Casino Intense - Учетная запись игрока осталась активной после запроса на самоисключение.

Account not closed after self-exclusion request due to gambling addiction

Complaint details:

I am submitting this complaint regarding a responsible gambling issue.

In 2023 I contacted the casino by email and clearly requested permanent account closure and self-exclusion due to gambling addiction. In that communication I explicitly explained that I had a gambling problem and asked that my account be permanently blocked so that I could no longer access the platform.

Despite this request, my account remained active and I was still able to log in and make deposits on multiple occasions.

These deposits were processed through payment methods such as Skrill and PaysafeCard.

Later I contacted the casino again requesting account closure. However, the account continued to remain active for a significant period and deposits continued to be accepted.

Only recently, after repeated complaints, the casino finally blocked my account.

Once a player requests self-exclusion due to gambling addiction, the operator should immediately block the account and prevent further deposits.

I am requesting a fair review of this case and an amicable resolution regarding the deposits made after my self-exclusion request.

I can provide email communications, transaction records and additional documentation if required.

Important notice:

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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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any responses from the casino to your self-exclusion requests?
• Which channels of communication did you use to request self-exclusion from this casino?
• Please forward me the original emails you sent to the casino requesting the closure of your account, along with the casino's responses at [email protected].
• When was your account finally closed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for reviewing my complaint and for your assistance.

Please find below the answers to your questions:

Yes, I contacted the casino requesting self-exclusion due to gambling addiction. I clearly informed them about my gambling problem and asked for my account to be closed.

I requested the self-exclusion through email communication with the casino’s support team, as this was the method indicated on their website for account closure requests.

I have forwarded the original emails where I requested my account to be permanently closed, together with the responses I received from the casino.

My account was eventually permanently blocked after I raised the issue again with the casino. However, before the account was finally blocked, I was still able to access the account and continue depositing funds.

Please let me know if you require any further information or documentation.

Thank you again for your help in reviewing this matter.

Kind regards

Dear Attila and CasinoGuru,

Thank you for the opportunity to clarify this matter.

Following our internal review, we can confirm the following:

We fulfilled the player’s requests to close the account every time a closure was requested without a simultaneous bonus request.

All previous closure requests were handled as standard account closures. At no point did the player mention gambling addiction or request self-exclusion in those instances. It was only in the most recent communication that the player mentioned addiction, and we immediately processed the closure accordingly. If the player is claiming they mentioned addiction previously, they may be confusing us with another operator.

Most recently, after requesting a closure, the player specifically asked for a bonus. Since the player requested, received, and played through this bonus, the previous closure request was automatically voided by their continued activity. This was a standard, non-addiction-related request.

The account is currently closed and will remain closed moving forward.

We have acted in good faith based on the player's direct requests and actions. We remain available should you require any further information.

Kind regards,

Casino Intense

Dear Veronika,

Thank you for reviewing this case.

I would like to clarify several important points regarding the casino’s response.

In 2023 I sent an email requesting to "autoexpel myself" from the casino. My intention was clearly to stop gambling and close my account. Despite this request, my account remained active.

Between 2023 and 2025 I repeatedly asked the support team via live chat to close my account. Unfortunately, the account was never permanently closed and I was still able to access it and make deposits.

In 2025 I sent another email where I clearly stated that I wanted my account closed due to gambling addiction. Only after my most recent formal complaint was the account finally closed.

Because my requests were not properly enforced, I was able to continue depositing and gambling during this period.

I have provided the relevant emails and evidence to support these statements.

Kind regards

Alex R

Dear Casino Intense Representative,

Thank you for getting in touch with us and for providing additional information regarding the player’s case. We will contact you again once we collect further information from the player.

Dear roblesssssssssss,

Have you received any response from the casino to your self-exclusion request sent on 24 May 2025? If so, please forward it to me at [email protected].

Additionally, could you please clarify the following:

• Did you send any follow-up self-exclusion requests after 24 May 2025? If yes, please specify the exact dates.
• When exactly was your account finally self-excluded?

Thank you in advance for your cooperation.

Dear Veronika,

Thank you for your message.

Please find the clarification below:

• I did not receive any response from the casino regarding my self-exclusion request sent on 24 May 2025.

• After 24 May 2025, I contacted the casino’s live chat support several times requesting that my account be permanently closed. These requests were made through the chat support rather than by email.

• My account was finally closed on 14 February 2026.

Please let me know if you require any further information.

Kind regards,

Alex R.

Do you have any screenshots or chat transcripts showing that you requested self-exclusion via live chat after May 24, 2025?

Please note that we require clear evidence demonstrating that you attempted to contact the casino multiple times and through different communication channels, especially if your email requests were not answered.

Dear Veronika,

Thank you for your message.

Unfortunately, I do not have screenshots or transcripts of my live chat conversations with the casino.

However, after my self-exclusion request on 24 May 2025, I contacted the casino’s live chat support multiple times requesting the permanent closure of my account, as I did not receive any response to my email.

As these conversations were conducted through the casino’s live chat system, I believe the casino should have records of these interactions.

Despite my repeated requests, my account remained active and I was still able to deposit and continue gambling until it was finally closed on 14 February 2026.

I have already provided all available email communications and deposit history to support my case.

Please let me know if you require any further information.

Kind regards,

Alex R*****

Hello roblesssssssssss,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Perfect, no problem!

Please confirm that you have received all the emails I sent to the email address you provided. Thank you!

All the best!

Perfecto, sin problema!

confírmame que todos los correos que te he enviado al correo que me proporcionaste, te han llegado, gracias!

Un saludo!

Dear roblesssssssssss,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. In the meantime, if there have been any updates since your last message, please feel free to share them here in the thread or via email at [email protected]. You can also forward any relevant communication directly to me.

Thank you for your understanding.

Good morning, okay, if you need any information I'll send it to you by email, since I can't attach files here.

buenos días, de acuerdo, si necesitas cualquier información te la mando por correo, ya que por aquí no me deja adjuntar archivos

Hi roblesssssssssss,

Thank you for providing the timeline and the supporting emails.

Based on the information:

• 2023 – you requested self-exclusion, but no reason (such as gambling problems) was mentioned
• 24.05.2025 – you clearly informed the casino about your gambling problem (GP) and requested account closure
• 14.02.2026 – your account was finally closed

From our perspective, the most important point is the message from 24.05.2025, where you explicitly mentioned gambling addiction. This is the moment when the casino should have recognized the situation and acted accordingly.

To proceed further, we would kindly ask you to provide any supporting evidence of follow-up communication after 24.05.2025, such as:

• additional emails,
• reminders,
• live chat transcripts,

which would demonstrate that the casino was repeatedly informed about your situation.

At the same time, I would like to clarify that the message from 2023 contains only a request for self-exclusion without mentioning gambling problems. Unfortunately, this carries less weight from a responsible gambling perspective compared to explicit statements about addiction.

Lastly, could you please clarify:

• Based on which communication or event was your account finally closed in February 2026?

(for example, was it after a specific email, chat, or action from your side?)

This will help us better understand whether the closure was a direct result of your previous requests or a separate action.

Thank you.

Dear Petronela,

Thank you for your detailed review and clarification.

Regarding your request for additional evidence after 24 May 2025, unfortunately I do not have transcripts or screenshots of my live chat communications, as I no longer have access to those records.

However, after sending my email on 24 May 2025 where I clearly stated my gambling addiction and requested account closure, I contacted the casino’s live chat support multiple times requesting the permanent closure of my account, as I did not receive any response to my email.

Each time I was able to continue accessing my account and make deposits, which, according to the casino’s position, would effectively cancel any previous closure request. As a result, I repeatedly had to request the closure of my account again.

