The player from Germany requested account closure on May 6, 2025, due to gambling addiction, and agreed to forfeit his credits. However, the casino has not closed his account, leading him to incur further losses of €919. He seeks a refund of all deposits made after his request, citing a violation of responsible gaming guidelines.
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Current status
Waiting for Casino Guru to reply
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Case summary
18 hours ago
Public
Novice
Public
2 weeks ago
Translation
Good day,
On May 6, 2025, I contacted the casino and asked them to close my account due to my gambling addiction, as stated on the website under Responsible Gaming.
That same day, I received an email asking me to confirm that my credit would be forfeited. I immediately agreed to this.
To this day, my account has not been closed and, due to my addiction, I continued playing and lost another €919.
Since the casino has obviously violated its own guidelines and the behavior is illegal, I request a refund of all deposits made from May 7, 2025 (account must have been closed within 24 hours according to the website).
No payouts were made.
I am asking the Casino Guru team for support with my case and hope that you can help me.
Thank you in advance!
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 weeks ago
Dear benediktmerkel,
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 Support Service Team via e-mail:
[email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you 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
Public
Novice
Public
2 weeks ago
Translation
I have forwarded everything to you
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 weeks ago
Thank you for your reply, benediktmerkel. I received your email; however, it unfortunately does not contain the original self-exclusion request from 06.05.25. Could you please forward it to me?
Also, do I understand correctly, based on your email exchange with the casino, that your account has been closed?
Public
Novice
Public
2 weeks ago
Translation
I forwarded the relevant email to them with a request to delete it.
Yes, exactly, now after threatening further action the account was closed only after it was claimed that I had never confirmed that my balance would expire.
Automatic translation:
Public
Novice
Public
2 weeks ago
Translation
The fact is that I wanted to close my account because of gambling addiction, then I received an email saying that my balance would then expire and that I should confirm this, which is not in accordance with the guidelines. I confirmed this immediately and my account was still open for almost 7 weeks afterwards and was only closed after the threat.
Automatic translation:
Public
Novice
Public
1 week ago
Translation
Good day,
Is there any new information yet?
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 week ago
Hello benediktmerkel,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Complaint Resolution Center Team Lead
Public
18 hours ago
Thank you very much for your cooperation, and I apologize for the delayed response. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Casino Guru is examining the case
