Casino Lab - A conta do jogador permanece aberta apesar do pedido de encerramento.

Hello,

Although I sent a clear email to Casinolab requesting that my account be closed due to gambling addiction, my casino is still open and I deposited another €300 and, of course, lost it. This is completely unacceptable, and I find it extremely negligent on the part of the provider. I hope you can help me.

Hallo,

obwohl ich eine eindeutige Email an Casinolab geschrieben habe, das mein Konto wegen Spielsucht geschlossen werden soll, ist mein Casino immer noch geöffnet und ich habe weitere 300€ eingezahlt und natürlich verloren. Das geht überhaupt nicht und ich finde das sehr fahrlässig vom Anbieter. Ich hoffe ihr könnt mir weiterhelfen.

Dear Maja1977,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Lab.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account still accessible?
• Could you please share with me your self-exclusion attempts and any responses you received from the casino?
• Have you tried contacting support via live chat after your initial request wasn't processed?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

My player account is still accessible. Live chat refers me to my email address, despite mentioning gambling addiction. So, it's not closed immediately. Absolutely nothing happens. 😒

Hallo Tomas,

mein Spielerkonto ist immer noch erreichbar. Beim Livechat wird trotz Angabe von Spielsucht auf die Email verwiesen. Es wird also nicht direkt geschlossen. Es passiert rein gar nichts 😒

Thank you very much, Maja1977, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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.

Hello Maja1977,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casino Lab,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid official license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V

We’ve reopened this complaint at the request of Casino Lab. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Maja1977,

This is the email I have received from the casino:

"Dear all

Thank you for your patience.

We would kindly ask you to re open the case so we can resolve the issue and come to conclusion for the player claims .

We would like to clarify that indeed customer had send us email with closure on 22/04/25 but customer had been contacted back to confirm the account closure as , as per our terms and condtions active funds from account would be voided after closure is conducted , player did not reply us back and the account remain open .

Customer had contacted us again on 27/04/25 and account was permanently closed.

We hope this clarify the situation for you.

Best Regards

Casino Lab Team"

Can you confirm this statement?

Hello CasinoLab,

To be precise, I sent you 14 emails requesting that my account be closed due to gambling addiction. Even my repeated confirmation to close my account was ignored.

All emails are available.

Best regards

Hallo CasinoLab,

genau genommen habe ich euch 14 mal eine Email zukommen lassen mit der Bitte mein Konto wegen Spielsucht zu schließen. Auch die nochmalige Bestätigung mein Konto zu schließen wurde nicht berücksichtigt.

Alle Emails liegen vor.

Mit freundlichen Grüßen

Dear Casino Lab,

Do I understand correctly that you have not received the email from the 5th of April?

Dear all

Thank you for your patience.

Kindly be informed that we are investigating the player claims further , we would get back to you as soon as we have any news.

Best Regards

CasinoLab Team

Dear Casino Lab,

We will be waiting to hear from you.

Dear Maja1977,

We would kindly ask you to please share the screenshots of your first closure request where you mentioned difficulties over responsible gambling. Then we can help you further accordingly.  

Please make sure to share the screenshots visible of your closure request with your email address, the date you have sent and the email address you have sent to. Thank you!

We would also want to inform that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, please also share the reference number so we can check and help you accordingly.

We are waiting for your screenshot and the reference number. 

Best wishes,

Casino Lab team 

Dear Maja1977,

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,
Michal
Casino.Guru