Casino Charles - Jogador busca reembolso devido à violação de política.

I am writing to formally raise a complaint regarding a serious breach of your responsible gaming policy and request and I requested immediate refund of the amount £522.

As shown in the attached correspondence, I had previously self-excluded myself from gambling activity across all casinos operating under Famagousta B.V license, including through Nalucasino (email dated January 29, 2025). This self-exclusion was acknowledged by Nalu team and confirmed to be permanent, with the understanding that it would apply to all accounts under the same license due to responsible gaming measures such as Casino Charles

Despite this, I was able to deposit and gamble on one of Nalu Casino sister site, Casino Charles, without restriction. This is a direct violation of stated policies, as reflected in the message I received via your support (screenshot showing: "all accounts under the same license shall be closed if the reason is due to responsible gaming").

This failure to uphold the exclusion agreement led to further gambling losses totaling £522, which should have been prevented had your system functioned correctly and responsibly.

I have made previous attempts to resolve this issue, including contacting support (see attached emails and screenshots), but I have been denied a refund on the basis of standard terms and conditions. I must strongly emphasize that this is not a standard refund request — it concerns a breach of regulatory obligation and responsible gambling practices.

As such, I am formally requesting a full refund of £522.

Kind regards,

[name hidden by Casino Guru]

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you're facing. To better understand your situation and assess how we might be able to help, please allow me to ask you a few clarifying questions:

• Could you please forward the account closure request you sent to Nalu Casino in January of this year to my email address: veronika.f@casino.guru?
• Have you directly informed Casino Charles of your gambling addiction and requested to be self-excluded?
• Can you confirm whether you used the same personal information when registering at Casino Charles as you did at Nalu Casino?

• Have you completed the full KYC (Know Your Customer) verification process at either Nalu Casino or Casino Charles?
• Lastly, have you submitted a comprehensive self-exclusion request covering all casinos licensed by the Kahnawake Gaming Commission?

Your answers will help us better evaluate the situation and determine the appropriate next steps.

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Nalu casino was aware of my suicidal thoughts and addiction so they self excluded me all across their sister casinos

but Casino charles

took all my rent money and left me in street

i registered with sme information

same email

done kyc everything

they acknowledged that I was self excluded yet they still took my deposits

they breached self exclusion

they should refund all my deposits

that is the law in UK

Thank you for your email. Could you please forward me any additional communication you had with Casino Charles as well?

Dear abdelilaharhmir,

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.

hell, again

see below the casino response

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 abdelilaharhmir, 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. While waiting for the casino to reply, could you please let me know if at the time of self-excluding yourself at Nalucasino, you already had an active account at Casino Charles?

I’d like to invite a representative of Casino Charles to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue 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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

Dear abdelilaharhmir,

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

As a next step, I do recommend you contact the Kahnawake Gaming Authority and submit a complaint with them. To do this, please go to the https://gamingcommission.ca/interactive-gaming/complaints/ and submit the complaint via online form, or alternatively send them an e-mail directly at complaints@gamingcommission.ca. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a friend or a family member to set the password in your stead.

I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej