Tornadobet Casino - Player struggles with self-exclusion request.

For several years now, I've been requesting self-exclusion from this casino, but they continuously ignore my requests.

I suffer from a gambling addiction and ever since I first requested self-exclusion - which I've done on dozens of occasions - I've deposited and spent over 30,000 Euros.

Dear Dezanove19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello,

I'll send it right away.

Please help me! I just spent another 1500 euros!!!!

they don't close my account!

HELP ME PLEASE!

I just deposited another 1000 euros!

What is your website for? I'm addicted, I can't stop

Hi Dezanove19,

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, 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 to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Tornadobet Casino,

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

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."

Please send another email to support@tornadobet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

• Based on the forwarded correspondence, it appears you submitted a request for self-exclusion on March 31, 2023, and another on April 13, 2024. Is that accurate? Have you made any additional requests or attempted other means to reach out to the casino in the interim?

Thank you in advance.

Yes, I made several requests throughout the year via chat.

Thank you very much, Dezanove19, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Dezanove19,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Tornadobet Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear DEZANOVE1919,

Thanks for sharing your feedback on TornadoBet casino.

Could you please provide the email you sent your request for self-exclusion from?

We have checked the inbox and could not find any email from you on this matter.

Also, as we can see from our chat history, you have never contacted us via Live Chat in the past 2 years, with any request - communication has been held mainly via email.

We would like to clarify the situation and deal with it. Maybe something has been missed from any of the sides.

At this point, you can contact TornadoBet in Live Chat or by email at any time and ask for account closure, due to gambling problems. It will be closed right away.

Thank you in advance.

Kind Regards,

TornadoBet Casino Team

I've already requested it several times!

I've already sent everything to CasinoGuru!

I requested it by email over the years and by chat, several times!!

I am willing to accept a refund of 20,000 euros and forgive 10,000 euros.

accept?

Dear Dezanove19,

Could you tell me in what state is your account at the moment? Is it still opened or is it already closed?

They closed after responding

Dear Tornadobet Casino,

Do I understand correctly that the player's account is already closed, therefore you must have received the email with the request from the player. Could you tell me how long did the whole process take? From the initial email mentioning gambling addiction to the account closure?

They just sent me an email enticing me to play with a bonus.

this stops me from healing

Hello Michal,

I will check and get back with a response to your questions as soon as possible.

Thanks.

Regards

They keep sending me emails offering deposit bonuses!

My doctor says I will never recover this way.

give my money back and please stop!

Thank you, Tornadobet Casino for the response. We will be waiting to hear from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Michal,

Sorry for delaying a bit the reply.

Yes, the player's account at TornadoBet is closed, without the possibility to be reopened.

Since we haven't found any email with account closure request from the client, the player account was closed in the time of client's complaint in this feed. The exact date of account closure is April 19.

The player has been also excluded from any automatic bonus offers that are sent by email.

Best Regards,

TornadoBet Casino Team

I have already sent all emails over the years asking for self-exclusion.

Do you want to make a deal and return €20k?

Don't ignore me and start sending me emails to ease me into playing, as they have been doing in the last few days

Dear Tornadobet Casino,

Did you receive any emails from the player at all? What would be the correct email address to ask for a self-exclusion in your casino?

Dear Michal,

The email address for such request is our standard one: support@tornadobet.com

We received no emails from the player's address at TornadoBet casino in regards to self-exclusion.

How many more tests do you want?

Dear Dezanove19,

What 1000 EUR are you talking about in the last screenshot you sent us? In the complaint amount, you mention 30,000 EUR. Please explain the situation to us.

At the time I asked for self-exclusion it was €1000. As they didn't self-exclude me, I deposited more and reached 30 thousand euros.

Dear Dezanove19,

From the emails you have sent us, there is an email from the address portugal@tornadobet.com, that states that your account was closed on 31.3.2023.

Could you comment on this? Was your account closed and then opened again?

Also, Tornadobet Casino, would it be possible for the player to receive such an email from the mentioned email address? Is it a valid email address for your casino?

They never closed my account.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal, Casino.Guru