The Red Toucan Casino - Pelaajan omaehtoista pelikieltoa koskeva pyyntö on jätetty huomiotta.

Ladies and Gentlemen

I hereby submit a formal complaint due to a serious violation.

On March 31, 2025, I explicitly requested a self-exclusion from my player account at TheRed Toucan Casino! This request was clearly and unambiguously communicated and should have been implemented immediately in accordance with the responsible gaming regulations. However, you ignored this request and continued to allow me access to my account.

Furthermore, I have received no response whatsoever from you. Neither my emails nor any other forms of contact have been answered. This behavior is unacceptable and reinforces the impression of a serious breach of your obligations.

This constitutes a significant breach of your duty of care and your obligations to protect players.

As a direct consequence of your failure to implement the self-exclusion, I have incurred financial losses. Therefore, I hereby demand a full refund of all deposits made after March 31, 2025.

Best regards

Sehr geehrte Damen und Herren,

hiermit reiche ich eine formelle Beschwerde aufgrund eines schwerwiegenden Verstoßes ein.

Am 31.03.2025 habe ich ausdrücklich eine Selbstsperre für mein Spielerkonto beantragt, Für das Casino TheRed Toucan!Diese Aufforderung wurde klar und eindeutig kommuniziert und hätte gemäß den Vorschriften zum verantwortungsvollen Spielen unverzüglich umgesetzt werden müssen. Dennoch haben Sie diese Anfrage ignoriert und mir weiterhin den Zugang zu meinem Konto ermöglicht.

Darüber hinaus habe ich bislang keinerlei Rückmeldung von Ihnen erhalten. Weder auf meine E-Mails noch über andere Kontaktwege wurde reagiert. Dieses Verhalten ist inakzeptabel und verstärkt den Eindruck eines groben Verstoßes gegen Ihre Pflichten.

Dies stellt einen erheblichen Verstoß gegen Ihre Sorgfaltspflicht sowie gegen Ihre Verpflichtungen zum Spielerschutz dar.

Als direkte Folge Ihrer unterlassenen Umsetzung der Selbstsperre sind mir finanzielle Verluste entstanden. Aus diesem Grund fordere ich hiermit die vollständige Rückerstattung sämtlicher Einzahlungen, die nach dem 31.03.2025 getätigt wurden.

Mit freundlichen Grüßen

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 guelistan2332xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy, and I found this:

If you are concerned about your gambling behavior, you may choose to lock your gaming account. During this time, we will also take all reasonable steps to ensure you do not receive any promotional material.

If you have any concerns about your activity, please consider one of the following options:

A minimum of 24 hours cooling off period

A minimum one month self-exclusion period

To change these settings, please contact our 24/7 Support Team.

If you are worried about your gaming behavior, please take action 

Gambling Therapy: https://www.gamblingtherapy.org

Responsible Gambling Councilttps://www.responsiblegambling.org/

Have you clearly informed the casino about your gambling problem? Could you forward me the initial account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Thank you for your reply and for providing the previous details, guelistan2332.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your initial self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings The Red Toucan Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@theredtoucaninfo.com and keep me informed about any further developments.

Thank you in advance.

Dear guelistan2332,

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.

Okay, thanks, but the casino hasn't gotten back to me!!

Gut danke aber das Casino hat sich nicht gemolden!!

Thank you for your response and for sharing the previous details, guelistan2332.

• Could you please provide me with the timeline of when you requested self-exclusion and when you engaged in any further gambling activities after that period?
• Additionally, would it be possible for you to upload your transaction records from this timeframe?
• Have you tried reaching out to the casino through any communication methods aside from email?
• Furthermore, if you have any additional correspondence with the casino, such as screenshots, emails, or chat logs, please share them with me. You can send all documents to: petra.h@casino.guru or post your screenshots in the thread.

Thank you once again for your cooperation.

Dear guelistan2332,

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.

Good day,

Unfortunately, the casino isn't responding to me; I don't know what I can do.

Guten Tag,

leider Antwortet mir das Casino nicht, weiss nicht was ich tun kann.

Dear guelistan2332

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 Munya (munya.s@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,

Petra

Dear guelistan2332,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from The Red Toucan Casino to join this conversation and assist in addressing the complaint.

Dear The Red Toucan Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

At this stage, we are still attempting to establish contact with the casino through an alternative communication channel in the hope of obtaining their cooperation regarding this case.

We will allow the casino a final period of 7 days to respond before proceeding further. If we do not receive any reply within that timeframe, we may unfortunately have to close the complaint as unresolved due to the lack of cooperation.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Munya Shumba