Chipstars Casino - O encerramento da conta do jogador não foi aplicado corretamente.

I am submitting a complaint regarding a serious responsible gambling issue.

On 22 March 2026, I requested permanent account closure / self-exclusion due to gambling addiction. This request was acknowledged and confirmed by the casino via email.

Despite this confirmation, I was still able to access my account and make a deposit on 27 March 2026.

This clearly indicates that my self-exclusion / account closure was not properly implemented, as I should not have been able to log in or deposit any funds after the confirmed closure date.

Only after I raised the issue again, my account was actually blocked.

I consider this a serious failure in responsible gambling measures and player protection.

I am therefore requesting:

A full refund of all deposits made after 22 March 2026

Confirmation of the exact date and time when the self-exclusion was actually enforced

A full account and transaction history covering the period from 22 March 2026 onwards

A clear explanation of how it was possible to deposit after confirmed self-exclusion

I have evidence to support my claim, including:

My original self-exclusion request

The casino’s written confirmation

Proof of deposit made after the closure date

I hope Casino Guru can assist in resolving this matter.

Thank you.

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Chipstars Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please forward your self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning,

I no longer have access to the account since I submitted the refund request.

I did not complete any verification. I was not asked for it, and I did not make any withdrawals.

I'll forward the email to you.

Guten Morgen,

ich habe keinen Zugriff mehr auf das Konto, seitdem ich den Antrag auf Rückerstattung gestellt habe.

Eine Verifizierung habe ich nicht gemacht. Es wurde nicht nach gefragt und ich habe auch keine Auszahlung getätigt.

Die Mail leite ich Ihnen weiter.

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

Dear andre047,

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,

Attila