ABC Islands Casino - Nalog igrača nije zatvoren prema pravilima odgovornog kockanja.

Hi team,

I’d like to make a complaint as responsible gambling guidelines were not followed on this site. Last night I made $2600 cad profit which was 1903 USD. I asked for it to be withdrawn while being withdrawn my account to be blocked without access to gambling until the withdrawal is done. Which was never followed as they reopened my account and let me play without any care for my responsible gambling request. I have screenshots and full chats saved where I requested this and none of it was followed. I asked for it to be followed due to the guidelines however the agents did not care. I’d like dispute an amount of $1903 usd and be refunded that asap as this is there big mistake. Please let me know where to send these emails with evidence.

Dear sati725,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Have you made any successful withdrawals from this casino before?

Could you please specify if you requested to be self-excluded from the casino due to gambling problems?

Did you ask the casino only for a cooling-off period while your withdrawal was being processed?

Please forward me the communication between you and the casino customer support regarding the request to block your account at veronika.f@casino.guru. Alternatively, you may post screenshots here.

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

Please see the email attached with photos. I did not ask for a cooling off period I asked for a self exclusion until my withdrawal was done at least.

They confirmed that they would too, however that was not the case.

Dear sati725,

Thank you for your email. I have reviewed the chat transcripts you provided, and I regret to inform you that we will not be able to assist you further with your complaint.

Please note that casinos are not obligated to provide players with the ability to freeze accounts while withdrawals are being processed. While we understand the importance of reliable responsible gaming tools, verifying how these features are implemented and used can be complex. These tools are designed to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos to develop and improve such features rather than penalize them for potential shortcomings in their implementation.

Moreover, we are only able to request deposit refunds in cases where a player has informed the casino of gambling addiction and explicitly requested self-exclusion, but the casino failed to act on the request and protect the player.

Since you did not request self-exclusion but only sought to disable your account temporarily while your withdrawal was being processed, the casino had no reason to suspect gambling addiction. Moreover, your ability to close and reopen your account without restrictions indicates the absence of a formal self-exclusion request.

For these reasons, your complaint will now be closed.

Thank you for your understanding, and please do not hesitate to reach out if you encounter other issues in the future.

Best regards,

Veronika

Casino.Guru Complaint Resolution Center