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I have requested to permanently close my account citing gambling addiction, which they have confirmed, but they have not closed my account.

Olen pyytäny sulkea tilini pysyvästi peliriippuvuuteen vedoten jonka he ovat vahvistanut, mutta ei kuitenkaan olleet tiliäni sulkenut.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you accessed your casino account?
• How did you find out that your account has been reopened? Did you request it to be reopened, or did you receive an email or other notification from the casino?
• How many deposits have you made since your account was reopened?

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

On 11.6.26 I tried to see if the account was still active. The last time I checked was just now and there were 6 deposits, but now there is a self-imposed ban.

11.6.26 kokeilin,että vieläkö on tili käytössä, viimeisimmän kerran kävin juuri nyt katsomassa talletusten määrän ja niitä on 6, nyt siellä on kuitenkin itse laitettu peliesto.

• Could you please specify when exactly you deposited funds into this casino after your account was reopened, and how much you deposited in total?
• Also, kindly specify the date on which your account was closed again. Has the casino informed you whether any of the deposits you made after the account was reopened would be refunded to you?

Last week I blocked playing on the site and on Monday I asked to close the entire account.

Attached is their response where they refuse to refund the money and money transfers.

Viime viikolla estin sivulla pelaamisen ja maanantaina pyysin sulkemaan koko tilin.

Liitteenä heidän vastaus jossa eivät suostu palauttamaan rahoja ja rahansiirrot

Dear Peluri060

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, Martin (martin.l@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.

No action is required from you right now. 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.

Kind regards,

Veronika

Hello Peluri060,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread. Sadly, I also need to disclose, that there have been multiple complaints in the past, where the casino had decided not to intervene and cooperate in the mediation process. Nevertheless, if there happen to be any developments, please keep me informed.

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Best regards

Martin

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.

Dear Peluri060,

I can confirm I have managed to get in contact with the casino representative. We have informed them about your issue and we are currently waiting for further clarifications regarding your case.

In case of any further developments on your side, please keep us updated.

Dear Peluri060,

Since the casino has not provided us with further explanations and it seems no refund will be provided, we see no reason to prolong the discussion further.

The available evidence confirms you have requested permanent self-exclusion due to a gambling problem in 2021 and that Coolbet confirmed the account had been permanently closed.

We acknowledge the casino’s explanation that the historical account data was deleted after five years. However, we do not believe a permanent self-exclusion should become ineffective solely because the underlying account records were deleted. In our view, an appropriate long-term safeguard should have remained in place to prevent the excluded player from returning and suffering further losses.

As you were subsequently able to create another account, gamble, and incur losses of €274 without receiving compensation, we are closing this complaint as unresolved due to failed self-exclusion. This outcome will negatively affect the casino’s Safety Index.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/.

The Gaming Authority has more options and tools to assist players.

You can find more information on how to correctly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru

I am sorry I could not be of more help on this occasion.

Best Regards,

Martin