Kruuna Casino - Player’s account was reopened after self-exclusion.

I want to file a complaint about this casino. It seems to me that this casino does not adhere to responsible gambling rules. About a week ago, I requested a 1-month break from playing, and they did close my account. Now, I asked if my account could be reopened, and within 5 minutes, my account was reopened. This wasn't the first time this has happened.

Dear Janne1,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

So my account was not reopened after 5 minutes, but this was an example of how quickly an account can be reopened. I myself asked for a 1 month lock because I said I wanted to take a break from playing and now a week after this request my account was reopened as soon as I asked. So these account lock options that this casino offers are practically meaningless because you can get your account opened immediately when you ask. Why then is there a misunderstanding that the account can be CLOSE for a certain period of time if this is not the case?

And for example, at another casino I asked for a similar break from playing and when I asked if I could reopen my account, the answer was that the account cannot be opened until the break in question has ended. Here too, there was no need to mention anything about having problems with playing. Now this crown casino decided that they had noticed that I had problems with playing, even though I had not mentioned anything like that. So they closed my account permanently based on that.

Thank you for your reply, Janne1. Unfortunately, the circumstances don't compel us to contact the casino on your behalf. Currently, there aren’t unified regulations regarding responsible gambling tools that would be applied to all casinos, and player protection tools are managed by the casino exclusively. The situation would be different in the case of gambling addiction and a permanent self-exclusion which is not the case here. Since it seems your account has now been closed, I am afraid we are not able to offer any further support.

Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Janne1,

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.