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My casino account was reopened despite my self-exclusion due to gambling addiction. They sent a legal document to my email address to reopen the account, which I was required to sign. I never signed it nor did I reply to the email. I demand a full refund of all my deposits since the account was reopened.

I'm not getting a response from the casino.

Mi cuenta de casino fue reabierta, a pesar de tener una auto exclusion en por ludopatia, enviaron un documento legal a mi correo para reabriar la cuenta, el cual debia firmar, el cual jamas firme ni reespondi el correo. Exijo el reembolso total de mis depositos desde la reapertura de la cuenta.

No obtengo respuesta de parte del casino.

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Dear Antiyuta,

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 and the subsequent emails regarding the reopening of your account? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello, good day. Indeed, my account was disabled due to self-exclusion. After that, they sent me an email to reopen the account by sending a legal document signed by me, which I never sent nor did they respond to. I will send the emails.

Hola buen dia, efectivamente mi cuenta estaba inhabilitada por auto exclusion, luego de eso me enviaron un correo para reabrir la cuenta enviando un documento legal firmado por mi, el cual jamas envie ni responde, enviare los correos.

Thank you for your email. Am I correct in understanding that the casino reopened your account back in 2024?

What is the current status of your account?

When was the last time you communicated with this casino?

My account was opened in 2025 and closed around 2022 (I think). I filed a claim and requested a refund, and they closed my account automatically. The last time they contacted me was on January 18, 2026. This was the first and only email the "responsible" department has responded to, and it was also in parallel with this complaint. I initiated legal action with the competent authorities in my country. I hope @estelarbet responds and I can resolve this once and for all.

Mi cuenta fue abierta el 2025, estuvo cerrada aprox del 2022 (creo), hice el reclamo y solicite el reembolso, y cerraron mi cuenta automaticamente, la ultima vez que se comunicaron conmigo fue el 18/01/2026, primer y unico correo que ha respondido el area "encargada" , de igual forma paralelamente a esta queja. Inicie acciones legales con las autoridades competentes de mi pais. Ojala responda @estelarbet, y pueda cerrar todo esto de una vez por todas.

Hello Antiyuta,

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

Thank you for the screenshot you provided. Based on it, the casino requested that you sign a document for account reopening on March 28, 2024. Could you please clarify when exactly your account was reopened and when it was subsequently closed again?

Additionally, I am still missing essential communication needed to properly assess your complaint. Specifically, I kindly ask you to provide:

• Your original self-exclusion request from 2022, along with the casino’s responses
• The subsequent communication related to the closure of your account
• The original emails (not screenshots) confirming that your account was reopened
• The original emails confirming that your account was closed again in 2025
• The most recent email communication you have received from the casino

These documents are necessary for us to establish a clear and complete timeline of events related to your complaint.

Thank you in advance for your cooperation. I look forward to your reply.

Hi Veronika, I'm pleased to inform you that the Estelarbet platform has refunded the funds involved, not the full amount, but a large portion of it. Thank you very much for your help.

Hola Veronika, es de mi agrado informar que la plataforma estelarbet, hizo la devolucion de los fondos involucrados, si bien no la totalidad, pero si gran parte de ellos. Muchas gracias por la ayuda

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Antiyuta,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika