Kaleo Casino - general discussion

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Due my gambling addiction, I have ask Kaleo Casino several time to close my account. Every time they ask me to fill in their document, for a month closure. I will not close it permanent.

Also wrote a email to their support team.

Dear Team

I am requesting the immediate and permanent closure of my account. If this request is delayed, I will escalate this matter to your licensing authority and file a formal regulatory complaint.

I have a Gambling problem and don’t want a Self-Exclusion for a period, but permanent closure.

I already had 3 Self-Exclusions for 3 months, but every time it reopens, I lose money before asking a new period.

I really have a gambling problem!

To this email they didn't reply.

How can i escalate this at Anjouan Gaming, and will this help.

Hello, I’m really sorry for what you’ve been through. I hope you’re getting the support you need to move forward with your recovery. I understand that it can be a difficult process.

As for the casino, based on what you’ve described, I would have expected a very different response. If we’re talking about the same casino, I briefly checked our review, and we consider it unsafe. Having responsible gambling tools available doesn’t necessarily mean requests are handled properly. Unfortunately, we’ve seen poor handling of these situations at casinos with low Safety Index scores.

I also understand that you want to take the matter to the Anjouan licensing authority. The difficulty is identifying the right ADR service. The authority provides a list of services, but it doesn’t clearly show which one handles disputes for each operator. The casino should tell you which ADR service you need to contact.

Let me add a link to the official list: https://anjouangaming.com/resources/authorized-adr-providers/

Personally, I don’t find this route very reassuring. I understand why you want to escalate the matter, but I also think it’s important to focus on yourself and put barriers in place to keep gambling out of reach.

Normally, I’d also mention our free complaint service. However, as I explained, this casino has already shown a lack of cooperation, which is reflected in its low Safety Index. I don’t want to give you false expectations about what we might achieve.

The decision is yours, of course. I’d just encourage you to give your recovery and getting some distance from gambling the attention they deserve as well.