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Hello!

I've asked the casino several times via chat and email to close my account, as the losses were no longer enjoyable. The casino hasn't responded yet. I seem to have a problem, so I've continued depositing.

Hallo!

Ich habe mehrfach das Casino darum gebeten per Chat und auch per Mail mein Konto zu schließen. da die Verluste keinen Spaß mehr gemacht haben. Das Casino hat bis heute nicht reagiert. Ich habe scheinbar ein Problem und habe weiter eingezahlt.

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Dear claudi3110,

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).

Have you ever specified gambling addiction or a gambling problem in your account closure requests? If so, kindly forward me these emails along with the casino's responses at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Yes, several times in the chat. Unfortunately, I can no longer access it because my account has finally been blocked.

Ja, im Chat mehrere Male. Ich kann leider nicht mehr darauf zugreifen, da mein Konto nun endlich gesperrt wurde

Thank you for your reply.

I’m glad to hear that the casino has now blocked your account. However, in order for us to request a refund of the deposits you lost, we need clear evidence that you informed the casino about your gambling addiction and requested self-exclusion, but your request was ignored. This can be shown through chat transcripts, email communication, or screenshots confirming that you mentioned gambling addiction multiple times.

Based on the screenshots you submitted with your complaint, it appears that you only mentioned "no free bonuses or winnings" as your reason for account closure. Unfortunately, this cannot be classified as a gambling addiction or a self-exclusion request on responsible gambling grounds.

Dear claudi3110,

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.