Cusco Casino - Pelaajan omaehtoista pelikieltoa koskevaa pyyntöä ei otettu huomioon.

Hello

On June 5th at 7:00 PM, I emailed the casino requesting self-exclusion due to gambling addiction. The casino responded, expressing deep regret for my concerns, recommending help sites, and telling me they would forward my request to another department.

The next day, around 5 p.m., I asked the casino to cancel my request. As I'm a gambling addict, the casino didn't cancel my account despite clearly explaining my problem. I was able to deposit again until I lost all my money, which was €6,000.

Hola

El día 5/06 a las 19 horas, envié un correo al casino solicitando mi autoexclusion por motivos de adicción al juego. El casino me respondió sintiendo mucho mis problemas , recomendándome páginas de ayuda y diciéndome que pasaban mi solicitud a otro departamento.

El día siguiente, sobre las 17 horas, solicite al casino que cancelase mi solicitud. Como bien digo soy un enfermo de ludopatía, el casino no canceló mi cuenta pese a explicarle claramente mi problema. Con lo que pude volver a depositar hasta perder todo no dinero, que fueron 6000€.

Dear Ganador100,

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).

Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses, and the subsequent communication regarding the cancellation of your self-exclusion request? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronica, thank you very much for your response. I just sent my communications with the casino to your email address. Thank you.

Hola Verónica muchas gracias por tu respuesta acabo de enviarte a la dirección de correo mis comunicaciones con el casino gracias

Thank you for your email. However, to move forward with your case, I need the emails of the chat transcripts you sent to the casino when you requested to close your account (veronika.f@casino.guru).

Hello again

I've sent another email. I don't understand why you need the chat now. I've already sent the emails clearly requesting my self-exclusion.

I've sent the chat screenshots because it won't let me send the transcript to email. It doesn't have the option.

Hola de nuevo

He vuelto a enviar un correo. No entiendo porque necesitáis ahora el chat. Envié ya los correos donde pido mi autoexclusion claramente.

He enviado las capturas del chat, porque no me deja a enviar la trascripción al correo. No tiene la opcion

Thank you for the screenshots. However, I need the email you sent to the casino requesting self-exclusion. Please find the email you sent to the casino with your account closure request, and then forward it to me. Without this evidence, we won't be able to investigate your problem further. Thank you for your cooperation and understanding.

I just sent you all the emails again one by one.

Acabo de volver a enviarte todos los correos de uno en uno.

Thank you for your emails.

Could you please specify if the casino closed your account in the meantime? If so, when exactly was your account closed?

Hello Veronica

No, they never closed my account, even though I explicitly requested it due to gambling addiction.

Can you help me please?

Hola Verónica

No, ellos no llegaron a cerrar mi cuenta en ningún momento, pese a haberlo pedido explícitamente por motivos de adicción al juego.

Podéis ayudarme porfavor?

Thank you very much, Ganador100, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Ganador100,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Cusco Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Cusco Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite the self-exclusion request and clear statement indicating a gambling problem?

While we appreciate your commitment to a pro-player approach, it is important to emphasize that when a player explicitly acknowledges a gambling issue, the casino has a responsibility to act in accordance with responsible gambling practices. Self-exclusion requests related to problem gambling are serious and should not be reversed solely based on the player’s later change of mind.

Your detailed response is essential to ensure that this matter is handled in a fair, responsible, and transparent manner.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

No-response policy. They have no interest in solving anything. To this day, the account remains open, but they constantly send emails offering bonuses and encouraging people to gamble. I hope Casino Guru lowers its rating considerably. This casino doesn't care about its players. Casino Guru, you can help me fight. They deserve to be below 5. Below 5, the vast majority of players won't register and won't go through the same thing I did.

Política de no respuesta, no tienen ningún interés en solucionar nada, a día de hoy sigue la cuenta sin cerrar, pero envían correos constantemente ofreciendo bonos e incitando a jugar. Espero que Casino Gurú baje considerablemente la.valoracion, este casino no mira por el jugador, casino guru , vosotros podéis ayudar a mi lucha gente, se merecen estar por debajo del 5. Por debajo del 5 la gran mayoría de jugadores no se registrarán y no pasarán por lo mismo que yo.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ganador100,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo