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I registered and played at Casinozer, because it is recommended at Casino.Guru. But eventually I lost too much and decided to quit.

On August 17, I sent two emails to Casinozer. In the first email (sent at 13:09 o'clock CET), I wrote: "I now lost almost 15000 Euros. Please add a big cashback or close my account."

In the second email (sent at 22:22 o'clock CET), I wrote:

"Please close my account immediately. Reason: Gambling issue."

But Casinozer had not closed my account for another 3 days. On August 19, I was able to deposit and lose another 2500 Euro.

I asked the casino, why my account had not been blocked. And I received this answer by email: "The email you refer to was sent on August 17 at 22:22 and was therefore not taken into account as the first email had been answered."

This is not fair! Casinozer is not following the common rules of Responsible Gaming. Of course, a player's wish to close his account due to a gamling problem must be honored. It is nor fair to say that my second email was "not taken into account as the first email had been answered".

I kindly ask Casino.Guru to step in on my behalf and request a refund of those 2500 Euro that I lost 2 days after reporting my gambling problem. I was acting responsibly, but the casino was not acting responsibly. If the casino fails to refund this money, I ask Casino.Guru to give Casinozer a very low rating.

I attach proofs for all emails and for my deposits from August 19.

Thank you

Marko

Hello marko77,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinozer. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When exactly did the casino close your account? When was the last time you spoke to the casino and what was it about?

Please note that self exclusion requests have a processing time as the casino can't sit 24/7 in front of the PC. You also requested your account closure on Friday so if the casino had no staff working during weekend there was no possibility to close your account.

Looking forward to your answer.

Regards,

Nick

Here are my answers to your questions:

1) Yes, my account was verified in the first week of August. I don't remember the exact date when it was verified.

2) I played with real money. The amount of 2500 Euro that I am complaining about was real money without any bonus attached.

3) I had asked the casino to close my account on August 17, but it was not closed on August 18 (Thursday) and it was not closed on August 19 (Friday). These days were not on a weekend. I deposited and lost those 2500 Euro in the evening of August 19. The casino closed my account on either August 20 (Saturday) or August 21 (Sunday). But the casino clearly stated in an email to me that my request (closure due to a gambling problem) was "not taken into account as the first email had been answered". Of course, the casino should have honored such a serious request.

4) My last correspondence with the casino was on August 26. After the casino declined my refund request, they also declined paying out my weekly cashback. This is what the last email was about.

5) I provided proof that I asked for an account closure on August 17. In that email, I also reported my gambling problem. August 17 was not a Friday, but a Wednesday. The casino did not react responsibly when it stated that this email was "not taken into account as the first email had been answered". If a player reports a gambling problem, it is irrelevant whether he had requested a bonus in an earlier email. Once the gambling problem is reported, the player's account must be blocked. There was sufficient time for this block: I reported my gambling problem on August 17 (Wednesday) at 10:22 pm CET, and I deposited and lost those 2500 Euro on August 19 (Friday) in the evening. The casino confirmed that my reported gambling problem was "not taken into account as the first email had been answered". Answering an earlier email is not an excuse for not blocking my account. Reporting a gambling problem must always have the highest priority!

I wish to add that Casinozer has confirmed two points by email (sent on August 23 and provided as proof): (1) They confirmed that they had answered to my first email (from August 17) on August 18 at 2:48 pm. (2) They also confirmed that they did not take my second email from August 17 (in which I had reported my gambling problem) into account. This is what I am complaining about. If they answer to my first email (in which I asked for a bonus), then they should also have taken action when reading my second email (in which I reported my gambling problem).

Marko

Thank you marko77 for the clarification. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi marko77,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Marko77,

First of all, we’d like to thank you for your review. For a young Casino (and Sportsbook) operator like us, it is very valuable to get feedback from our players as we are looking to keep developing and improve our product and services as we go step into the future.

We are sorry to hear that you experienced an issue with our site. After carrying out further checks, we can confirm once again that we have operated according to our terms and conditions. The closure of your account occurred within 48 hours after your final confirmation, therefore, as mentioned in the section 14.1 of our T&C : If you request an account closure it can take up to 48 hours to be handled by the relevant department. Please note that anything that you deposit and lose in the meantime will be non-refundable.

Please find the link where you can have a look at our terms and conditions https://casinozer.com/en/page/terms-and-conditions.

We hope we have informed you enough, and we wish you a great day.

Kind regards,

The Casinozer Team

I appreciate that Casinozer is giving a friendly reply. But I now explain why their reasoning is wrong:

In my second email from August 17 (sent at 22:22 o'clock CET), I wrote: "Please close my account immediately. Reason: Gambling issue."