Regarding the closure of my account on 14 February 2026, this only occurred after I submitted a formal complaint and insisted once again on the permanent closure of my account. Prior to that, despite my earlier requests, the account remained fully active and I was able to continue depositing and gambling.

At no point during this period was I informed that my account had been successfully closed or restricted.

I hope this helps clarify the situation, and please let me know if any further information is required.

Kind regards,

Alex R*****

Hi roblesssssssssss,

Thank you for your reply and for the additional clarification.

I understand your explanation; however, from our side, the current level of supporting evidence is unfortunately very limited. At this stage, we only have one email from 24.05.2025 where you mentioned your gambling problem and requested account closure. We do not have any confirmation or acknowledgment from the casino that this request was received or processed, and there are no follow-up messages or records demonstrating that you repeatedly contacted the casino afterwards.

While we do not question your statements, in order to proceed with the case and present it effectively to the casino, we need more substantial and verifiable evidence. Without it, the claim remains quite weak from an objective standpoint.

Therefore, I would kindly urge you to check once again whether you can provide any additional supporting materials, such as:

• copies of follow-up emails,
• any automated replies from the casino,
• screenshots,
• or any other records that could help demonstrate ongoing attempts to close the account.

Thank you.

I'm trying to find more things

Estoy tratando de encontrar más cosas

Less than a month after the message on May 24th, "account closure due to gambling addiction," I received bonus offers.

menos de un mes después del mensaje del 24 de mayo, "cierre de cuenta por ludopatia" me mandaron ofertas de bonos

Hi roblesssssssssss,

Thank you for your message and for providing the additional screenshots.

I can see that you have shared two emails dated 27.07.2025 and 29.07.2025 where you requested the closure of your account and stated that you did not want to access it anymore.

However, I would like to clarify one important point. In these emails, while you requested account closure, there is no explicit mention of a gambling problem or request for self-exclusion due to gambling concerns. This distinction is very important, as casinos are typically required to take immediate action specifically in cases where gambling-related issues are clearly stated.

You also provided live chat screenshots, but unfortunately, these do not contain visible dates, which makes it difficult for us to establish a clear timeline.

At this stage, while your request for closure is evident, we still lack:

• confirmation that the casino received and acknowledged your requests,
• and clear evidence that the request was linked to gambling concerns (if applicable).

Therefore, I would kindly ask you one last time to check whether you can provide:

• any replies or automated responses from the casino,
• any communication where you may have mentioned gambling problems,
• or any additional time-stamped messages that could help establish a clearer timeline.

Please note that if we are unable to obtain further supporting evidence, we will unfortunately have to close this complaint as rejected, as we would not have sufficient grounds to proceed.

Thank you for your understanding and cooperation.

The casino did not respond to any of the emails because they believe that if a deposit is made after requesting account closure for any reason (in my case, account closure due to gambling addiction), they believe that if a deposit is made after requesting closure, the closure is cancelled, and they do not respond to emails.

el casino no contestó a ninguno de los correos porque para ellos entienden que si se realiza un depósito después de pedir la el cierre de la cuenta por cualquier tipo de cosa, en mi caso fue cierre de la cuenta por ludopatia, ellos entienden que si se hace un depósito después de pedir el cierre, el cierre se anula, y ellos no contestan a correos.

Regarding the chat conversation, there's a gap of about 5 days between it and the email. The chat conversation is from February 2026; my account was closed on the 14th, and I sent the email on the 10th. The chat conversation falls within that timeframe, and although the date isn't shown in the chat, it's quite clear that I expressed the problem I was having with that casino. They ignored me and didn't take the necessary measures. As a player with a gambling problem, they let me continue depositing and losing more and more money. What would have happened if, because of the casino, I had taken my own life? The problem was mine, but they, as the casino, weren't looking after a player with a problem. What would have happened?

I have sent sufficient evidence, emails, conversations, evidence that indicates that the rights of a player with gambling problems have been violated and a tragedy could have happened to me, problems that I have been dealing with since the day I requested the closure of my account due to gambling addiction on 24/05/2025, which was not fulfilled until the date of the account closure which is 9 months, and I am still paying for those months to this day.

