Casino. Guru complainservice

Casino.guru's complaint services are a complete joke. You can forget about them solving anything you can't solve yourself. I have to say that I really liked this site and over time I developed trust in it. This turned out to be completely the opposite. They support the casinos, no doubt about it.

I filed a complaint about Slotmonster Casino.

I initially had an account with Slotmonster, played, and lost a lot. Then I opened an account on Instantcasino, Slotmonster's sister site. I also played there and lost a lot. I wrote an email stating that I was addicted to gambling and explained the negative impact gambling had on my life. I ASKED THE CASINO TO CLOSE MY ACCOUNT PERMANENTLY ON INSTAWIN AND ALL SISTER SITES. I then received an email that the accounts were closed. BUT the next day, I could still open my account on Slotmonster and continue losing money. Those of us who have been playing at casinos for a few years KNOW that when you write to a casino saying you are addicted to gambling and ASK them to CLOSE your account on ALL their sister sites, that should be enough. That should be the end of the story and the accounts should be closed.

Apparently, Casino.guru doesn't think this is enough. Apparently, you have to write to every single casino within their group.

I noticed very early on that I had a case they didn't want to take. I mean, it took 1.5 weeks with a lot of questions that had already been answered.

I just want to say that I'm totally fine with it. The money is lost anyway. But for those of you thinking about filing a complaint through this site, you're just wasting your time. I will never visit this site again. I'll copy how I wrote to the casino and how I should have written according to Casino.guru.

Here is how i wrote.

Hello friends!

I would like to ask you to close my account with you and all your sister sites.

I am a gambling addict and have been playing casino games since 2010. Along the way, I have not only lost over 300k euros, but I have also lost friends, family, children, and everything that matters. I gamble not to win money but due to my addiction. Even if I won a million, I would still keep gambling. I lost myself a long time ago.

Could you please close my account? Thank you.

Thank you for reading. Best regards.

jag skulle vilja tacka casino.guru för min tid här. Jag vill också gärna att ni raderar mitt konto.

I also know from experience after many many years of gambling that if I had won more than I put in I would not have gotten the money out. Winwin for the casino. Very disappointed with this "case closed" but when something sounds too good to be true, it is.

I would say that Kristina has explained to you what the conditions are and how it works here. So according to your complaint " We determined that the player did not directly inform SlotMonster Casino about his gambling problem before depositing." Also, it is always necessary to self-exclude at every casino unless it is stated in the Terms and Conditions that if you do it at one casino it also applies to sister casinos. 

The second thing that struck me is that you talk about closing the account. That's different than self-exclusion. 

After all, if you close your account, in some casinos it's not hard at all to open a new one just by changing your email. 

So in the future I would definitely recommend to stick to doing it right and always find out how self-exclusion works because it's not the same in every casino. 

Also, I'm sorry that you have this opinion towards us, because we appreciate every single player who is here and tries to communicate with other players about gambling or to help. 

I wish it would have turned out differently. 

If the sister casinos ever lure you to them to play even if you are self-excluded, it certainly wouldn't be okay with us. I find your situation you described strange from the point of view that first the casino says you have a self-exclusion block on a sister site and then says it doesn't have any sister sites. That's pretty shady. 

Anyway, you gave a great example that it can work differently in every casino. There are many of them that won't accept self-exclusion unless you do it at that particular one. We don't think it's enough to write an email to one of them to self-exclude you at the other until it's made clear in the Terms and Conditions that it applies to sister sites as well. 

So it is important to also look at it from this point of view. We have experts who deal with cases like this on a daily basis, so it's definitely not something we take lightly, I can assure you. Responsible gambling is an important thing for us, but players also have to abide by some rules and we have procedures that we also follow. 

If you have had experience with casinos with this license and there have been more where there have been problems, then I don't see why you should continue to play there. 

That's probably what I would add.  

Let's say you go to Betsson, Unibet, Bet365 and say, "I am addicted to gambling, I have lost everything meaningful in life."

Do you think these casinos would see it as "just a closure" on one occasion, or would they really take it seriously and understand what it's about? Do you think I would be able to reactivate my account there again?

You also seem to have a very simplistic personal opinion about my use of the word "close" instead of "exclude." If this is indeed a personal opinion, I find it quite lacking in empathy. Personally, I would have been affected by such a message and understood that this person wants to and should stop gambling. I would have simply understood that he means he wants to close the account permanently.

On the other hand, if I were completely without empathy, I would have rubbed my hands together and said, "Yes, I found a little reason to take advantage of this guy even more and take some more money from him because he only said 'close.'"

no changed email or other information. This is not relevant in my case.🙂

Jag kan knappt förstår att av allt detta

Hello friends!

I would like to ask you to close my account with you and all your sister sites.

I am a gambling addict and have been playing casino games since 2010. Along the way, I have not only lost over 300k euros, but I have also lost friends, family, children, and everything that matters. I gamble not to win money but due to my addiction. Even if I won a million, I would still keep gambling. I lost myself a long time ago.

Could you please close my account? Thank you.

Thank you for reading. Best regards.

så var det 1 ord du reagerade på🤣 du förbisåg alla negativa sakerna. Jag kan helt ärligt inte förstå det..

Yes I understand what you are saying and in some cases it would probably not be the easiest. 

