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On August 28, 2025, after having lost many thousands of euros on this casino, I asked for the closure of my account due to serious gambling problems, which they took care of the same day (Zendesk 34147485)

In response to their proposal for a temporary suspension from the game, I reiterated my firm desire to permanently close the account linked to my email address. m.lattanzio@sviluppohoreca.it .

Finally on 01/09/2025 I was informed that my account had been closed.

In the meantime, I began a psychological process to free myself from this gambling tragedy that was ruining my life, but starting in April, I began receiving promotional emails from the casino inviting me to play.

I wrote then on April 6, 2026

(Zendesk 47804997)

pointing out that these emails sent to a compulsive gambler who requested the closure of his account are not in line with their stated commitment to supporting sufferers like me.

They replied to me on April 7, 2026, reiterating their commitment to fighting compulsive gambling. However, I continued to receive promotional emails with direct access to the site. In a moment of weakness, I tried to access my old account with the same credentials, thinking that it was impossible to access since it should have been closed. Incredibly, my account was normally accessible with the old credentials, and so, unfortunately, I had a relapse that lasted about a week, during which I gambled and lost again, nullifying the psychological work of several months.

My total loss is 550 euros.

I therefore ask the following things:

1) Immediate refund of the lost and documented sum of 550 euros

2) Only after having resolved point 1 I request the immediate and irreversible closure of the account

This is because my compulsive gambling profile at the well-known casino was not protected in any way, despite their reassurances, by continuously sending promotional messages and reopening my old account without ever having asked or communicated to me.

Nor did it come from me.

I hope this matter can be resolved quickly and civilly.

I'm asking Casino Guru to help me raise awareness about the casino because, despite having written directly to their support team several times, I haven't received a response yet. Thanks for your help.

Il 28 Agosto 2025 dopo aver perso molte migliaia di euro su questo casinò , ho chiesto la chiusura del mio account per gravi problemi di ludopatia ,da loro presa in carico il giorno stesso (Zendesk 34147485)

Alla loro proposta di sospensione temporanea dal gioco ho nuovamente ribadito la mia ferma volontà di chiudere definitivamente l’account collegato alla mia mail m.lattanzio@sviluppohoreca.it.

Finalmente il 01/09/2025 mi è stata comunicata la chiusura dell’account .

Nel frattempo ho iniziato un percorso psicologico per liberarmi da questa tragedia del gioco d’azzardo che mi stava rovinando la vita ma, a partire da aprile ho cominciato a ricevere dal casinò mail promozionali che m’invitavano a giocare.

Ho scritto quindi il 6 aprile 2026 

(Zendesk  47804997 )

facendo presente che queste mail inviate ad un ludopatico che ha chiesto la chiusura dell’account non sono in linea con il loro impegno dichiarato nel sostenere i malati come me.

Mi hanno risposto il 07 aprile 2026 ribadendo il loro impegno nel combattere il gioco d’azzardo compulsivo ma ciononostante ho continuato a ricevere mail promozionali con accesso diretto al sito finché in un momento di debolezza ho provato ad accedere al mio vecchio account con le stesse credenziali pensando che fosse impossibile l’accesso poiché avrebbe dovuto essere chiuso : incredibilmente il mio account era normalmente accessibile con le vecchie credenziali e quindi, purtroppo, ho avuto una ricaduta di circa una settimana durante la quale ho giocato e perso nuovamente vanificando il lavoro psicologico di diversi mesi.

La mia perdita e’ di totali euro 550.

Chiedo dunque le seguenti cose:

1)Restituzione immediata della somma di euro 550 persa e documentabile 

2)Solo dopo aver risolto il punto 1 chiedo l’ immediata ed irreversibile chiusura dell’account

Ciò perché il mio profilo di giocatore compulsivo patologico al casinò perfettamente noto non è stato in nessun modo tutelato nonostante le loro rassicurazioni, inviando messaggi promozionali continui e riaprendo il mio vecchio account senza avermelo mai chiesto né comunicato.

Ne tantomeno chiesto da me.

Mi auguro si possa risolvere la faccenda in modo veloce e civile

Cgiedo a Casinò Guru di aiutarmi a sensibilizzare il Casinò poiché pur avendo scritto direttamente al loro supporto più volte, non ho ottenuto ancora risposte. Grazie per l’aiuto

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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 Marcotanz,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are facing with your account at the casino. Your situation is concerning, and I would like to gather more information in order to assist you better. Please consider the following questions:

• Are you still able to login to the account?
• Could you forward me the initial account closure request you send to thte casino?
• Was there any confirmation email or communication from the casino regarding the final closure of your account?
• Was there any option to self-exclude from the promotions during the process?

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,

Petra

Good morning Petra,

At this time my account is not accessible because, I repeat: "it is under review"

I have everything you asked for, should I post it here or do I need to send it to a specific email address?

Thanks for your help

Buongiorno Petra,

In questo momento il mio account non è accessibile perché , ripeto testualmente: "è in fase di revisione"

Ho tutto quello che mi chiedi, lo inserisco qui o devo mandarlo a qualche mail specifica?

Grazie per l’aiuto

Thank you for your reply, Marcotanz.

You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Petra,

This morning I received an email from Casino support with a €500 refund offer. I accepted the offer and submitted the required information for the bank transfer. As soon as this is completed, I will report my issue with the casino as resolved.

Thank you so much for your support. I appreciate it.

Cara Petra,

stamattina ho ricevuto una mail dal supporto del Casinò con una proposta di rimborso di 500€. Ho accettato la proposta ed inviati i dati richiesti per l’accredito del bonifico. Non appena ciò sarà avvenuto, segnalerò come risolto il mio problema con il casinò.

Grazie infinite per il sostegno. Te ne sono grato

Hi Petra,

The casino promptly processed the proposed refund. As anticipated, I'm marking the case as resolved.

Thanks for your help.

Ciao Petra,

il casinò ha proceduto puntualmente con il rimborso proposto. Come anticipato segno come risolto il caso.

grazie per l’aiuto.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Marcotanz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra