Crowngreen Casino - Igrač dovodi u pitanje postupanje kazina sa objavljivanjem odgovornog kockanja.

Dear Casino Guru Team,

I am writing to request your assistance with a dispute involving Crowngreen Casino, concerning responsible gambling obligations and losses incurred after disclosure of gambling addiction.

Summary of the case:

On 21.12.2025, I contacted Crowngreen Casino’s live chat support and explicitly stated that I suffer from gambling addiction.

Despite this disclosure, my account remained fully active, and I was still able to deposit and gamble.

After that date, I deposited and lost a total of €1,200.

I later contacted the casino by email to request account closure, which was processed at that point.

Casino’s position:

Crowngreen Casino acknowledges that I disclosed gambling addiction in live chat.

They state that account closure or self-exclusion can only be initiated via email and not via live chat.

Based on this procedural requirement, they refused any refund, stating that all bets were placed voluntarily while the account was active.

My concern: While I understand that formal self-exclusion requires email confirmation, I believe that disclosing a gambling addiction is a high-risk indicator under responsible gambling principles. In my view, this should have triggered at least temporary protective measures, warnings, or a restriction until the situation was clarified.

No safeguards were applied after my disclosure, and I was able to continue gambling without interruption, which resulted in significant losses.

I am therefore requesting Casino Guru’s assistance in reviewing whether Crowngreen Casino acted in line with responsible gambling standards and whether a partial or full refund of losses incurred after 21.12.2025 would be appropriate.

I will provide Email correspondence with the casino

Thank you for your time and support. I look forward to your guidance on this matter.

Kind regards,

Svit

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Crowngreen Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain what the reaction of live chat support was when you contacted them and disclosed your gambling issues?
• Could you please share a more detailed timeline of events?
• When did you make the deposits to the casino, and when did you contact the casino via email? When was your account closed?
• Share your responses here or privately to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Email sent.

Thanks for sharing the information with me.

Please note that not all live chat agents have the authorization to close accounts. If you were directed to contact the casino's relevant department via email, but continued to gamble in the meantime, there is little room for us to argue that the casino should have protected you outright.

If you contacted the casino only later and your account was closed as a result, that is what we would consider an acceptable outcome.

Please let me know if I overlooked any information regarding your case; otherwise, the complaint will be closed.

Looking forward to your response.

Hello Tomas,

Thank you for your response. I would like to clarify one important point, as I believe there may be a misunderstanding.

I did not send an email requesting account closure prior to my account being closed.

The only communication I had with Crowngreen Casino regarding my gambling issues and account status was via live chat agents.

Despite this, my account was eventually closed by the casino after my losses had already occurred, which demonstrates that closure was possible without a separate email request, or that the live chat agents were able to escalate the matter internally for closure.

For this reason, I believe the argument that "not all live chat agents have authorization to close accounts" does not fully apply in my case, as:

no email-based closure request was submitted by me, and

the account was nevertheless closed following live chat interactions.

My concern therefore remains that after I disclosed gambling addiction on 21.12.2025, no interim protective measures were applied, and account closure or restriction was not initiated until after the losses were sustained.

I wanted to provide this clarification in case it affects your assessment. Please let me know if you need any additional details or evidence from my side.

Thank you for your time and consideration.

Best regards,

Svit

Dear Tomas,

We are writing in response to the inquiry concerning a player complaint related to responsible gambling procedures and account closure.

We would like to provide clarification on the sequence of events and the measures taken by the casino in line with our internal policies and regulatory obligations.

The player contacted our Live Chat support and indicated that he was experiencing gambling-related difficulties. During this interaction, the player did not submit a formal request for account closure or self-exclusion. In accordance with our established procedures, the support agent advised the player that account closure or self-exclusion requests must be submitted via email to ensure proper verification and accurate processing. This guidance is standard practice and is consistently applied to all players.

Following the Live Chat interaction, the player continued to use the account. Once we received the player’s email clearly confirming the request for account closure, the account was closed immediately and without delay, fully in line with our responsible gambling protocols.

We acknowledge the importance of handling sensitive disclosures with care and take all responsible gambling communications seriously. Our procedures are designed to balance player protection with the need for clear, verifiable instructions to ensure that irreversible actions such as account closure or self-exclusion are executed correctly and promptly.

We trust that the above clarifies the actions taken and demonstrates our adherence to responsible gambling obligations. Should any further information be required, we remain at your disposal.

Best Regards,

Crowngreen Team

Hello,

I would like to respectfully clarify a key factual point, as the casino’s response contains an assertion that is not accurate.

I did not send an email requesting account closure prior to my account being closed.

The only communications I had with Crowngreen regarding my gambling issues and account status were conducted via live chat.

For this reason, I kindly ask that the following be verified based on evidence rather than statements:

-The exact timestamp and source of the account closure action

-Whether an email closure request from my registered email address actually exists

-The chat logs showing escalation and closure handling

If the casino is able to provide the alleged email request, I am of course open to reviewing it. However, to the best of my knowledge, no such email was sent by me, and the account was closed without one.

My concern therefore remains that:

-I disclosed gambling addiction on 21.12.2025

-No interim safeguards were applied

-Account closure only occurred after losses were sustained, without a formal email request.

I am sharing this clarification so the assessment can be based on verified facts and documentation.

Please let me know if you need anything further from my side.

Thank you for your time and consideration.

Best regards,

Svit

I would like to clarify one important point to avoid any misunderstanding.

I did send an email to Crowngreen Casino, however, this email was solely a refund request, submitted after the losses had already occurred.

I did not send an email requesting account closure or self-exclusion prior to or during the period in which I continued gambling.

The only time I discussed gambling addiction and account status before the losses was via live chat on 21.12.2025.

At that time:

-I disclosed that I suffer from gambling addiction

-I did not submit a formal closure/self-exclusion request by email

-No interim safeguards or restrictions were applied to my account

The casino’s statement suggests that my account was closed following an email requesting closure. To the best of my knowledge, this is not accurate. My understanding is that the account was closed later, after my refund-related communication and/or internal review, but not as a result of a prior self-exclusion email request.

I hope this clarification helps ensure the assessment is based on the correct sequence of events. I am happy to provide copies of the refund request email and any other correspondence if helpful.

Thank you again for your time and assistance.

Best regards,

Svit

Thanks to both the casino representative and the player for sharing your point of view.

Dear svitoder,

From our point of view, requesting that the player submit the self-exclusion request via email to initialize the process is standard practice. By not following the procedure, the casino's process couldn't continue, and your protection could be initiated.

We understand your expectations of player protection were not met; however, we believe there are valid reasons for online casinos to have processes set up in a similar way. Considering these circumstances, we unfortunately can't ask the casino to refund you.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.