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Dear Casino Guru Team,

I am contacting you with an urgent complaint because my request has been repeatedly ignored by the online casino in question, and I have been significantly endangered by the casino's actions.

Despite repeated requests to permanently close my account and explicitly stating that I am a gambling addict, my wishes were ignored. Instead, I was repeatedly offered bonuses, credits, or cashback, which tempted me to continue playing – a significant risk for me.

Specifically:

I have repeatedly asked the casino in writing to permanently close and delete my account.

The account was subsequently closed after a lengthy delay.

About a month later, however, I received an email without my consent containing €50 in credit, which automatically reactivated my account.

I never agreed to have my account reopened.

This action exposed me to gambling again, even though I had explicitly requested to be completely banned. My money was once again at risk, and I suffered further losses. This behavior not only disregards my explicit ban request but can also be considered a violation of player protection laws and potentially applicable gambling legislation.

I therefore demand:

The final, irrevocable deletion of my account.

The repayment of the €50 credit that was wrongfully made available to me, as this was done without my consent and tempted me.

A written confirmation that my account is permanently closed and no further bonuses, credits or offers will be sent to me.

I request that my complaint be processed promptly and expressly reserve the right to take legal action or inform the relevant supervisory authorities about the casino's actions if this grievance is not rectified immediately.

Best regards

Sehr geehrtes Casino Guru-Team,

ich wende mich mit einer dringenden Beschwerde an Sie, da mein Anliegen von dem betreffenden Online-Casino mehrfach missachtet wurde und ich durch das Vorgehen des Casinos erheblich gefährdet wurde.

Trotz mehrfacher Anfragen, mein Konto dauerhaft zu schließen und ausdrücklich darauf hinzuweisen, dass ich spielsüchtig bin, wurden meine Wünsche ignoriert. Stattdessen wurde mir wiederholt Spielguthaben, Boni oder Cashback angeboten, wodurch ich erneut in Versuchung geraten bin, weiter zu spielen – was für mich ein erhebliches Risiko darstellt.

Konkret:

Ich habe das Casino mehrfach schriftlich gebeten, mein Konto dauerhaft zu schließen und zu löschen.

Das Konto wurde daraufhin nach einer längeren Verzögerung geschlossen.

Etwa einen Monat später erhielt ich jedoch ohne meine Zustimmung eine E-Mail mit 50 € Guthaben, wodurch mein Konto automatisch wieder aktiviert wurde.

Ich habe nie zugestimmt, dass mein Konto wieder eröffnet wird.

Durch dieses Vorgehen wurde ich erneut dem Glücksspiel ausgesetzt, obwohl ich ausdrücklich darum gebeten hatte, vollständig gesperrt zu werden. Mein Geld wurde dadurch erneut gefährdet, und ich habe erneut Verluste erlitten. Dieses Verhalten stellt nicht nur eine Missachtung meiner ausdrücklichen Sperranfrage dar, sondern kann auch als Verstoß gegen den Spielerschutz und möglicherweise geltendes Glücksspielrecht gewertet werden.

Ich fordere daher:

Die endgültige, unwiderrufliche Löschung meines Kontos.

Die Rückzahlung der mir unrechtmäßig zur Verfügung gestellten 50 € Guthaben, da dies ohne meine Zustimmung erfolgte und mich in Versuchung gebracht hat.

Eine schriftliche Bestätigung, dass mein Konto endgültig geschlossen und keine weiteren Boni, Guthaben oder Angebote mehr an mich gesendet werden.

Ich bitte um eine zeitnahe Bearbeitung meiner Beschwerde und behalte mir ausdrücklich vor, rechtliche Schritte einzuleiten oder die zuständigen Aufsichtsbehörden über das Vorgehen des Casinos zu informieren, falls dieser Missstand nicht unverzüglich behoben wird.

Mit freundlichen Grüßen

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mesimesi,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward me the account closure requests that you sent to the casino? My email address is [email protected]. Do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Good morning,

I deleted all my email correspondence with the casino because I wanted nothing more to do with them. They really got on my nerves. They constantly use the same scam. It's awful!

Guten Morgen,

Ich hab alle Mail Verläufe gelöscht mit dem Casino. Weil ich nichts mehr mit denen zusammen zu tun haben wollte. Die haben mich zu sehr auf die Palme gebracht. Die nutzen ständig die gleiche Masche. Ganz schlimm!!!

Thank you for your reply, Mesimesi. Could you please clarify whether you still have access to your casino account?

Now they've blocked it. Nevertheless, my account had already been blocked twice. But they simply reopened it without any further ado, credited it with funds, and I lost a lot of money because it was too easy to deposit money. This is so awful!!!

Jetzt haben sie es gesperrt. Nichts desto trotz war mein Account schon bereits 2x gesperrt. Aber sie haben es ohne weiteres einfach eröffnet mit Guthaben gut geschrieben und ich hab viel Geld verloren weil es zu einfach war Geld einzuzahlen. Das ist so schlimm!!!

Dear Mesimesi,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this.

Since you didn't provide sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.