Casinolo Casino - Запрос игрока на закрытие аккаунта игнорируется.

Despite writing several emails, closing the account is permanently ignored, live chat does not work because I am blocked, deposit is always possible

Although I am banned from the entire universe because I am addicted and have family problems because of the game, opening an account was easy. I don't know how people can ignore people's rights like that. Where do we live?

Trotz mehrere Email anschreiben Account schließen dauerhaft wird ignoriert live Chat funktioniert nicht weil ich blockiert bin Einzahlung geht immer

Ob wohl ich im gesamten Universum gesperrt bin weil ich süchtig bin und Familien Probleme wegen Spiel habe Account zu eröffnen war leicht ich weiß nicht wie mann menschen rechten so ignorieren kann wo leben wir

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear besarion,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

I just sent everything

Ich habe so eben alles gesendet

Total loss today is 1420 euros

I don't know what to do anymore

I am addicted, I have no desire to live anymore, I have lost my whole fortune in several casinos, it is no longer a life

Gesamt verlust liegt heute bei 1420 Euro

Ich weiß nicht mehr was ich machen soll

Ich bin süchtig habe keine Lust mehr auf Leben ich habe ihn merere casinos mein ganzes Vermögen verloren die ist doch keine leben mehr

I have access to my account

Ich habe Zugriff auf mein Account

I lose money every day, that's not normal anymore, neither the email is displayed nor any response, that's not normal anymore

Ich verliere jeden Tag Geld das ist nicht mehr normal weder die Email wird getaucht noch irgend eine Rückmeldung das ist nicht mehr normal

Total loss 1900 euros please support

Gesamt verlust 1900 euro bitte um Unterstützung

Request for urgent support

Bitte um Dringend Unterstützung

Waiting until the last minute why still no results

Request for assistance refund

Bis zur letzten Minute warten warum immer noch keine Ergebnisse

Bitte um Unterstützung Rückerstattung

Dear besarion,

thank you for your messages.

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.

Furthermore, a self-exclusion request is only valid when directly linked to the player's account via a verified email address. Online casinos cannot close accounts based on unsolicited messages from unregistered email addresses, as sender identity verification is mandatory. Note that casinos may not honor requests if the originating email address does not match the one on file for the account.

• Has the casino requested a KYC verification of your account, please?
• Could you please confirm the accuracy of the remaining information provided in your registration form?
• Could you please contact your payment provider directly to request a block on transactions to the casino's account?

Looking forward to your reply.

Katarina

Account has been closed viva live chat

Please help refund

Account wurde geschlossen viva live chat

Bitte um Hilfe Rückerstattung

All information is correct

Alle Angaben sind korrekt

I request representation of the casino

Ich bitte um Vertretung des casino

I would like to know why everything is so delayed. Finally, answer and everything always went so quickly. You are getting worse and worse. It's time to close your account.

Ich würde gerne wissen warum alles so verzögert wird antwortet endlich und es ging alles immer so schnell ihr werdet immer schlechter wird zeit bei euch das Konto zu schließen

Dear besarion,

thank you for your messages.

Has you account balance been zero when the closure occurred?

Have you screenshotted your conversation with the live chat about the closure of your account?

Could you kindly share it with me? My email is [email protected].

Looking forward to your reply,

Katarina

No, unfortunately not. I sent you everything I had. The account is closed, but unfortunately I lost a lot. The terms and conditions were not followed. The casino is not responding.

Nein leider nich was ich gehabt habe habe ich Ihnen alles geschickt Account ist geschlossen aber leider viel verloren agb nicht eingehalten casino Antwortet nicht

Dear besarion,

thank you for your message.

Could you please clarify whether you had any account balance at the time of your player's account closure?

Looking forward to your reply,

Katarina

No, no credit balance.

Nein kein Guthaben

Dear besarion,

thank you for your response.

According to the available evidence, you submitted your self-exclusion request on October 10th, and the casino closed your account on October 15th. We understand that you made multiple deposits within this 5-day period. However, due to the inaccurate email address provided during registration, closing your account has been more challenging, as the request originated from an unregistered email address. For account security and efficient processing, it is important to provide accurate information during registration. Please also note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Casinolo 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.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Katarina