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I had an account with the address I requested closure due to my addiction problem, and I let them know. I reopened another one with the same information, and they didn't give me any problems. I asked for reimbursement for what I lost, and they denied it. They've failed to comply, and that's illegal.

Tenia una cuenta con la dirección fuenfuen29@gmail.com, solicité el cierre por mi problema de adicción y así se lo hice saber. Reabrí otra cn los mismos datos y no me pusieron incovenientes, les pido el reembolso de lo perdido y me lo deniegan. Han incumplido y eso es ilegal

Dear Santititi,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue regarding the account closure and subsequent losses at the casino.

We have reviewed the communication you forwarded, and based on the screenshot, it appears that you requested the closure of your account due to problems with the game. However, this type of request does not qualify as a formal self-exclusion due to a gambling problem. Casinos typically require a clear and explicit self-exclusion request for responsible gambling measures to be properly activated.

To help us understand your case more thoroughly, could you please clarify the following:

• When exactly did you request the closure of your original account, and what was the full message you sent to the casino?
• Did the casino ever confirm that your account was permanently self-excluded or closed due to gambling addiction?
• When did you create the new account, and did you use the same personal details (name, email, address)?
• Were you presented with or did you accept any responsible gambling tools or limitations during either registration?

If you have any additional email communication or screenshots that show the context of your closure request or account activity, please forward them 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I requested account closure on March 2nd, asking to be banned due to addiction issues, and they immediately closed it without any response. I created the new account " ", with the same data and they did not raise any objections.

No, I wasn't offered anything related to responsible gaming tools or limitations. I'm sending you a screenshot of the account closure.

Solicité el cierre de la cuenta el 2 de Marzo, pidiéndole que me excluyeran por problemas de adicción y directamente me la cerraron sin ninguna contestación. Cree la nueva cuenta " fuensantillav@hotmail.com", con los mismos datos y no pusieron inconvenientes.

No no me ofrecieron nada relacionado con herramientas ni limitaciones de juego responsable. Le mando captura del cierre de la cuenta

Hi,

Thank you for your reply and for the additional details.

To move forward with your case, we kindly ask you to confirm that both accounts were registered using the same personal information — including your full name, date of birth and address. This will help us verify whether the casino should have detected the creation of a second account after the closure request.

Thank you in advance.

Hello, yes, they were created with the same information and the same documents they asked me to verify both accounts, which were my ID and proof of address. They didn't raise any issues. It's illegal because I have a problem and have lost a lot of money.

Hola sí, fueron creadas con los mismos datos y con los mismos documentos que me pidieron para verificar ambas cuentas, que fueron DNI y justificación del DOMICILIO. No pusieron inconvenientes. Es ilegal ya que tengo un problema y he perdido mucho dinero.

Hello,

Thank you very much for confirming that both accounts were created with the same personal details and verified with the same documents — this is very helpful for our review.

Could you please do the following to help us move forward:

• Forward the original email you sent to the casino when you requested the closure of your first account (not just a screenshot, but the full original email if possible).
• Let us know if you received any confirmation email or response from the casino confirming that your account was permanently closed or self-excluded due to your gambling addiction.

Having this information will help us understand whether the casino followed the proper procedure for responsible gambling requests and how they handled your case.

You can send the original email and any confirmations you may have to petronela.k@casino.guru.

Thank you in advance for your cooperation.

Hello, I have already sent it to your email from I look forward to your help, thank you very much.

Hola ya se lo he enviado a su correo desde fuenfuen29@gmail.com. Espero su ayuda, muchas gracias

Dear Santititi,

Thank you very much for your reply and for sending the information by email.

Could I kindly ask you once again to forward the original email you sent to the casino when you requested the closure of your first account — not just a screenshot?

Having the original email (with the full message, headers, and exact date) is important because it serves as stronger evidence when we discuss your case with the casino. It clearly shows exactly what you wrote, when you sent it, and how the casino should have handled your request.

Please forward it directly to petronela.k@casino.guru if you still have it in your sent folder.

Thank you so much for your cooperation and understanding — it really helps us push your case forward in the best possible way.

I have already sent it to you from the address . thank you so much

Ya se lo he enviado desde la dirección fuenfuen29@gmail.com. muchas gracias

Dear Santititi,

Thank you very much for your reply and for sending the screenshots. I really appreciate your effort so far.

However, I kindly need to ask you one last time to forward the original email itself, not just a screenshot of it. A forwarded email includes all the technical details we need (like the exact sending date and full headers) — this is much stronger evidence when we speak with the casino about your case. Screenshots alone don’t provide this level of proof.

How to do it in Gmail:

1. Open your Gmail account and go to your Sent folder.
2. Find the original email you sent to the casino asking to close your first account.
3. Open that email, click the three dots in the top-right corner, and select Forward.
4. In the "To" field, enter petronela.k@casino.guru.
5. Click Send.

This is really important and will help us defend your position properly — without the original forwarded email, our chances to help you are very limited.

This is the last call for this step, so please send it as soon as possible if you still have it.

Thank you so much for your understanding and cooperation.

Hi, I've already sent it to you. I don't know what else to do.

Hola, ya se lo he mandado. No sé qué hacer más.

Hi,

Thank you so much for your patience and for staying with me on this — I know this is a bit technical, but it’s very important.

Here’s exactly how to send the original email as an attachment if you use Gmail:

✅ Option 1 — Forward it as an attached email:

1. Open Gmail and go to your Sent folder.
2. Find the original email you sent to the casino.
3. In your inbox, click Compose to open a new email.
4. Then drag and drop the original email from your Sent folder into the new email window — it will appear as an attached file (.eml).
5. In the "To" field, enter petronela.k@casino.guru, write a short note if you wish, and click Send.

✅ Option 2 — Download it and attach it:

1. Open the original email in your Sent folder.
2. Click the three dots (More) and select Download message (or Show original → then Download Original).
3. Save the file on your computer.
4. Compose a new email to petronela.k@casino.guru and attach the saved file.
5. Click Send.

👉 Why this is so important:

This attached email shows exactly where, when, and what you sent — it’s the only way we can prove to the casino that you really requested the account closure correctly. Screenshots don’t have this technical information.

This is the final step — please help me with this so I can fight for your case properly.

Thank you so much for your cooperation and trust.

I've already sent it again, I don't know why so many times. I requested the closure of both accounts.

Ya se lo he vuelto a mandar, no sé porqué tantas veces. Solicité el cierre de ambas cuentas.

Dear Santititi,

Thank you for your continued responses and for your efforts to cooperate throughout the process.

Unfortunately, after multiple requests, we have still not received the original email you claim to have sent to the casino requesting the closure of your account due to gambling addiction. While we received a screenshot and a forwarded message, neither of these included a valid email header or the casino’s address — and therefore cannot be accepted as sufficient evidence.

Without this confirmation, we are unable to verify whether the casino was properly informed of your self-exclusion request, which is essential for us to support your complaint.

As no verifiable supporting evidence has been provided despite several follow-ups, we must respectfully close and reject this complaint.

Thank you for your understanding, and we wish you all the best going forward.

Best regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru