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I've requested multiple account closures because my deposits are extremely high and I'm experiencing significant losses. The casino has ignored my closure request.

I also asked for fair bonuses, as I was paying around €5,000-8,000 a month. You only get bonuses if you bet, and the chance to cash out is almost impossible. I asked for a refund because it was quite noticeable: no matter how high the bet was, I couldn't even win.

The refund was denied because I agreed to the terms and conditions.

I'm not getting my money back, nor am I getting any large bonuses to increase my chances of losing money, so that the loss might not be too high. When I've asked about bonuses or closure, I've either not received a response or am always being put off.

Ich habe mehrfach um Kontoschließung gebeten , da meine Einzahlungen einfach extrem hoch sind und ich einen extrem hohen Verlust hab . Das Casino ignoriert meine Anfrage der Schließung .

Ebenso habe ich um faire Boni gebeten , a ich monatlich ca 5000-8000€ gezahlt habe . Bonus bekommt man nur betreibt und dur Chance auszuzahlen ist nahezu unmöglich. Ich habe um Erstattung meiner Gelder gebeten da es ziemlich auffällig war , egal wie hoch der Einsatz war , ich konnte nicht einmal gewinnen .

Die Erstattung wurde verneint , da ich den Geschäftsbedingungen zugestimmt habe .

Ich bekomme weder mein Geld zurück noch hohe Boni um die Chance etwas zu erhöhen , damit der Verlust vielleicht nicht zu hoch ist . Wenn ich wegen Boni oder Schließung angefragt habe bekommt man keine Rückmeldung oder wird immer nur hingehalten

Dear Emi124,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? 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.

Dear Emi124,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.