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On March 26, 2025, I informed the casino that I wanted to close my account immediately due to gambling addiction. On March 27, 2025, I received an email stating that all my winnings would be lost. I confirmed this and requested closure. Afterward, despite repeated inquiries – both by email and via chat – my account was not closed.

On April 8, 2025, I lost another €2,100 in a gambling frenzy – I would like my money back immediately. At least since March 26, 2025, in the chat, the casino was well aware that I was suffering from a gambling addiction!

Habe am 26.03.2025 dem Casino mitgeteilt, dass ich aufgrund Spielsucht mein Konto umgehend schließen möchte. Am 27.03.2025 kam dann die Mail, dass damit alle meine Gewinne verloren gingen, was ich bejahte und um Schließung bat. Danach wurde trotz mehrmaligen Nachfragens mein Konto nicht geschlossen - sowohl per Mail als auch per Chat nicht.

Am 08.04.2025 habe ich dann erneut im Spielrausch 2100€ verzockt - diese hätte ich gerne umgehend wieder retour. Spätestens seit 26.03.2025 im Chat, war es dem Casino durchaus bewusst, dass ich unter Spielsucht leide!

Dear jmayerhofer,

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, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you be so kind as to 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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I just got a call saying I've been awarded a €300 bonus and will also receive deposit bonuses. This isn't what player protection looks like. Please refund my money.

I sent emails.

Bekam gerade einen Anruf, dass mir 300€ Bonus zugesprochen wurde und ich noch Einzahlungsboni dazu bekommen. So sieht Spielerschutz nicht aus. Bitte um Refundierung meines Geldes.

Mails habe ich geschickt.

Thank you for your email.

Unfortunately, we are able to request a refund of lost deposits only in cases where the player explicitly states that gambling addiction was the reason for requesting account closure. Based on the screenshots you provided, it appears that gambling addiction was not mentioned.

Could you please clarify whether your account is still open at this moment?

Gambling addiction was mentioned in the chat (which I don't have a history of), and I was told to simply write to support and ask them to close my account. Gambling addiction was definitely mentioned.

Still not ruled out.

Die Spielsucht wurde im Chat erwähnt (wovon ich keinen Verlauf bekomme) und darauf wurde ich hingewiesen, dass ich einfach dem Support schreiben soll, mein Konto zu schließen. Die Spielsucht wurde definitiv erwähnt.

Noch immer nicht ausgeschlossen.

Unfortunately, without any supporting evidence, we cannot continue with the investigation of your case. We can only assist you with the proper self-exclusion request.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please fill out the template, send it to the casino's email support@supabet.com and add my email address veronika.f@casino.guru to the CC.

Dear jmayerhofer,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.