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Complaint against Mellstroy.game – Violation of Responsible Gambling & Self-Exclusion

I am submitting this complaint against Mellstroy.game due to serious violations of Responsible Gambling rules.

I have a gambling addiction and explicitly informed the casino multiple times about my condition. I clearly requested permanent self-exclusion / permanent account closure without the right of reactivation.

Despite this:

My account was blocked and then repeatedly reactivated after my requests.

The casino continued to accept deposits, mainly via USDT (cryptocurrency).

These reactivations happened after I had already declared my gambling addiction.

As a result, I suffered significant financial losses of approximately €15,000 or more.

The casino claims that all reactivations were made "at my personal request", however:

A vulnerable player with a declared gambling addiction should not be allowed to reactivate the account.

This is a clear failure of duty of care and a breach of Responsible Gambling obligations.

Currently, my account is blocked, but only after severe financial harm was already done.

I am requesting:

A formal investigation into the casino’s Responsible Gambling violations.

Recognition that the casino failed to properly apply permanent self-exclusion.

A refund of losses incurred after my self-exclusion requests.

Written confirmation that my account is permanently closed without any possibility of reactivation.

I can provide:

Screenshots of correspondence with casino support and VIP managers.

Proof of self-exclusion requests.

USDT transaction records (TXIDs).

Chat logs confirming reactivations after my addiction disclosure.

Thank you for your assistance.

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 Vasyl1998, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Mellstroy Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently still have access to your account?
• Could you please advise on the timeline of the events? When exactly have you requested the self-exclusion, and how long did it take for the casino to respond?
• Could you please confirm whether you have passed the KYC verification in this casino?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

Dear Attila,

Thank you for your response and willingness to understand my situation. Below are the answers to your questions.

Account access

I currently have no access to my Mellstroy casino account. According to the latest information from the casino support service, the account has been completely blocked without the possibility of recovery.

Time frames and self-exclusion

I have repeatedly contacted the casino with a request for permanent self-exclusion, clearly indicating problems with gambling addiction.

Despite this, my account was unblocked by the casino several times, and I was again given access to the game and the ability to make deposits.

Responses from the casino were usually delayed, and instead of immediately applying self-exclusion, access was reopened.

I can provide correspondence with support and VIP managers where they confirm the unlocking facts.

KYC verification

I did not go through a full KYC check at this casino.

Despite this, the casino accepted deposits (including in cryptocurrency) and allowed me to play, even after my statements of addiction and requests for self-exclusion.

I believe that the casino's actions are a serious violation of the principles of Responsible Gambling, and that is why I am asking for your help in resolving this complaint fairly.

I am ready to provide any additional evidence (screenshots, correspondence, dates, transactions) if necessary.

Шановний Аттіла,

дякую за відповідь та за готовність розібратися в моїй ситуації. Нижче надаю відповіді на ваші запитання.

Доступ до облікового запису

Наразі я не маю доступу до свого облікового запису в казино Mellstroy. За останньою інформацією від служби підтримки казино, акаунт було повністю заблоковано без можливості відновлення.

Часові рамки та самовиключення

Я неодноразово звертався до казино з проханням про permanent self-exclusion, чітко вказуючи на проблеми з ігровою залежністю.

Попри це, мій акаунт кілька разів розблоковувався казино, і мені знову надавали доступ до гри та можливість вносити депозити.

Відповіді від казино зазвичай надходили із затримкою, а замість негайного застосування самовиключення відбувалося повторне відкриття доступу.

Я можу надати листування з підтримкою та VIP-менеджерами, де вони підтверджують факти розблокування.

KYC-перевірка

Я не проходив повну KYC-перевірку в цьому казино.

Незважаючи на це, казино приймало депозити (у тому числі в криптовалюті) та дозволяло мені грати, навіть після моїх заяв про залежність і запитів на самовиключення.

Вважаю, що дії казино є серйозним порушенням принципів Responsible Gambling, і саме тому прошу вашої допомоги у справедливому вирішенні цієї скарги.

Готовий надати будь-які додаткові докази (скріншоти, листування, дати, транзакції), якщо це буде необхідно.

Dear Attila,

Thank you for your response and willingness to understand my situation. Below are the answers to your questions.

Account Access

I currently do not have access to my account at Mellstroy Casino. According to the latest information from the casino support service, the account has been completely blocked without the possibility of recovery.

Timeframe and self-exclusion

I have repeatedly contacted the casino with a request for permanent self-exclusion, clearly indicating problems with gambling addiction.

Despite this, my account was unblocked by the casino several times, and I was again given access to the game and the opportunity to make deposits.

Responses from the casino usually came with a delay, and instead of immediately applying self-exclusion, access was reopened.

I can provide correspondence with support and VIP managers, where they confirm the facts of unblocking.

KYC Verification

I did not undergo a full KYC verification at this casino.

Despite this, the casino accepted deposits (including in cryptocurrency) and allowed me to play, even after my statements of addiction and requests for self-exclusion.

I believe that the casino's actions are a serious violation of the principles of Responsible Gambling, which is why I ask for your help in resolving this complaint fairly.

I am ready to provide any additional evidence (screenshots, correspondence, dates, transactions) if necessary.

We regret to inform you that we are unable to assist you further in this matter, as our services are restricted to individuals who are of legal age. As gambling is illegal for underage individuals, we must take this matter seriously. 

As a result, your Casino.guru account will be blocked in accordance with our policies and applicable legal requirements.