However, so many casinos in the same group don't come up every day. If one appears and you have the option to self-exclude from the whole group then it is easier, because this act should also apply to new casinos as well. 

But if this is not the case then unfortunately the player has to practice this process one by one. We can't control who has what Terms and how they handle these things and how seriously they take them. 

However, I know one thing for sure, if I had such an issue with the Curacao casinos I would never go to them to play, and I would only play in the ones that are reliable.

Your case you described is different from the last one in that you were basically tricked by the casino into believing that they didn't have sister sites, and that's a big difference. That's why I'd say you managed to win with the help of a lawyer, which I'm sure glad you did. 

Nevertheless, every case can be different, and sometimes even a small discrepancy can make a big difference, especially when it comes to responsible gambling. 

Dear player,

I have to say I dissagree with you on a few occassions. It's fair to say that the whole matter of the current state of the Self-Exclusion through out the industry is not convenient. There are huge differences between national laws and regulations making it pretty chalenging to exclude from various casinos.

Becuse of this, responsible player should never rely on his opinion or feelings insted, should accept how things actually works. Jaro alredy explained that, and I see no issue with his sesponses to you.

The sooner you understand how you need to behave when self excluding from casino, the sooner you will be succesfull in doing so. From our perspective, it would be highly irresponsible not to inform you about things you have not done correctly.

We are not here to blindly agree, we're here to explain things. The rest is up to you.

So no, in some casinos it's not enoughto say "I would like to ask you to close my account with you and all your sister sites." It's not that simple, in most cases you have inform each casino separately - depends on their rules and license, among other things.

I wish you no further harm, just try to learn from this situation, please.

I sympathize with you and I certainly didn't mean to take you at your word. In this case, however, there is a difference between closing an account and self-exclude. 

I would say that in honest casinos you shouldn't have a problem with that. If you want to be excluded you should do so and they should take it with the utmost seriousness. Don't ask why you want to do it and if your opinion will change for example with bonus and so on. There is a very fine line if a player is addicted and no casino should profit from it. Just like reopening an account. 

Although, having been in this business for a while, I can see that not every casino you would encounter the same solution. This will never be an excuse that if a casino doesn't take it seriously, that it's okay for us because it's not. 

But it's important to realize that not every casino is the same, and not every casino treats responsible gambling equally. That's why I was talking about the fact that unfortunately sometimes you have to self-exclude yourself from each casino individually even though you write to do it for the whole group. Of course, if it's not possible to do it for the whole group, then the casino could also tell you that it's not allowed and that you have to do it manually everywhere. 

I don't want you to take this as an attack against you, I'm just trying to explain what cases I've encountered and what is standard in most of casinos.

🤣🤣🤣🤣🤣

So no, in some casinos it's not enough to say "I would like to ask you to close my account with you and all your sister sites." It's not that simple, in most cases you have to inform each casino separately - depends on their rules and license, among other things.

I would like to ask you to close my account with you and all your sister sites.

I am a gambling addict and have been playing casino games since 2010. Along the way, I have not only lost over 300k euros, but I have also lost friends, family, children, and everything that matters. I gamble not to win money but due to my addiction. Even if I won a million, I would still keep gambling. I lost myself a long time ago.

Could you please close my account? Thank you.

Thank you for reading. Best regards.

You think this is not enough? Okay, I understand, I respect your opinion. I just understand your position better. You could very well be one of these raw casinos with a clear conscience. I no longer care about this conplaint. It just saddens me to see that you are exactly the same as these people in costa rica.. you don't see me here anymore. Thank you and have a nice summer

I would say that would be enough for me personally. But for casinos, apparently not, and some standard and procedures and under what conditions they must have in context of self-exclusion. That's why I wrote what I wrote, because that's the experience of most players. 

For me it would be clear but I don't work in a casino and if I did and they told me that this was too weak for a slef-exclusion, I would probably have to listen. It's always best to look for information on this in the casino and how to self-exclude and you'll see that not every casino has the same policy. 

Of course, the best thing would be to be able to put it under the control and not play any more. 

You always have to learn from such a sad situation, and now you will know that not always what we think is clear is really so clear for everybody. 🙁

Blitz-Fun Casino blocked my account after I won and refuses to withdraw the funds.

I made a deposit from my own funds, used the welcome bonus and played as usual. After meeting the conditions, I requested a withdrawal of approximately CZK 30,000.

The withdrawal was not processed for over two weeks and my account was subsequently blocked. The casino claims that I broke the rules but refuses to state which specific rule was broken.

At the same time, they refuse to return my own deposited funds.

I request a specific explanation of the alleged violation of the rules and a refund of my deposited funds.

Hi, I understand the situation, but I'm afraid the casino won't respond to such a challenge in a public forum.

I may ask stupidly, are you in contact with anyone from the casino? And also the previous page of that communication, where systematic rule violations are mentioned, could help understand what the casino believes was happening.

Anyway, the complaint was a good step.

Hi.

This casino blitz-fun.bet has been refusing to pay me 12,500 for almost 2 months, I have 6,000 deposited funds. Is it possible to get at least the money deposited from them? I filed a complaint here today.

Hello, do you know why you can't get your money from the casino? Did they tell you anything, did you break any rules, or what happened? It would definitely help to understand the situation a little better.