Casinostars - Pelaajan tili on estetty.

Hello,

Casinostars.io has blocked me from live chat after asking them to reply to my emails to their support. I have asked them for a refund of my deposits, especially the ones made after I informed the casino support about my gambling addiction.

I do understand that Curacao casinos are not required to share information on gambling addiction between their sister sites, nyt Casinostars.io has done so before.

In the very least, I ask for assistance in getting a reply from the casino support. I have not received even one automated reply from them.

Previously, live chat claimed that I am trying to reopen my account but I have not asked for that at all.

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 Niilinhanhet,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gabmling policy, and this is what I found:

Do you want to self exclude?

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and you will also be taken from our marketing list so you will not receive any marketing material .You can also contact our support at support@casinostars.io and let us know about your decision to stop gambling at the Casino Stars for a certain period of time or forever.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@casinostars.com in order to initiate withdrawal of remaining balance.

Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino, it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please clarify if you currently have access to your casino account? If you don't, when exactly was the account closed?

Looking forward to hearing from you.

Best regards,

Kristina

Hello,

I have no access to my account and live chat has blocked me. My account was blocked on Saturday, March 14, 2026. I primarily ask the casino to respond and take a position, especially on the return of deposits made after I reported the gaming problem.

Hei,

minulla ei ole pääsyä tililleni ja live chat on estäny minut. Tilini on estetty lauantaina 14.3.2026. Pyydän ensisijaisesti kasinoa vastaamaan ja ottamaan kantaa varsinkin peliongelmasta ilmoittamiseni jälkeen tehtyjen talletusten palauttamisesta.

I would therefore like to emphasize that I have also reported the gaming problem separately to Casinostars.io customer service by email and my refund request specifically applies to deposits made after this.

Haluaisin siis korostaa, että olen ilmoittanut peliongelmasta erikseen myös Casinostars.ion asiakaspalveluun sähköpostitse ja eritoten tämän jälkeen tehtyjä talletuksia palautuspyyntöni koskee.

Thank you very much for your reply, Niilinhanhet. When did you make the last successful deposit? 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.

I have pretty much included every communication I have already, but I can attach them again. Like pointed out, the casino does not reply at all so I do not have anything from them.

The last deposits were made on March 14, 2026.

Viimeiset talletukset on tehty 14.3.2026

Thank you for your reply, Niilinhanhet. I apologize, but as I explained in my initial message, active self-exclusion in one casino doesn't automatically guarantee active self-exclusion in all associated websites. You can expect this type of Responsible Policy in casinos licensed by the MGA and UKGC, and even then, there are specific rules that must be followed and conditions met. I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, your account was closed the same day you informed the casino about your active self-exclusion at another casino, and we are unable to assist you with refunds for deposits made before this message.

Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.