Self-exclusion and account closure (funds)

Hello.

I'm addicted to gambling, but I can't stop playing. I've had multiple complaints about this at Casino Guru (some I've won, others I haven't).

I currently have an account at a casino and have been lucky (accumulating €8,350). The casino takes a long time to process withdrawals, and they have a very low limit (€850 per day), so if I continue to keep the account open, I'll end up losing everything.

I inquired at the casino about what happens to the balance if a player becomes addicted to gambling, and they told me that the account is closed and the winnings confiscated.

I would like to know if this is fair and, if my account is blocked, if I have any chance of winning the complaint with the help of Casino Guru.

I appreciate the help in advance. Best regards.

Hello, and thank you for reaching out and for being honest about your situation. I understand this is very difficult for you.

Casinos have different policies regarding responsible gambling, including limits on withdrawals or account closure for players showing signs of gambling-related harm. If an account is closed due to gambling addiction, it is often treated as part of their internal responsible gambling policy, which can unfortunately include forfeiting winnings, depending on their terms and conditions.

Whether such a decision is "fair" depends on the casino’s terms and the context of the situation. Generally, if the casino acted according to its published rules and responsible gambling policies, complaints about account closure or confiscation of winnings need to be investigated properly with Casino Guru’s assistance.

That said, my colleagues may advise you on the complaint process, help you check if the casino’s policies were applied correctly, and make sure your complaint is heard. But please be aware that there is no guarantee of winning the complaint. It always depends on the findings and concrete situation. So, go ahead and complain; it's free, so there's no need to worry about the consequences.

Most importantly, if you feel that gambling is becoming harmful, it may be safer to self-exclude from the casino or seek support from responsible gambling services in your country. This is often the most effective way to protect both your health and your remaining funds.

Here are some links to organizations that can help:

https://casino.guru/responsible-gambling-guide/problem-gambling-help-centers

Also, third-party tools may assist you in staying away from casinos.

https://casino.guru/responsible-gambling-guide/responsible-gambling

I'll be around if you want to talk more.

Hello Radka.

Thanks for responding.

Your answer isn't clear to me. I understand that each casino handles responsible gaming differently, but would it be fair to lose an account balance for telling the casino you're addicted to gambling?

Let me explain: If I now inform the casino of my gambling addiction and request permanent closure, and the casino closes my account, do I have to forfeit the 8,000 euros I won fairly?

I can't file a complaint because I haven't closed my account for fear that when I close it, Casino Guru will tell me that the casino has the right to confiscate my funds.

I don't know if I've explained myself well (I'm very nervous). What I'd like to know is Giru Casino's position in a situation like this. I already know that whether or not I receive the funds ultimately depends on the casino's wishes.

thank you

Hello, don't worry, I understand. However, I believe I explained that our approach always depends on the concrete situation, which is investigated through the complaint. all things I mentioned earlier will be considered as well as your and the casino's comments.

Each situation is considered separately. Self-exclusion and gambling harm are delicate matters. Therefore, the positions depend on the specific events that have occurred in these circumstances.

The complaint is the best way to get a clear explanation of what we believe is fair in this particular situation.

Okay, my question was: do I try to withdraw my money little by little (I've read that it can take months to pay me) and risk not controlling my urge to gamble, or do I request closure and risk not getting paid at all.

Thanks for your words as well

a pervert

Oh, I see, you're trying to figure out whyt you should do.

Well, never hide compulsive gambling once you feel that, I'd say. The casino should act as they have stated in the rules. However, I have no idea what is written there, and a self-exclusion request due to gambling addiction does not mean you will be paid immediately. It means you aim to close your account to avoid losing control. So the money may also be divided into several amounts, yet you won't access the account anymore.

Does it make sense, please?

Indeed, I don't know how to proceed.

A few days ago, I asked the casino, without providing any details, what would happen to the account balance if a gambling addict reported their problem. They told me they would confiscate the balance.

The casino in question is Immerion. Although you rate it highly, it has received countless complaints about taking so long to process withdrawals (sometimes up to 4 months). I won't be able to hold out that long without playing the balance of my account.

Hello,

That’s exactly the kind of situation I was referring to earlier. It really depends on the casino and its own responsible gambling rules. The same applies to payout times. Unfortunately, I can’t give you a specific instruction, as I don’t know all the details about your account, the casino’s exact terms, or how your question was worded when you asked them and what they explicitly told you.

In general, if the casino processes withdrawals slowly, it will probably pay the money eventually, just not as fast as you’d hope. Especially Immerion. But if you feel that keeping the account open is putting you at serious risk of gambling again, your safety really should matter.

It does sound strange, and quite concerning, that a casino would confiscate winnings simply because a player admits to having a gambling problem. That’s not what responsible gambling should look like. However, this is exactly why we assess every situation individually through the complaint process, with both sides’ input and evidence.

So, the best advice is to keep all communication with the casino and let my colleagues know through a complaint feature if something goes wrong. Feel free to submit it straight away if you feel you could use our mediator right from the start: https://casino.guru/complaints/create 👈

Hello, I just wanted to say you did the right thing with the complaint, and I expect it will soon be moved to one of our self-exclusion specialists, to be honest, it looks very weird to me; however, I'm not very familiar with the details.

In any case, it was a good call!

Radka, I wanted to thank you for the support and advice these past few days.

Ultimately, the casino rejected my self-exclusion request because I still had a balance in my account, and I ended up losing everything. I guess I have no right to claim anything despite the poor management of responsible gaming.

As I said before, I don't think the casino deserves the rating you're giving it (and I'm not just saying this because of my case, but because the reason for all their complaints is always the same: either you file a complaint or they won't pay you).

Vulnerable players like me are completely helpless against casinos like this.

Thanks again for your attention. It's been a pleasure.

Hello,

I read a part of the complaint and I've got the same impression. In my opinion, this is not the proper response to self-exclusion due to gambling addiction; to me, it sounds like they considered your request as the "usual" account closure request.

Well, I would say that everything still needs to be clarified with the casino. Try to hold on, please. My colleague will investigate this matter thoroughly.

Stay strong!