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Unfortunately, I had a rather negative experience with an online casino.

At the beginning of 2025, I requested self-exclusion and clearly stated that I had problems with gambling. The account was initially confirmed to be blocked.

Some time later, my account was reopened and I even received bonus offers, which tempted me to gamble again. In the end, I lost €515 as a result.

In my opinion, this is a clear violation of player protection laws. Anyone who admits to having a problem should not be actively recruited back.

I need help.

Ich habe leider eine ziemlich negative Erfahrung mit einem Online-Casino gemacht.

Ich hatte Anfang 2025 einen Selbstausschluss beantragt und dabei auch klar angegeben, dass ich Probleme mit dem Spielen habe. Das Konto wurde zunächst bestätigt gesperrt.

Einige Zeit später wurde mein Konto jedoch wieder geöffnet und ich habe sogar Bonusangebote erhalten, die mich erneut zum Spielen gebracht haben. Am Ende habe ich dadurch 515 € verloren.

Für mich ist das ein klarer Verstoß gegen Spielerschutz. Wer einmal angibt, dass er ein Problem hat, sollte nicht aktiv zurückgeworben werden.

Ich bitte um Hilfe.

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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.

• Could you please forward the entire email thread from last year, when you requested self-exclusion from this casino, to veronika.f@casino.guru?
• Did the casino specify the duration of your self-exclusion?
• When exactly was your account reopened? Was it reopened automatically, or did you contact the casino to request reopening?
• When was the last time you accessed your casino account?
• Is your account currently closed, or are you still able to access it?

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 Veronika, my account was opened by the casino. I received an email on April 24, 2026, with a bonus that was credited to my account.

My account has been closed again since April 26, 2026.

Hallo Veronika, mein Konto wurde vom Casino aus geöffnet. Ich habe am 24.04.2026 eine Email erhalten mit einem Bonus der meinem Konto gutgeschrieben wurde.

Mein Konto ist seit dem 26.04.2026 wieder geschlossen.

Dear mex26

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

The casino has paid out automatically! This thread can be closed. Thank you for your help 😊

Das Casino hat von sich aus gezahlt! Der thread kann geschlossen werden. Ich danke für ihre Mithilfe 😊

Dear mex26,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P