Casinozer is now arguing that the closure of my account occurred within 48 hours after my final confirmation. Yet I had received an email on August 18 (at 14:48 o'clock CET) in whch I was asked to confirm the closure of my account. By then, Casinozer had received my two emails from August 17. In the first of these emails, I had requested a bonus and an account closure if no bonus is issued. In the second email, I reported my gambling issue. As mentioned earlier, Casinozer informed me that "my second email was not taken into account as the first email had been answered."

It is not fair of Casinozer to ask a player for a confirmation of closing the account, after the player had reported a gambling problem. If a player is reporting a gambling problem, the account must be closed without any additional confirmation.

Casinozer is also not telling the truth regarding the date of my account closure. It was not until August 20 (at 16:51 o'clock CET) when I received an email saying that my account is closed. And on August 21 (at 12:41 o'clock CET) I even received another email from Casinozer in which I was invited (!) to reopen my account on Monday (August 22). Here is the text of this email: "In order for your account to be reopened on Monday, I invite you to send us an email at this address requesting the reopening of your player account."

All of these emails (which I will now forward confidentally to Jozef) prove that Casinozer could have avoided my 2500 Euro loss on the evening of August 19. By then, I had already lost far more than 10k Euro at this casino. It is not fair of Casinozer do delay the account closure after a reported gambling problem by asking for a confirmation.

Marko

Hello marko77,

I am sorry, but I cannot see any of the evidence mentioning the gambling problem. Could you post here a screenshot of where I can find it, please?

When a player mentions a gambling problem, the account should be closed as soon as possible, but even for this reason, 48 hours is still an acceptable period even by the casino.guru policies.

Jozef,

I have just sent again the proof to your email address at Casino Guru. I do not wish to post the email here as it contains my confidentials.

In my email from August 17, I clearly wrote these words:

Please close my account immediately.

Reason: Gambling issue.

Casinozer confirmed in their email from August 23:

"The email you refer to was sent on August 17 at 22:22 and was therefore not taken into account as the first email had been answered."

So, Casinozer confirms that my request to close my account because of a gambling issue was not taken into account, because my first email (in which I had asked for a bonus) was answered. Hence, they confirm that they did not take my mentioned gambling problem into account.

They even invited me to reopen my account with this email from August 21:

"In order for your account to be reopened on Monday, I invite you to send us an email at this address requesting the reopening of your player account."

I was able to deposit and lose 2500 Euro on August 19 because Casinozer - as they confirmed in their email from 23 - did not take the email mentoning my gambling problem into account. This was not fair!

Marko

Dear Casinozer,

I can confirm receiving relevant evidence about the mentioned email, may I kindly ask you to explain why it was ignored?

Again, I appreciate that Casinozer is responding in a friendly way. Yet the point is that they are completely ignoring this email which I received on August 23:

"The email you refer to was sent on August 17 at 22:22 and was therefore not taken into account as the first email had been answered."

This email clearly confirms that Casinozer has not taken my reported gambling problem seriously.

Also, Casinozer is not telling the truth regarding the date of my account closure. It was not until August 20 (at 16:51 o'clock CET) when I received an email saying that my account is closed. And on August 21 (at 12:41 o'clock CET) I received another email from Casinozer in which I was invited (!) to reopen my account on Monday (August 22). Here is the text of this email: "In order for your account to be reopened on Monday, I invite you to send us an email at this address requesting the reopening of your player account."

All of this proves that Casinozer is not following the rules of Responsible Gambling. I trusted its very good reputation given by Casino Guru. But if Casinozer keeps on claiming that there was no need take my reported gambling problem in to account, then I kindly ask Casino Guru to give Casinozer a poor rating.

Marko

I am extending the timer by 7 days because of further examination of the case.

Dear marko77,

I am very sorry but after further examination of your case, I believe you are not entitled to receive the refund. Based on our internal policies, the self-exclusion applies when the casino confirms it and not when the player requests it. I understand that it took a bit more time than it is mentioned by the T&Cs. But if I consider that you sent 17th of August three similar emails as requests for account closure, and only the last one contained a reason of gambling addiction. I am not surprised about the small delay, or even misunderstanding because it may seem like spam.

17 August 2022 at 13:09 - reason: not receiving bonus

17 August 2022 at 22:22 - reason: not receiving bonus

17 August 2022 at 22:22 - reason: gambling issue

I believe you have had multiple further opportunities to contact the casino team at live chat, or just mention gambling addiction in the confirmation email (when they replied to your first email). Concluding all the information above, I am forced to reject your case. 

You have full right not to agree with our decision. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru