CryptoCasino.com - A conta do jogador foi reaberta indevidamente.

I am filing this complaint because CryptoCasino violated responsible gaming rules regarding permanent self-exclusion.

I requested the permanent blocking of my account on November 21, 2025, and I requested it again on November 25, 2025, clearly stating that I wanted a permanent block with no possibility of unblocking.

On November 25, 2025, CryptoCasino support confirmed in writing that the account had been successfully closed, as per my request.

Subsequently, during the month of December, the account was reopened by the casino after a request, even though it was a confirmed permanent self-exclusion.

Allowing the reopening of an account closed by permanent self-exclusion contradicts the basic principles of responsible gambling, as such exclusions should not be reversed, or at the very least should require strict controls and cooling-off periods, which were not applied.

After the reopening, I was able to play again and suffered financial losses, the exact amount of which I cannot determine, but which are recorded in the account history.

I request the return of the losses suffered after the improper reopening of the account, as well as the acknowledgment of the breach by the casino.

Attached are emails that prove the request for permanent self-exclusion and the confirmation of the closure by CryptoCasino.

Presento esta reclamación porque CryptoCasino incumplió las normas de juego responsable en relación con una autoexclusión permanente.

Solicité el bloqueo permanente de mi cuenta el 21 de noviembre de 2025, y volví a solicitarlo el 25 de noviembre de 2025, indicando claramente que deseaba un bloqueo para siempre y sin posibilidad de desbloqueo.

El 25 de noviembre de 2025, el soporte de CryptoCasino confirmó por escrito que la cuenta había sido cerrada con éxito, conforme a mi solicitud.

Posteriormente, durante el mes de diciembre, la cuenta fue reabierta por el casino tras una solicitud, a pesar de que se trataba de una autoexclusión permanente ya confirmada.

Permitir la reapertura de una cuenta cerrada por autoexclusión permanente contradice los principios básicos de juego responsable, ya que dichas exclusiones no deberían revertirse, o como mínimo deberían requerir estrictos controles y periodos de enfriamiento, los cuales no se aplicaron.

Tras la reapertura, pude volver a jugar y sufrí pérdidas económicas, cuyo importe exacto no puedo determinar, pero que constan en el historial de la cuenta.

Solicito la devolución de las pérdidas sufridas tras la reapertura indebida de la cuenta, así como el reconocimiento del incumplimiento por parte del casino.

Adjunto correos electrónicos que prueban la solicitud de autoexclusión permanente y la confirmación del cierre por parte de CryptoCasino.

Important notice:

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.

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 Alejandr8888,

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

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

• Closing an account is simple and has almost no long-term impact. The player can reopen the account at any time, and the casino has no obligations toward the player.
• Self-exclusion, however, is more serious. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under very specific circumstances (after the cooling-off period, and not for players with a gambling problem).

According to the Responsible Gambling policy:

"If you are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist you in avoiding anything that may harm you. ‘Self-Exclusion’ means that you voluntarily exclude yourself from all gambling services. This exclusion cannot be undone for a set period of time. If you wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from you."

Please keep in mind that self-exclusion is permanent for the selected period and cannot be undone for your protection.

To help us understand your situation better, could you please clarify:

• Did you clearly inform the casino about your gambling problem?
• Did you explicitly state that you wanted a permanent self-exclusion after the temporary cooling-off period expired?
• Did you receive any notifications or warnings from CryptoCasino during the period when your account was reopened?

Thank you very much in advance for your reply.

Best regards,

Petra