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Hello everyone,

On November 1, 2025, I informed the casino about my existing gambling addiction and explicitly requested that my player account be closed.

I was then asked to confirm that any existing balance would be forfeited in the event of account closure. I gave this confirmation. At that time, there was no balance in my account.

Despite my notification and explicit request, my account was not closed. Instead, I continued to receive regular promotional messages, and my account was even credited with free bonus credits on several occasions.

This ultimately led to me making further deposits. The casino was demonstrably aware of my gambling addiction, yet it neither implemented the requested account closure nor took any measures to protect players.

On the contrary: the continued advertising and the granting of bonus credits further encouraged my problematic gambling behavior.

In light of this, I consider the casino's conduct a serious breach of its duty of care and protection. Therefore, I demand a full refund of all deposits I have made since my notification of November 1, 2025.

Hallo zusammen,

am 01.11.2025 habe ich das Casino über meine bestehende Glücksspielsucht informiert und ausdrücklich darum gebeten, mein Spielerkonto zu schließen.

Daraufhin wurde ich aufgefordert zu bestätigen, dass im Falle einer Kontoschließung eventuell vorhandenes Guthaben verfallen würde. Diese Bestätigung habe ich erteilt. Zu diesem Zeitpunkt befand sich kein Guthaben auf meinem Konto.

Trotz meiner Mitteilung und meines ausdrücklichen Wunsches wurde mein Konto jedoch nicht geschlossen. Stattdessen erhielt ich weiterhin regelmäßig Werbenachrichten und es wurde meinem Konto sogar mehrfach kostenloses Bonusguthaben gutgeschrieben.

Dies führte letztlich dazu, dass ich erneut Einzahlungen vorgenommen habe. Das Casino war nachweislich über meine Glücksspielsucht informiert und hat dennoch weder die beantragte Kontoschließung umgesetzt noch Maßnahmen zum Spielerschutz ergriffen.

Im Gegenteil: Durch die fortgesetzte Werbung und die Gewährung von Bonusguthaben wurde mein problematisches Spielverhalten zusätzlich gefördert.

Vor diesem Hintergrund betrachte ich das Verhalten des Casinos als einen schwerwiegenden Verstoß gegen seine Fürsorge- und Schutzpflichten. Daher fordere ich die vollständige Rückerstattung sämtlicher Einzahlungen, die ich seit meiner Mitteilung vom 01.11.2025 vorgenommen habe.

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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.

• Did you receive any confirmation from the casino in November 2025 that your account had been successfully closed?
• When did you first realize that the casino had not closed your account?
• Did you contact customer support between November 2025 and May 2026 to follow up on your self-exclusion request? If so, which communication channels did you use?
• Kindly forward any subsequent self-exclusion requests that you sent after discovering that your account was still open to veronika.f@casino.guru.

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

Hello,

Thank you so much for your help!

1. After I confirmed, I received no further feedback; I thought that was the end of it.
2. At first I ignored the email with my free credit – but then I remembered it and logged in. Initially, I thought I was blocked from making deposits and that the account was only open to withdraw any remaining credit, not for playing or depositing.
3. No, I didn't inquire at first; I assumed everything was settled – after all, I confirmed everything, and the casino had already responded to my email (follow-up question).
4. On the day I filed the complaint, I again asked the casino to finally block me – I only received a response well after 24 hours – I'm forwarding you the email history.

Hallo,

vielen Dank für die Hilfe!

1. nach meiner Bestätigung habe ich keine Rückmeldung mehr bekommen, ich dachte damit wäre alles erledigt.
2. erst habe ich die Mail mit meinem gratis Guthaben ignoriert - irgendwann ist es mir dann aber doch wieder eingefallen und ich habe mich eingeloggt. Dort dachte ich allerdings erst noch ich wäre für Einzahlungen gesperrt und der Account war nur offen um ggf. noch Guthaben abheben zu können: nicht zum Spielen oder einzahlen
3. nein ich habe mich erstmal nicht erkundigt, ich bin davon ausgegangen, dass alles erledigt ist - immerhin habe ich alles bestätigt und das Casino hatte ja auch bereits auf meine Mail reagiert (Rückfrage)
4. am Tag als ich die Beschwerde eröffnet habe hatte ich das Casino erneut gebeten mich endlich zu blockieren - weit nach 24h erst Rückmeldung bekommen - ich leite ihnen den Mailverlauf weiter

Could you please specify how many deposits you made since November 1 up to the end of May, when your account was closed?

There must have been 11 deposits of €20.00 each, totaling €220.00, which in my opinion should never have been credited to my account. Thank you for your help and best regards, Franz

Es müssen 11x Einzahlungen gewesen sein mit jeweils 20,00 €. also insgesamt ein Betrag in Höhe von 220€ der meinem Konto meiner Meinung nach nie hätte gutgeschrieben werden dürfen. Danke für die Hilfe und viele Grüße Franz

Hello CasinoDino,

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 your patience while I was away from the office.

Please specify the exact dates you made the deposits you would like to have refunded.

Hello Veronika,

Thank you very much, I hope you had a relaxing time.

The deposits were made on May 29, 2026, between 11:50 AM and 6:18 PM.

Is the information provided sufficient?

Best regards

Franz

Hallo Veronika,

vielen Dank, ich hoffe Sie hatten eine erholsame Zeit.

Die Einzahlungen fanden am 29.05.2026 statt. Uhrzeit zwischen 11:50 Uhr - 18:18 Uhr.

Sind die bereitgestellten Infos ausreichend?

viele grüße

Franz

Dear CasinoDino,

Thank you for providing all the requested information.

After carefully reviewing the evidence available to us, we are unfortunately unable to support your request for a refund of the deposits made on May 29.

While we acknowledge that you contacted the casino in November 2025 and requested the closure of your account, you did not receive confirmation that the request had been successfully processed. In situations where a player does not receive a clear confirmation of account closure, we expect them to make reasonable efforts to ensure that the casino has received the self-exclusion request and properly acted upon it. This may include sending follow-up emails or contacting the casino through alternative communication channels.

Based on the information provided, no further attempts were made to follow up on your account closure request until May 2026, approximately six months later. Although we understand your position, we cannot conclude that sufficient steps were taken to ensure that the account had been closed. For this reason, we are unable to hold the casino responsible for the deposits you made on May 29 or request that they be refunded.

As a result, we will be rejecting this complaint as unjustified. Thank you for your understanding. I am genuinely sorry that we were 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.

Best regards

Veronika

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