Crowngreen Casino - O pedido de autoexclusão do jogador foi ignorado.

Ι would like to file a complaint regarding the failure of the casino to honor my self-exclusion/account closure request.

I previously contacted the casino and explicitly informed them that I have a gambling addiction. I requested that my account be permanently closed/self-excluded for this reason.

Despite my request, my account remained active and I was still able to deposit money and gamble.

I have now found and saved the original messages proving that I had contacted the casino and requested account closure due to gambling addiction.

After my self-exclusion request, I was still able to make further deposits.

I believe the casino should not have allowed me to continue depositing and gambling after I had explicitly requested self-exclusion due to gambling addiction.

I am therefore asking Casino Guru to investigate whether the casino failed to properly implement my self-exclusion request and whether I am entitled to a refund of the deposits made after that request.

I can provide screenshots and evidence of my original self-exclusion request, the casino's responses, my account activity, and the subsequent transactions.

I would appreciate your assistance in resolving this matter with the casino.

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Dear Helenmua,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Helenmua,

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.

Dear Veronika,

Thank you for your message.

Of course. I have already forwarded you the previous account closure/self-exclusion requests I sent to CrownGreen, together with their responses.

I would like you to review the correspondence carefully, as I had informed the casino that I was experiencing gambling addiction and requested that my account be closed. Despite this, my account remained active and I was subsequently able to make further deposits and gamble.

I have send to your mail the relevant screenshots and correspondence to the email address you provided.

Thank you for looking into my case.

Thank you for your emails.

• Could you please confirm whether you first contacted the casino via email with your self-exclusion request on 15 August?
• Did you provide the documents requested by the casino for the verification of your account? While the casino was waiting for you to submit the verification documents, did they freeze or otherwise restrict your account, or were you able to continue depositing and playing normally?
• Is your account still open, or has it been closed in the meantime? If it has been closed, please specify the date of closure.

Thank you for your cooperation.

Dear Helenmua,

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.

Dear Veronika,

Thank you for getting back to me. I would like to provide you with some additional details regarding my case.

My account with CrownGreen has still not been closed. It is currently active, and I am still able to access and use the account, including making deposits and gambling.

On 14 August 2026, for the first time, I explicitly requested that my account be closed. I also clearly informed the casino that I have a gambling addiction/problem with gambling and that I wanted my account closed for this reason.

Instead of immediately closing my account or applying self-exclusion, the casino tried to keep me as a customer and offered me alternative solutions. During this period, my account remained fully active and I was still able to make deposits and gamble.

I contacted them several times afterwards and repeatedly insisted that I wanted my account permanently closed. Despite my repeated requests, they did not close the account.

Eventually, they told me that in order to close my account, I first had to provide a number of documents, including:

a copy of my ID/passport,

proof of my residential address,

a screenshot of my last deposit,

and a Source of Wealth/tax-related document.

They told me that my account first had to be verified and that only after the verification process could they proceed with closing it.

I do not understand why I would need to complete a full verification and provide a Source of Wealth document in order to have my gambling account closed, especially after I had explicitly informed them that I have a gambling problem and requested self-exclusion.

I did not provide these documents because my priority was simply to stop gambling and have the account closed.

What concerns me most is that even now, despite my repeated requests and despite informing them about my gambling addiction, the account remains active and I can still use it.

I have screenshots and correspondence documenting all of this, including my original request, the casino's responses, and their subsequent requests for documents. I am happy to forward all of this to you for review.

I would appreciate it if you could specifically assess whether my original request should be considered a self-exclusion request rather than merely a standard account closure request, and whether the casino should have restricted my account from further deposits and gambling after I informed them about my gambling addiction.

Dear Helenmua

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Helenmua, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of Crowngreen Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.