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I have been trying to self exclude since February. I sent a note admitting I had an addiction, and they never closed my account.

It’s still open, and I can continue to make deposits. I have emailed requesting self exclusion multiple times.

I want my account closed, and requesting a refund of deposits made (-withdrawals) since I admitted an addiction on February 2nd

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Dear thnksfrtht,

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

Thank you for providing the screenshots — they are very important in this case. I can see that you clearly stated that you have an addiction and requested self-exclusion, yet the account appears to have remained active.

In order for us to properly assess the situation and proceed with the investigation, I would like to kindly ask you to clarify a few important points:

• Could you please confirm whether your request on February 2nd was the first time you explicitly mentioned addiction and requested self-exclusion?
• After that date, were you still able to log in, deposit, and continue playing without any restrictions?
• Have you received any formal response from the casino acknowledging or processing your self-exclusion request?
• Could you please confirm if all communication was sent from your registered email address linked to your casino account?

Based on what you’ve shared so far, this case may involve a potential failure to act on a self-exclusion request, which is taken very seriously. However, we will need a complete timeline and supporting evidence to proceed further.

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

Could you please confirm whether your request on February 2nd was the first time you explicitly mentioned addiction and requested self-exclusion?

Yes. I will email you directly with the message chain.

After that date, were you still able to log in, deposit, and continue playing without any restrictions?

Yes. They also sent unsolicited bonuses and actively tried to get me to continue playing.

Have you received any formal response from the casino acknowledging or processing your self-exclusion request?

Finally, after CCing someone from your team, they confirmed my account was closed. This was only two days ago.

Could you please confirm if all communication was sent from your registered email address linked to your casino account?

Yes. Everything from the same gmail you have on file.

Hey there - just wondering if there’s an update or if there’s any other documentation I can provide to assist the investigation.

Hoping for an update. I've done some investigation, and it appears Casino Guru operates under an Anjouan gaming license.

Under the Anjouan license requirements, operators are obligated to respect self-exclusion immediately upon request. This is not optional; it is a crucial player protection measure designed to protect vulnerable customers.

I clearly stated I had an addiction, but could not have my account closed. Instead, I was sent unsolicited bonuses to entice me to continue gambling. This cant be legal?

Dear thnksfrtht,

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, Matej (matej.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.

Hello thnksfrtht, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Crowngreen Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Thank you for your message.

Following a thorough review of the player’s account and communication history, we would like to clarify the following:

• The first instance where the player explicitly mentioned addiction and requested self-exclusion was on April 13th (transcript of the conversation is attached).
• Prior to this date, no emails or communications were received from the player containing such a request or indicating gambling addiction.
• On the same day (April 13th), the account was promptly closed in accordance with our Responsible Gambling procedures, and it has not been reopened since.

We would also like to emphasize that we have been acting strictly in line with Responsible Gambling policies at all times.

Before the closure, the player was offered standard responsible gaming tools, including setting limits and temporary restrictions, which are commonly provided as supportive measures.

Regarding the claim about an earlier request (February 2nd), we kindly ask for clear evidence or full email communication logs where such a statement was explicitly made. At this stage, no such records are available on our side.

Additionally, based on our chat history, the player’s previous interactions were primarily related to withdrawal processing inquiries and requests to expedite payouts, with no mention of self-exclusion or addiction.

We remain fully transparent and cooperative and will be happy to review any additional evidence provided.

Kind regards,

CrownGreen Casino

Hello Matej - thank you for helping here.

I had forwarded the entire message thread from Feb 2nd to Petrolena (there were several messages before they eventually responded). If you don’t have that, please let me know. I’m more than happy to provide anything you need and everything I have.

Dear Crowngreen Casino, thank you for the provided evidence.

From the conversation it is visible that a player who clearly stated gambling addiction and requested account closure, has been guided towards bonuses, perks and only temporary account freezes. As in previous cases, here as well Caasino guru considers this to be against player safety rules.

Also, the player has provided us with the original e-mail chain requesting 6 months exclusion due to addiction from 2nd February 2026, to which the support team responded, asking him to reconsider. This means the request has been received by the support team and should have been actioned. The ticket ID is: hd. 1770296446163.5gy7zc.fe1fcfe9 as you most likely know.

If the proper procedure has been followed, the player's account should have been closed until 2nd August 2026, with possibly being extended to indefinite period of time.

For the purposes of this complaint, I would like to ask you to permanently close this player's account, with no option for reopening, and blacklisting his credentials to prevent re-registering, as well as ceasing any and all marketing communication towards him via e-mail and/or phone. Please let me know once this is done.

Lastly, I would like to ask if you could send me player's cashier history showing both deposits and withdrawals between 2nd February 2026 until the acount closure to matej.l@casino.guru. Thank yo uvery much.

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 Matej,

Thank you for your reply!

We would like to inform you that we have contacted you via email.

We look forward to your feedback!

Best Regards,

Crowngreen Team

Can I have visibility on what the email is about? Not sure why I'm not able to see your response.

Thank you for the message, Crowngreen Casino, much appreciated. I have responded to it just now.

Dear thnksfrtht, the casino has shared your despoit and withdrawal history with me, from the time period since your initial self-exclusion request has been acknowledged on 2nd February, until the account closure. After deducting the withdrawals from your deposits, by our player protection rules yo uare eligible for a refund of 3,111 CAD.

I have asked the casino to confirm the self-exclusion process has been finished, and also to let us know once the refund payment has been processed on their end. Please, let me know if you have any further questions or issues, so we can address them in the meantime. Thank you.

Can I have visibility into the deposits and withdrawals they are showing? I’d love to cross reference what they show versus what I can also show through my transaction history.

thank you Matej- you are awesome.

Unfortunately, I am not allwoed to share any details confined with us by the casino, however, you can request the full transaction history from the casino, under the international GDPR laws. Hope this helps.

I have requested transaction history to cross reference their findings, but they have declined my request.

That is not surprising, giving my experience with this chain of casinos. Also, they have to keep your records for tax/AML purposes for couple of years) so this is a blatant lie. I would recommend trying again, under the international GDPR law to request all the information they have about you, which they have to provide. I am not sure if any court of law can do anything to a company based in Comoros if they refuse, but it is worth a shot.

Tried again and still rejected. Image below.

Reason I'm looking for the transaction history is that I show approx $7500 owing after Feb 2nd (Deposits minus Withdrawals). I can forward you my records if it's helpful, and I'd love to see how they determined it was $3111.

They have processed the refund of $3111, of which I'm thankful.

Dear thnksfrtht, according to the casino's message, the refund amount was calculated as total deposits 12,361 CAD minus total withdrawals 9,250 CAD, resulting in aforementioned 3,111 CAD left to refund. Also, apparently the refund has been already processed on their end and account closure has been confirmed as of 14/04/2026.

Could you please confirm once you receive the refund, and whether you are satisfied with this outcome? Thank you very much.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear thnksfrtht,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej