I think it could also be about people making the final decision, sort of a modern approach: less transparency, more efficiency... In any case, we two can't change that; at least my colleagues are still ready to confront casinos or ask "unpleasant" questions.
IT makes me sick that casinoguru allows casinos to Even break their own lisence terms and do basically whatever they pleased. I really do feel like this site IS extremely corrupted by casinos, unfortunately.
Happy to see that 48 hours cooling off period after addiction closure reopening IS totally allowed and okay. And for this i needed to wait over two months, great!
Hello Mag7.
What has happened just now? Is it possible to understand such a general criticism without any context? I mean, what can anyone say to that? Based on our discussions, I believe you should focus on avoiding casinos rather than criticizing those who have tried to help you understand that repeatedly making the same mistakes and expecting different results is futile for your future. here comes the context I found in the rejected complaint:
"Thank you for your patience while I reviewed your case in detail.
After careful consideration, I regret to inform you that I will not be able to uphold your request on this occasion. Based on the information provided and our assessment of the situation, I believe that the casino acted in accordance with its policies and procedures. Several factors contributed to this conclusion, including:
The fact that the account was reopened after a substantial period of inactivity (four years);
Your completion of the responsible gambling questionnaire during the cool-off period, in which your responses indicated that you no longer experienced gambling-related issues;
The context of your initial contact with the casino support team on the day you requested account closure, which involved a bonus request that was ultimately declined.
While I acknowledge that a longer cool-off period (ideally at least one to two weeks) might have been preferable, taking all of the above into account, I find that the casino's actions were consistent with reasonable expectations and industry standards.
As such, I will be closing this complaint with no refund recommended. I appreciate your understanding, and I'm truly sorry we couldn’t be of more assistance in this instance. Should you encounter any future concerns or issues—whether with this casino or another—please don’t hesitate to reach out. We're here to help."
Please seek assistance and avoid any gambling-related content, including Casino Guru. I suggest closing your account for your safety. Try to give it a deeper thought, please.
If Even EMTA says that they dont allow casinos to do this, i dont know how you can decide to agree with The casino.
This is true. Casinoguru even allows casinos to break common responsible gambling rules, such as 7 days cooling off period. Also they allow casinos to break their own lisence terms.
Everything is customers fault and unfortunately casinos can do basically whatever. If you as a customer make even a small error, that IS enough to turn the case for casinos favour. But If casinos makes mistakes, that is mostly okay to do.
Also i feel like they handle cases differently, and every case dont have equal chances. Seems to depend a lot what is the casino etc.
Hi Mag7,
I'm honestly sorry to see how this conversation turned out again. I know we've talked before, and I also know this topic means a lot to you. But it’s become clear that no matter how carefully we try to explain things, you’re not open to hearing a different perspective.
You’ve received a detailed response to your complaint. The decision wasn’t made lightly, and it was based on everything available to us, including facts you yourself confirmed. And yet, we find ourselves in this situation again, facing serious accusations, claims of bias, and the dismissal of all efforts as if no one ever attempted to help.
This is no longer a disagreement. It’s a pattern. And that pattern strongly suggests you’re struggling with gambling on a deeper level. That’s not something to be ashamed of, but it is something that needs to be faced.
That’s why I’m going to revoke your access to the forum. My intention is not to silence you, but to assist in disrupting the recurring pattern. If avoiding casinos entirely isn’t realistic right now, then at the very least, avoiding gambling-related content might be a step forward.
I genuinely wish you all the best.
Take care.
If Even EMTA says that they dont allow casinos to do this, i dont know how you can decide to agree with The casino.
Yes, if a casino holds a license from EMTA, then Estonian regulation applies.
That would also include any potential rules around a 7-day cooling-off period. However…
What EMTA actually requires is not always clearly or publicly defined.
Unlike regulators such as the MGA (Malta) or UKGC (UK), EMTA doesn’t publish a comprehensive Player Protection Code. So, it’s not confirmed that a 7-day cooling-off period is strictly mandatory. Players often assume this, but it’s not always backed by clear evidence. If a casino shows that it followed its internal procedures and didn’t breach any specific rule, then there is likely no violation of EMTA requirements.
The player’s country of origin doesn’t play a major role if they’re playing at such a worldwide licensed site.
In other words, the fact that the player is from Finland isn’t the reason EMTA wouldn’t apply if the casino is genuinely licensed in Estonia. The issue is that the you are invoking EMTA without pointing to any actual breach. And that’s the key point. 🙁
Hi radka hope this reaches you I’m from uk play slot box.. say I’ve emails etc saying I was an addicted gambler and need the account permanently closed.. say they closed it. Them say I went back on few days later said had a bad day sorry guys reopen it for me and they done this numerous times is that ok for the casinos to do knowing fine well your addicted to gambling and it could potentially cause the person serious harm mentally and physically. Not just slot box bust other casinos like trust dice etc.And say when you went back in after asking for permanent closer and you kept losing every penny in your bank account closing the casino then reopening very easily without even begging to get it reopened. Would you have a case to getting back that money or getting that casino investigated ???? Please reply when you see this. It’s genuine question and I want to know the correct answer without messing around.
many thanks Michael
Hey Michael,
I appreciate you clarifying your situation so thoroughly and hope you don't mind forum posts over email, because such conversations may sometimes help the others too. I get why this feels worrying. Gambling affecting your mental or financial health is a serious matter.
From what you described, the main points are:
https://casino.guru/complaints/all 👈
Document everything and explain clearly how the account was reopened; that’s what really counts.
Hope this helps you see your options. Let me know what you think, please.
Hi Radka I done as you said and filed a complain uploaded a few phones and a screen recording i don’t know if it will send as it was around a minute long. You mentioned me trying to refund off payment provider is that like payop? As I just done bank transfer. If you have a look at my complaint and the few pictures. You will probs think that even enough for a case. I have a hell of a lot more were that came from Radka and they really will not be able to have a say in the matter either. They mention in the email about me saying I was an addicted gambler ‘they take that as a very serious statement’ more less just tell us your not and we will open your account is more less what happened lol. Is there anywhere that I can send what I sent into casino guru that will take this further or is this what use do to get something settled ? I’d prefer to let them keep every penny I put into the website and get them all put out of a job quicker than getting any form of refund to be perfectly honest with you. They act like they are better than you even the live support they be all lovely at the start then they block you from coming on it was complete tourture to a gambling addicted man like myself. Hope to hear from you soon,
Michael
Hi Michael,
It’s good you’ve already filed the complaint, that’s really the best first step, so I’d let that process run its course for now.
As for chargebacks, as far as I can tell, in the UK they can be tricky when it comes to gambling transactions, and the outcome really depends on the payment method and your bank. Bank transfers in particular are usually harder to dispute than card payments. Still, in cases where casinos ignore a self-exclusion request, some players have tried going down that route.
It’s also worth knowing that if someone does a chargeback, many casinos (especially bigger groups) will block their accounts completely afterwards. For players struggling with gambling, that can actually be a silver lining.
So, I’d personally wait and see how your complaint develops, but it’s good to keep these other options in mind. Whatever happens, make sure you keep all your emails, confirmations, and any proof you have.
Ok thank you, how long does the complaint take ? Thanks for your reply
The complaint isn’t in my complaints list either
Irreversible - Dictionary
Definitions from Oxford Languages · Learn more
adjective
not able to be undone or altered.
few emails (one as of which they seen me talking about being an addicted gambler although if I say I’m in control of my gambling they will reopen my account and give me bonuses. Not once was my account permanently banned but twice and reopened twice also. The account is still opened right this second. Getting me to take down my last casino guru so they will then reopen my account, more less delete the post so it doesn’t affect business and we will reopen a permanently closed account and give to u bonuses. VIP manager Kurt has clearly seen my last post on guru and seen I was a struggling gambling addict. Removed the post I will reopen the account and feed you bonus funds. Need I even need to show anymore than this.. don’t think they can get away with this one folks. Any comments guys or things maybe similar happened to yous would be appreciated.
michael
Irreversible - Dictionary
Definitions from Oxford Languages · Learn more
adjective
not able to be undone or altered.
few emails (one as of which they seen me talking about being an addicted gambler although if I say I’m in control of my gambling they will reopen my account and give me bonuses. Not once was my account permanently banned but twice and reopened twice also. The account is still opened right this second. Getting me to take down my last casino guru so they will then reopen my account, more less delete the post so it doesn’t affect business and we will reopen a permanently closed account and give to u bonuses. VIP manager Kurt has clearly seen my last post on guru and seen I was a struggling gambling addict. Removed the post I will reopen the account and feed you bonus funds. Need I even need to show anymore than this.. don’t think they can get away with this one folks. Any comments guys or things maybe similar happened to yous would be appreciated.
michael
I'm sorry, but this is all just confusing. Are we still talking about SlotBox casino at all? So far, you have only submitted 2 complaints about Trustdice. To me it seems you have not noticed that this conversation is about Slotbox. As long as your previous complaint about the TrustDice Casino was once closed and the second attempt dismissed, I think there is no reason to try that again.
I thought we were talking about another issue in a different casino.
It happened on both but I’m more aiming at trust dice the reason why I closed the case last time is because they told me to close it and they would reopen my account and give me a bonus! What does an addicted gambler say to that. If you think I don’t have a case with what has been showing then I don’t know what else I can possibly do
Hello,
Okay, it makes sense now so you are dealing with the exact same situations. Well, you can try to submit the complaint any time you like. The decision of whether it became a case is, however, not my call. As far as I can guess, the situation is worth investigating. I suggest you try using what you already covered here on the forum and submit it as a complaint so my colleagues, the mediators, may take a look at it.
I believe it is a vital option.
https://casino.guru/complaints/create
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