Olimp Casino - Zahtev igrača za samoisključenje se ignoriše.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share your self-exclusion requests addressed to the casino? Please share the information with timestamps if available, to my email at tomas@casino.guru If there are any responses you received from support, send them to me as well.
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you send a self-exclusion request to the casino via email support@olimp-casino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Olimp Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Hello, Tomas! 

1. Yes, my account accessible for me right now 

2. I sent all screenshots via email  

3. My last deposit was yesterday 13.05.2026

4. They declined my request

Dear Ali_kz,

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.

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,

Tomas

Dear Ali_kz,

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.

I have observed your communication with the casino concerning identity verification. Could you please let me know if you were able to send your ID, a piece of paper with the date and time, and a photograph of yourself holding your ID after they disputed your initial submission? If you have done so, I would appreciate you sharing the date on which this occurred. Thank you for your cooperation.

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

Dear Olimp Casino,

Could you please provide your comments regarding this matter?

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

Hello!

I sent photo 09.05.2026, but they rejected it, my account is still accessible for me

Ali_kz

Thank you for sharing. I have noted that with thanks. In the meantime, I would appreciate your patience as we wait to hear from the casino.

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.

At this stage, we are still attempting to establish contact with the casino through an alternative communication channel in the hope of obtaining their cooperation regarding this case.

We will allow the casino a final period of 7 days to respond before proceeding further. If we do not receive any reply within that timeframe, we may unfortunately have to close the complaint as unresolved due to the lack of cooperation.

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. In the meantime, I recommend you contact an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. These services are approved by the Gaming Authority and have better options and tools to assist players. I am sorry I could not be of more help on this occasion.

Best regards,

Munya