The Originals Casino - O encerramento da conta do jogador resulta em atrasos nos saques.

Dear Casino Guru Team,

I am opening this complaint regarding TheOriginals.io because my initial attempt to resolve this was rejected due to a misunderstanding of the timeline. I want to clarify that the casino’s technical negligence blocked my ability to stop my gambling session both before AND after my registration.

I am a diagnosed gambling addict currently undergoing professional therapy. The casino completely failed its duty of care and player protection by advertising a non-functional email address on their live platform for weeks.

The Timeline:

1. Pre-Registration Attempt (April 20th): In a moment of strength, I tried to preemptively self-exclude before opening an account. I sent an email declaring my addiction to the exact address officially listed in their website footer and Terms and Conditions (Section 17.4) at that time: supports@theoriginals.io.

2. The Technical Error: Because of a typo on their end (the extra "s"), this official email address was completely dead. My request was never delivered, and I received no warning.

3. Post-Registration Attempts (June 12th): During a severe compulsive relapse, I was able to register an account. Crucially, immediately after registering and during my active gameplay, I tried to contact the casino via email multiple times to stop the session and freeze my account. 4. Ongoing Block: Because the casino had not fixed their website, I used the same faulty address (⁠supports@...⁠) that was still live on their homepage. As a result, none of my urgent post-registration emails went through either. I was completely cut off from reaching support while losing money.

The incorrect email address remained active on their platform until I finally confronted their live support chat about it. Only after I pointed out their error did they quietly correct the footer to the singular "support@".

The casino now refuses a refund of my €1,450 in deposits, claiming they have no record of my emails. They are using a system failure on their own website to avoid responsibility.

I have full screenshots of the faulty footer and T&Cs taken before they changed it, as well as the original emails from both April and June. Since their broken infrastructure actively blocked my post-registration attempts to stop my losses, I respectfully request Casino Guru to reopen this case and assist me in recovering my deposits.

Kind regards,

[Redacted]

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.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with The Originals 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?
• Have you tried reaching out to the casino through live chat or other official communication channels after your emails went unanswered?
• Could you please forward your self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.
• Could you please advise when was the last time you made a deposit in this casino?

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

Could you please confirm whether you still have access to your account?

No, the account is now blocked.

Have you tried contacting the casino via live chat or other official communication channels after your emails went unanswered?

Live chat was unavailable. Therefore, communication was only possible via email and Telegram. Telegram simply told me to send an email.

But the email address was entered incorrectly.

Could you please tell us when you last made a deposit at this casino?

June 12, 2026

Könnten Sie bitte bestätigen, ob Sie aktuell noch Zugriff auf Ihr Konto haben?

Nein das Konto ist jetzt gesperrt.

Haben Sie versucht, das Casino über den Live-Chat oder andere offizielle Kommunikationskanäle zu kontaktieren, nachdem Ihre E-Mails unbeantwortet blieben?

Der Live Chat war nicht verfügbar. Daher nur per Email und Telegram. Telegram meinte man nur, ich solle eine Email schreiben.

aber die Email war ja falsch angegeben.

Könnten Sie uns bitte mitteilen, wann Sie zuletzt eine Einzahlung in diesem Casino getätigt haben?

12.06.2026

Thank you for your response.

After reviewing all the available information, we unfortunately cannot assist you further, as we do not consider preventative self-exclusion a mandatory responsible gambling measure.

Regarding your request submitted after opening your account on June 12, 2026, you have confirmed that you no longer have access to your account, and that your last deposit took place on the same day. From our perspective, The Originals Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

For future reference, we strongly recommend always ensuring that you are using the correct official communication channels when submitting important requests, such as self-exclusion.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.