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Subject: Urgent Complaint – Refusal to Close Account and Refund (CasinoLab)

Dear Casino Guru Team,

I am writing to formally raise a complaint against CasinoLab regarding their refusal to act on my request to close my account despite me informing them that I am gambling addicted.

I have clear proof in the form of their previous email correspondence acknowledging my message, where I specifically asked them to close my account to prevent further gambling. Instead of taking action, they denied my request, allowing me to continue gambling, which has caused further financial loss.

I am therefore formally claiming £350, the amount directly lost due to their failure to act responsibly as a gambling operator.

I request that Casino Guru:

Investigates this matter urgently.

Ensures that the operator refunds my claimed amount of £350.

Confirms that measures will be taken to prevent further harm to vulnerable customers.

I am prepared to escalate this complaint to the UK Gambling Commission and other regulatory bodies if a resolution is not provided promptly.

Please treat this matter as urgent.

Yours faithfully

Golda05

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.

Dear Golda05,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify who wrote the emails you attached to your first message? Is it your email address?
• Do you currently have access to your casino account?
• When did you make the last successful deposit?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you for your response.

CasinoLab is currently denying that I contacted them regarding my gambling addiction. However, I can confirm that I did send emails informing them that I am a vulnerable player and requesting account closure.

I have attached evidence from my sent emails, which clearly show:

My email address

The date and time the emails were sent

The content where I informed them of my gambling addiction and requested account closure

Despite this, the casino failed to act appropriately and allowed my account to be reopened multiple times, which resulted in further deposits and losses.

I kindly ask that this evidence be taken into consideration, as it demonstrates that the operator was aware of my situation but failed to take the necessary protective measures.

Please let me know if any further information is required.

Kind regards,

Golda

Thank you for your reply, Golda05. I understand you may be busy or distressed by the situation, but it appears my earlier questions have not yet been answered. Could you please review my initial message and provide the requested information? These details are essential for us to proceed with the case. Thank you in advance for your assistance.

Dear Kristina,

Thank you for your message and for reviewing my complaint.

Please find my responses below:

The emails attached to my first message were sent from my email address, and they relate directly to my communication with the casino.

NO, I currently don t have access to my casino account.

The last successful deposit was made arround the month of january.

I remain very concerned about how my situation as a vulnerable customer was handled, and I appreciate your assistance in reviewing this matter further.

Please let me know if you need any additional information.

Kind regards,

Golda05

I need to ask you a few additional questions before we proceed with this complaint.

• When exactly was your account closed?
• You wrote in your emails that "my wife is addicted." Could you please provide clarification regarding this situation?
• Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Thank you.

Dear Golda05,

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,
Kristina
Casino.Guru