y no tenía dinero para depositar, ahora mi pregunta es, después de enviar la solicitud formal y yo después hubiera depositado que hubiera pasado? Yo la respuesta la tengo muy clara, y automáticamente lo hubieran rechazado, porque desde que envié el correo a cuando ellos me contestaron pasaron 48-72h,

Otro punto importante es cuando una persona solicita la auto-exclusión da igual por el tipo que sea, la cuenta debe ser cerrada inmediatamente, hay personas que no son capaces de asumir esa adicción y directamente no dicen que tienen problemas con el juego pero quieren tener su cuenta cerrada.

Atentamente

Dear roblesssssssssss, could you please confirm whether you have inquired about the status of your self-exclusion after sending the initial message?

Also, not every undelivered message generates an error message. If the request has been caught in the spam box or filtered out by a firewall, no error message would be sent.

Dear Casino Intense, could you please check the support e-mail's spambox, for the missing message sent by the player?

EDIT: Could you also check the live chat logs for the player inquiring about the status of her self-exclusion message, please? Any screenshots or evidence can be e-mailed to me directly at matej.l@casino.guru. Nothing will be forwarded or shared, and it is purely for the internal investigation purposes. Thank you.

I asked through the chat and they continue to demand the account closure

A través del chat, pregunté y sigue exigiendo el cierre de la cuenta

Yet another unanswered request. In this message, I clearly express the problem I was having with the game; I'm literally saying that I didn't know when to stop, that I kept losing everything, and that I needed to put an end to it.

I do not consider it necessary to expressly use the word "gambling disorder" for an operator to understand that there is an obvious problem related to gambling.

Although at that time I requested the closure "for a while", from my point of view the casino should have applied effective responsible gambling measures and closed the account permanently, especially considering all the previous and subsequent requests.

Otra solicitud más que no fue respondida. En este mensaje expreso claramente el problema que tenía con el juego; estoy diciendo literalmente que no sabía cuándo parar, que terminaba perdiéndolo todo y que necesitaba acabar con ello.

No considero necesario utilizar expresamente la palabra "ludopatía" para que un operador entienda que existe un problema evidente relacionado con el juego.

Aunque en ese momento pedí el cierre "por un tiempo", desde mi punto de vista el casino debió haber aplicado medidas efectivas de juego responsable y cerrar la cuenta de forma definitiva, especialmente teniendo en cuenta todas las solicitudes anteriores y posteriores.

Dear Matej,

Thank you for your follow-up.

Following your request, we have once again thoroughly reviewed our support communications, including inbox records, spam folders, and available live chat logs related to the player.

After this additional verification, we must maintain our previous position: we were unable to locate any communication referencing gambling addiction or requesting responsible gambling self-exclusion prior to the most recent request, after which the account was permanently closed accordingly.

At this stage, the only alleged addiction-related communication remains the single email copy provided by the player, which, as previously stated, does not appear in our internal systems or communication history.

We remain available to cooperate further should any additional verifiable information be provided.

Casino Intense

Thank you for the double-check and the confirmation, Casino Intense. I appreciate that.

Dear roblesssssssssss, unfortunately it seems like there is not enough supporting evidence to continue this mediation process. I will post my reasoning behind this decision here:

• In 2023 you have sent your self-exclusion request as a reply to a marketing message. Such emails are usually overseen by automated bots and not capable of processing replies.
• Another two messages from July 2025 were both sent to an incorrect address "support@caasinointense.com" so it is safe say those were not delivered to the intended recipient.
• Lastly, you have sent a single e-mail in January 2026 with an account closure request, worded in a way that can be understood as either a temporary cool off, self-exclusion due to loss of control over your gambling habits, or regular account closure as you are tired of losing money. The interpretation options are quite wide here, as opposed to direct request for self-exclusion due to gambling addiction, which is impossible to misunderstand. If you worded this message the same way as the previous messages, it would be for the best.

Furthermore, there is no evidence of you sending another e-mails to the casino either requesting to be self-excluded or inquiring about the status of your original request. No chat logs or live chat conversations have been provided either, which would show you asking about your message and whether the casino staff has received it.

According to our Fair Gambling Codex and Player Protection Rules, this is classified as insufficient effort on your part, and unfortunately I am unable to help in regards of lost deposits. And since the casino has already closed your account due to gambling addiction, there is not much else we can do.

I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional gambling materials.

I will leave this thread open for your questions or to voice other issues that I can address, and also to give you an opportunity to provide additional evidence supporting your case, if you have any. Thank you for your understanding.

Dear roblesssssssssss,

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.

And the message from May? The account closure due to gambling addiction?

Honestly, what I think right now is that no matter what I have, it's going to be the casino's word against mine, and for whatever reason, the casino wins.

They say they don't have those records, and that's all that matters. I sent a screenshot of the email, and frankly, I couldn't care less what either of them thinks. The email was sent, and they didn't reply because I kept depositing. I communicated this countless times; I can't prove it, but the casino can't prove they didn't receive the message either. Anyway.

Honestly, the casino, without providing a single piece of evidence, has more power than I do with screenshots. Two messages that were erroneous, fine, but two of them are not erroneous: May 2025 and January 2026. There was no response to either because the casino's policy is that if you deposit, the account closure is cancelled, and I've said so, and they've said so too. I've provided screenshots of a conversation with a chat agent, and they stated this freely.

I think it's completely unfair for you to tell me I don't have enough weight, when there's an email with sufficient weight, an email about the closure of a gambling addiction case. It's a strong case, and the casino says they have no record of it. Obviously, that's what they're going to say; they have no other choice. They're not going to admit they received that email when they're already at a disadvantage. It's completely unfair that the complaint is being decided in favor of the casino without showing a single piece of evidence. I have emails and messages detailing how they operate.

I disagree with you!

y el mensaje de mayo? El cierre de la cuenta por ludopatia?

sinceramente lo que ahora mismo pienso es da igual todo lo que tenga, que va a ser la palabra del casino contra la mía y ahí por lo que sea gana el casino,

ellos dicen que no tienen esos registros y ya eso vale, he mandado una captura de pantalla del correo y sinceramente me da exactamente igual lo que piense el uno y lo que piense el otro, el correo está enviado y no contestaron porque yo seguí depositando, y son inmensas las veces que lo comuniqué no puedo demostrarlo pero el casino tampoco puede demostrar que ese mensaje no le llegó, en fin.

sinceramente el casino sin dar ni una sola prueba tiene más fuerza que yo aportando capturas, dos mensajes que fueran erróneos estupendo, hay dos de los cuales no son erróneos, mayo de 2025 y enero 2026, en ninguno hubo respuesta alguna porque la política del casino si depositas se cancela el cierre de la cuenta y lo he dicho y lo han dicho ellos, he aportados capturas de una conversación con un agente del chat y lo dice libremente,

creo que es totalmente injusto que me digas que no tengo suficiente peso, cuando hay un correo con suficientemente peso, un correo por cierre de ludopatia, es que es fuerte y el casino dice que no tiene registros de eso, evidentemente es lo que va a decir no le queda otra, no va a decir que ese correo le ha llegado cuando tienen ya todas las de perder, es totalmente injusto que la queja se decante por parte de casino sin enseñar una sola prueba, tengo correos y tengo mensajes de la manera que actúa

no estoy de acuerdo contigo!

Dear roblesssssssssss,

My apologies, I have forgot to mention the message from May 2025. That was a proper self-exclusion request indeed. Usually, if the casino seemingly ignores or refuses such requests, the players either send another request, ask the live chat about the status of their message, or open the complaint with mediator. None of this happened, and you have continued playing for another couple of months without inquiring about your message.

Everything points towards insufficient effort on your end - from sending the messages to marketing bot and misspelling of the casino's e-mail address, to vague wording and with only one proper self-exclusion message sent, that was never escalated further. All this within the span of 3 years, is considered insufficient effort to self-exclude by Casino Guru.

This casino not having a responsible gambling page with proper instructions about how to self-exclude complicates things, however I have confirmed their live chat and e-mail address works, so you could have asked the team about the correct procedure, if needed.

Once again, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.