Alawin Casino - Igračev nalog je ponovo otvoren nakon samoisključenja.

com, confirmed by their support via email.

Despite this, my account was reactivated without my consent, and I received a promotional bonus email which led me to log in.

During this period, I deposited and lost approximately 2000 EUR. I did withdraw around 1000 EUR, but the remaining losses occurred after my self-exclusion should have been enforced.

I have contacted Alawin support multiple times, but they have not responded at all.

This is a clear breach of responsible gambling obligations. I should not have been able to access my account, receive bonuses, or deposit funds.

All losses after self-exclusion were caused by the operator’s failure, not my voluntary action.

I request:

Full refund of all deposits made after self-exclusion

Permanent closure of my account

Evidence available:

Self-exclusion confirmation email

Bonus email received after exclusion

Deposit and transaction history

I ask Casino Guru to investigate this case and hold the operator account

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 does that, do not share any information.

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.

Dear Jevgenijj,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for clarifying and for providing the screenshot. I can see that in your original message you clearly stated "exclude me you ruined my life", and the casino subsequently confirmed the account closure. This wording may indeed indicate distress and could be interpreted as a request related to problem gambling, which is an important factor in assessing the casino’s responsibility.

To better understand the full situation and evaluate whether there was a breach of responsible gambling obligations, I would like to ask you a few additional questions:

• When exactly were you able to access your account again after it had been closed?
• Did you need to take any action to regain access (such as resetting your password), or was the account simply accessible again?
• Could you please provide the bonus/promotional email you received after the closure?
• Did you contact the casino again before making deposits, or only after the losses occurred?

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Sending you additional info about my account: they send me promotional email with 7euro bonus on 27th March, 3 weeks after my self-exclusion was enforced. I gambled on 1st April, then I got paid my salary. I actually asked them the reason why my account is active after receiving the bonus. They answered me that it was technical error but yet, they did not close my account right away. Unfortunately I dont have screenshot of that conversation. 

They only closed it now then I wrote them formal complaint. And no, I havent done anything to my account, just followed link they sent me, used same password which was saved on my phone and got access to my account.

Adding screenshots you asked, were you can see all communication with alawin. I did not asked them for anything since 5th March and got promo email on 27th. 

Really thank you for your help ans hopefully I will be refunded, because honestly I dont know how to battle my addiction.. self-exclusion doesnt work, blocking card from gambling websites also (because they mask transactions as gaming, tech. development etc.) so maybe you will be able to help me and people who will face that problem in the future.

Best regards,

Jevgenij

Hello,

The casino has not responded within the given timeframe. Could you please advise on the next steps and whether the case will proceed further?

Thank you.

Hi Jevgenij,

Thank you for your message and for the additional information provided.

Before we proceed further, I would like to clarify one important point. You mentioned that the casino informed you that the account reopening was due to a "technical error." Could you please specify where exactly this communication took place?

Was this explanation provided via:

• email,
• live chat,
• or another communication channel?

If possible, please try to locate and share any record of this conversation. Even partial evidence (emails, chat history, or timestamps) could be very helpful for our investigation.

At the same time, I would like to address the wording of your original request. While the phrase "exclude me you ruined my life" may indeed indicate distress and could be related to a gambling problem, it is not entirely explicit.

A properly trained support agent should ideally follow up on such a message—asking clarifying questions and determining whether this is a request for self-exclusion due to gambling addiction. However, the wording itself may also be interpreted as an emotional or frustrated request to simply close the account, rather than a clear request for gambling-related self-exclusion.

Your cooperation in clarifying the missing communication will help us evaluate the case more accurately.

Thank you.

hello,

i have sent you all this information to your email. And no, I do not have any saves of this conversation it was via their live chat.

all screenshots of me asking them to exclude me because I have an addiction I have sent you to email. Will repeat it here;

Hello, adding few more screenshot to clarify that I phrased my request in the right way at the beginning.First Casino offered me to take a break even though I said EXCLUDE me and I am ADDICTED in my first email. After the 2nd response from me they decided to close my account and that email you have from the beginning. That was after I lost most of my money last month:)) thanks God I didnt manage to lose too much, probably if casino would even the 130-140k Icelandic krona with me,  I would be happy. Even though I lost to them ~600-700k all together, but whatever happened before exclusion doesnt count:🙂

Can you please not make me wait another week for your answer, thank you very much for your help

can I please get an update on what is going on??

Dear Jevgenijj,

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, Munya (munya.s@casino.guru). 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.

For now, I will proceed with the case based on the following timeline:

• 05.03.2026 – you requested self-exclusion, stating that you are addicted
• 06.03.2026 – the casino confirmed that your account was closed
• 27.03.2026 – your account was reactivated
• 01.04.2026 – you gambled again, and the casino later stated that the account was reopened due to a technical issue (we do not currently have this communication available)

If any part of this timeline is not correct, please let your assigned Resolver (Munya) know so it can be adjusted accordingly.

No action is required from you at this moment. 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.

Dear Jevgenijj,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Alawin Casino to join this conversation and assist in addressing the complaint.

Dear Alawin Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Jevgenijj

Unfortunately, the casino has not responded to our attempts to engage them in resolving this complaint. Without the casino’s cooperation, our ability to further investigate or mediate the matter is significantly limited.

As a result, we will now proceed with closing the complaint and marking it as "unresolved" in our system.

I understand that this is not the outcome you were hoping for, and I sincerely regret that we were unable to assist further in reaching a resolution. However, unresolved complaints negatively impact the casino’s rating, which may encourage them to reconsider their approach and respond in the future. Should the casino decide to cooperate at a later stage, we can reopen the complaint, and you will be notified accordingly.

I am truly sorry that I could not be of more help on this occasion, and I appreciate your patience and cooperation throughout the process.

We have reopened this complaint following the receipt of additional information from the player, who has indicated that the matter has now been resolved.

Dear Jevgenijj,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru