Dear Lesa,

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

Responsible gaming

5.1. You may at Your discretion choose to exclude Yourself from playing any Games on the Website. In order to block Your access to the Games, You must go to the "My Profile" section and select Responsible Gaming.

5.2. When setting up Your Member Account You may also choose to impose a ceiling on the maximum losses You may make. The limit will block deposits if the net deposit limit has been exceeded for the selected time period.

5.3. Should you opt for self-exclusion in the manners contemplated above then you will not be able to open the account during the exclusion period. The exclusion agreement can be found by going to the Responsible Gaming section in "My Profile".

5.4. Any self-exclusion request would be valid for Casino Extra only.

Could you please clarify whether your account was closed and reopened, or if it was never closed? Do you currently have access to your casino account?

Please forward me the self-exclusion requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Dear Casino Guru Team,

I would like to file a complaint against Casino Extra, where I was able to play and deposit money again despite a clear and explicit request for permanent self-exclusion.

On May 31, 2023, I informed the casino by email that I was suffering from gambling addiction and that my account should be permanently and irrevocably closed. In my message, I wrote the following:

"Please close my account not only for 1 month but forever due to gamble addiction. Please close it without any option to reopen it again. Please also close all sister casinos and block me."

Despite this clear wording, my account was apparently reopened at a later date. On May 23, 2025, and May 24, 2025, I was able to deposit and use funds in my player account again. This would not have been possible if my request for permanent suspension had been correctly processed.

I firmly believe that the casino violated its fundamental player protection obligations by reactivating my account. My self-exclusion was clearly due to gambling addiction, and there was no doubt that I did not want the opportunity to reopen my account.

For this reason, I request a refund of the deposits made on May 23, 2025, and May 24, 2025. I request Casino Guru to review this case and assist me in this complaint process.

Thank you for your help and support.

Sehr geehrtes Casino Guru Team,

ich m?chte hiermit eine Beschwerde gegen Casino Extra einreichen, bei dem ich trotz eines klaren und ausdrücklich formulierten Antrags auf dauerhaften Selbstausschluss erneut spielen und Geld einzahlen konnte.

Am 31.05.2023 habe ich dem Casino per E-Mail mitgeteilt, dass ich unter Spielsucht leide und mein Konto dauerhaft und unwiderruflich geschlossen werden soll. In meiner Nachricht schrieb ich w?rtlich:

"Please close my account not only for 1 month but forever due to gamble addiction. Please close it without any option to reopen it again. Please also close all sister casinos and block me."

Trotz dieser eindeutigen Formulierung wurde mein Konto zu einem sp?teren Zeitpunkt offenbar wieder ge?ffnet. Am 23.05.2025 und 24.05.2025 konnte ich erneut Geld auf mein Spielerkonto einzahlen und verwenden. Dies w?re nicht m?glich gewesen, wenn mein Antrag auf dauerhafte Sperrung korrekt umgesetzt worden w?re.

Ich bin der festen überzeugung, dass das Casino mit dieser Reaktivierung meines Kontos gegen grundlegende Spielerschutzpflichten versto?en hat. Mein Selbstausschluss erfolgte klar aufgrund von Spielsucht, und es bestand kein Zweifel daran, dass ich keine M?glichkeit zur Wiederer?ffnung meines Kontos wünschte.

Aus diesem Grund fordere ich die Rückerstattung der Einzahlungen vom 23.05.2025 und 24.05.2025. Ich bitte Casino Guru, diesen Fall zu prüfen und mich in diesem Beschwerdeverfahren zu unterstützen.

Vielen Dank für Ihre Hilfe und Unterstützung.

Thank you very much for your reply, Lesa. Can you please clarify if you are now able to log in to your account?

Have you recently discussed this issue with the casino? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Currently, I can no longer log in to the casino. I have sent several emails to the casino requesting a refund, but the casino has shown no reaction and is not responding.

Derzeit kann ich mich nicht mehr im Casino einloggen. Ich habe mehrfach emails an das Casino geschickt mit der Bitte um refund aber das Casino zeigt keinerlei Reaktion und antwortet auch nicht

Can you please forward me the self-exclusion request as an email attachment (not a screenshot)?

I have just forwarded the email to you.

Ich habe Ihnen soeben die E-Mail weitergeleitet.

Thank you very much, Lesa, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) 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 Lesa, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Casino Extra to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

I have a gambling addiction and explicitly stated in an email to Casino Extra that I wanted permanent self-exclusion. My account was subsequently closed but apparently reopened at some point. I then had the opportunity to gamble away a total of €250/€300. I then wrote to the casino requesting a refund. I received an email back saying they were looking into the incident and would resolve the issue, but so far I haven't received a response. I've written several times and received no response, and I haven't received my money back either.

ich bin spielsüchtig und hatte damals explizit in einer Email an Casino Extra erkl?rt das ich einen permanenten Selbstausschluss m?chte. Danach wurde mein Konto geschlossen aber anscheinend irgendwann wieder ge?ffnet. Ich habe dort dann wieder die M?glichkeit gehabt Geld zu verspielen insgesamt 250€/300€. Darauf hin habe ich dem Casino geschrieben mit der Bitte um Rückzahlung, ich habe eine Email zurück erhalten das sie sich um den Vorfall kümmern und dies kl?ren aber bis jetzt habe ich keine Rückmeldung erhalten. Ich habe mehrfach geschrieben und erhalte keine Stellungnahme und das Geld habe ich auch nicht zurück bekommen.

Hello Matej,

Thank you for your messages.

Following the internal investigation, I can confirm that an email has been sent directly to the player with all the details regarding this case.

Although we did not find any trace of the alleged self-exclusion request dated 31st May 2023 in our system, we have nevertheless decided to proceed with the refund of the deposits made on 23rd and 24th May 2025, as a gesture of goodwill and with full consideration of the circumstances described.

The refund of €250 is being processed via bank transfer and will be completed on Friday, 13th June 2025.

The funds should reach the player’s bank account by early next week at the latest.

Please let me know if you require any additional information.

Best regards,

Julien

I asked the casino again to check whether the deposits were €250 or €300 and asked them to transfer the full amount of the deposits back to me.

As soon as I receive the refund I will contact you again so that the case can be closed.

Ich habe das Casino nochmals aufgefordert zu überprüfen ob es sich bei den Einzahlungen um 250€ oder 300€ gehandelt hat und gebeten mir den vollen Betrag der get?tigten Einzahlungen zurück zu überweisen.

sobald Ich die Rückerstattung erhalten habe melde ich mich nochmal damit der Fall geschlossen werden kann.

Thank you for the quick reply, Julien, much appreciated!

The player has provided us with the e-mail message sent by the casino regarding a 1 month self-exclusion, and her subsequent reply asking for permanent self exclusion due to the gambling addiction. I can forward it to you if needed for internal purposes. Could you please confirm the account has been permanently closed, marked as "gambling addict never reopen" or somethig similar, and that any and all marketing communication will cease?

Dear Lesa, please let us know once you receive the refund, so we can close the complaint as resolved. :)

Dear Julien, thank you for a lightning fast reply, and the confirmation! :)

We'll wait for Lesa to confirm receiving the refund and the complaint will be closed as resolved.

Dear Lesa,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
www.kpvfaw.com