The evidence is there, and it's clear that the casino's job wasn't done!

respecto a la conversación del chat tiene un intervalo de unos 5 días al del correo, la conversación del chat es de febrero 2026 la cuenta se me cerró el día 14, el correo lo mandé el día 10, pues en ese intervalo de días es la conversación del chat, y aunque no salga la fecha en el chat, la conversación es más que evidente de que yo he manifestado el problema que yo tengo y estaba teniendo con ese casino en la cual ellos, no hicieron caso y no tomaron las medidas que había que tomar y a mí como jugador con un problema de juego, me dejaron que siguiera depositando y perdiendo más y más dinero, que hubiera pasado si por la culpa del casino, me hubiese quitado la vida? El problema era mío, pero ellos como casino no estaban cuidando a un jugador con un problema, que hubiera pasado?

He mandado pruebas suficientes, correos, conversaciones, pruebas que indican que los derechos de un jugador con problemas de ludopatia, han sido vulnerados y ha podido pasar una desgracia para mí persona, problemas que acarreo desde el día que solicité el cierre por ludopatia el día 24/05/2025, que no se cumplió hasta la fecha del cierre de la cuenta que son 9 meses, esos meses ha día de hoy los estoy pagando.

Las pruebas están ahí y es evidente que la labor del casino no se cumplió!

Hi roblesssssssssss,

Thank you for the additional screenshots — they are very helpful.

Based on all the evidence, I have updated the timeline as follows:

• 17.01.2023 – You sent an email stating "Quiero autoexpulsarme" (request for self-exclusion), without explicitly mentioning gambling addiction
• 24.05.2025 – You clearly requested account closure due to gambling addiction
• After 24.05.2025 – 14.02.2026 – Your account remained active and you were able to deposit and play
• 27.07.2025 & 29.07.2025 – Additional closure requests (without explicit mention of gambling addiction)
• 10.02.2026 – You submitted another formal complaint regarding the account not being closed
• 14.02.2026 – Your account was finally closed

Could you please confirm that this timeline is correct?

Additionally, please clarify:

• the approximate total amount you deposited/lost after 24.05.2025, and
• if possible, a breakdown of deposits made after this date (dates + amounts), even if approximate.

This information will be crucial for our assessment.

Thank you in advance.

Good morning, I said I sent an email with a PDF containing everything, but you haven't received it. The timeline is like this, with chat conversations that unfortunately I don't have.

The deposits have to be around 4k or 5k, I have the screenshots but I haven't counted it

Buenos días, dije que envié un correo con PDF con todo, pero no os llega, así es la cronología es así con conversaciones de chat que por desgracia no tengo,

Los depósitos tiene que estar entorno a los 4k o 5k, tengo la capturas pero no lo he contado

Dear roblesssssssssss,

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 ([email protected]). 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.

Thank you so much for everything!!!

Muchísimas gracias por todo!!!

Hello roblesssssssssss, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Casino Intense to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

It would be great if someone from Casino Intense could get involved and talk so we can reach an agreement. I've provided all the information I have so far, and I'd be happy if they could provide more. I know what the casino is referring to, and I'm prepared to respond. Best regards and thank you very much!

Por mi estupendo que alguien de casino intense entre y hable y se pueda llegar a un acuerdo, yo facilité hasta el momento todo lo que tengo guardado y encantado de que ellos puedan proporcionar más, yo sé a lo que el casino va hacer referencia y así estoy preparado para afrontar la réplica del casino, un saludo y muchas gracias!

Dear roblesssssssssss, I would not hold my breath regarding the casino response. They have blocked our communication channels, have no license and safety index of 2,1, which is in the "very bad", borderline fraudulent territory. I will still leave the timer on and send another message to the support team, but I don't think they will react.

It's practically a fraud; they don't care about the people at all.

Prácticamente un fraude, no los preocupa nada la gente