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I've been trying to get my account blocked for weeks due to gambling addiction. I've already sent three emails to the casino with this information. In response, I've only been offered a bonus, or they've not responded at all. I hereby request a refund of the money I deposited, which I've had since June 5th. My first email with the information was sent on June 5th, 2025, the second on June 8th, 2025, and the third today. I hope you can sort this out now, because I'm fed up.

Ich versuche seit Wochen mein Konto auf Grund von Spielsucht sperren zu lassen. Ich habe bereits 3 Mails mit dieser Info ans Casino geschrieben. Als Antwort wird mir lediglich ein Bonus angeboten, beziehungsweise es wird garnicht reagiert. Ich fordere hiermit mein eingezahltes Geld zurück und zwar seit dem 05.06. Meine erste Mail mit der Info ging an 05.6.25, die zweite am 08.06.25 und die dritte heute raus. Jetzt hoffe ich, ihr könnt das regeln, ich habe nämlich keine Lust mehr.

Dear Marie_77,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BookofCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please share the responses from the casino offering you bonuses as a reply to your self-exclusion requests? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BookofCasino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I can still access it and made my last deposit the day before yesterday. In live chat, I only get bonus offers and am told to contact me via email. I haven't received a response to most of my emails. I'll write another email, but that probably won't help. I've sent you an email and the casino an email, and I've put you in the CC. By the way, the casino email address you provided doesn't work. I sent the email to sent.

Ich kann nach wie vor darauf zugreifen und habe vorgestern das letzte mal eingezahlt. Im live Chat, bekomme ich auch nur Bonusangebote und es wird mir gesagt, ich solle mich per mail melden. Auf die meisten Mails habe ich keine Antwort erhalten. Ich werde jetzt nochmal eine Mail schreiben, aber das wird wohl wenig bringen. Ich habe dir eine Mail und dem Casino auch eine Mail geschrieben und dich ins cc gesetzt. Übrigens geht die von dir angegebene Email des casinos nicht, habe die Mail an [email protected] gesendet.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.