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Account not closed after self-exclusion request due to gambling addiction

Complaint details:

I am submitting this complaint regarding a responsible gambling issue.

In 2023 I contacted the casino by email and clearly requested permanent account closure and self-exclusion due to gambling addiction. In that communication I explicitly explained that I had a gambling problem and asked that my account be permanently blocked so that I could no longer access the platform.

Despite this request, my account remained active and I was still able to log in and make deposits on multiple occasions.

These deposits were processed through payment methods such as Skrill and PaysafeCard.

Later I contacted the casino again requesting account closure. However, the account continued to remain active for a significant period and deposits continued to be accepted.

Only recently, after repeated complaints, the casino finally blocked my account.

Once a player requests self-exclusion due to gambling addiction, the operator should immediately block the account and prevent further deposits.

I am requesting a fair review of this case and an amicable resolution regarding the deposits made after my self-exclusion request.

I can provide email communications, transaction records and additional documentation if required.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any responses from the casino to your self-exclusion requests?
• Which channels of communication did you use to request self-exclusion from this casino?
• Please forward me the original emails you sent to the casino requesting the closure of your account, along with the casino's responses at veronika.f@casino.guru.
• When was your account finally closed?

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

Best regards

Veronika

Dear Veronika,

Thank you for reviewing my complaint and for your assistance.

Please find below the answers to your questions:

Yes, I contacted the casino requesting self-exclusion due to gambling addiction. I clearly informed them about my gambling problem and asked for my account to be closed.

I requested the self-exclusion through email communication with the casino’s support team, as this was the method indicated on their website for account closure requests.

I have forwarded the original emails where I requested my account to be permanently closed, together with the responses I received from the casino.

My account was eventually permanently blocked after I raised the issue again with the casino. However, before the account was finally blocked, I was still able to access the account and continue depositing funds.

Please let me know if you require any further information or documentation.

Thank you again for your help in reviewing this matter.

Kind regards

Dear Attila and CasinoGuru,

Thank you for the opportunity to clarify this matter.

Following our internal review, we can confirm the following:

We fulfilled the player’s requests to close the account every time a closure was requested without a simultaneous bonus request.

All previous closure requests were handled as standard account closures. At no point did the player mention gambling addiction or request self-exclusion in those instances. It was only in the most recent communication that the player mentioned addiction, and we immediately processed the closure accordingly. If the player is claiming they mentioned addiction previously, they may be confusing us with another operator.

Most recently, after requesting a closure, the player specifically asked for a bonus. Since the player requested, received, and played through this bonus, the previous closure request was automatically voided by their continued activity. This was a standard, non-addiction-related request.

The account is currently closed and will remain closed moving forward.

We have acted in good faith based on the player's direct requests and actions. We remain available should you require any further information.

Kind regards,

Casino Intense

Dear Veronika,

Thank you for reviewing this case.

I would like to clarify several important points regarding the casino’s response.

In 2023 I sent an email requesting to "autoexpel myself" from the casino. My intention was clearly to stop gambling and close my account. Despite this request, my account remained active.

Between 2023 and 2025 I repeatedly asked the support team via live chat to close my account. Unfortunately, the account was never permanently closed and I was still able to access it and make deposits.

In 2025 I sent another email where I clearly stated that I wanted my account closed due to gambling addiction. Only after my most recent formal complaint was the account finally closed.

Because my requests were not properly enforced, I was able to continue depositing and gambling during this period.

I have provided the relevant emails and evidence to support these statements.

Kind regards

Alex R

Dear Casino Intense Representative,

Thank you for getting in touch with us and for providing additional information regarding the player’s case. We will contact you again once we collect further information from the player.

Dear roblesssssssssss,

Have you received any response from the casino to your self-exclusion request sent on 24 May 2025? If so, please forward it to me at veronika.f@casino.guru.

Additionally, could you please clarify the following:

• Did you send any follow-up self-exclusion requests after 24 May 2025? If yes, please specify the exact dates.
• When exactly was your account finally self-excluded?

Thank you in advance for your cooperation.

Dear Veronika,

Thank you for your message.

Please find the clarification below:

• I did not receive any response from the casino regarding my self-exclusion request sent on 24 May 2025.

• After 24 May 2025, I contacted the casino’s live chat support several times requesting that my account be permanently closed. These requests were made through the chat support rather than by email.

• My account was finally closed on 14 February 2026.

Please let me know if you require any further information.

Kind regards,

Alex R.

Do you have any screenshots or chat transcripts showing that you requested self-exclusion via live chat after May 24, 2025?

Please note that we require clear evidence demonstrating that you attempted to contact the casino multiple times and through different communication channels, especially if your email requests were not answered.

Hello roblesssssssssss,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru