Overload Casino - Zatvaranje igračkog naloga dovodi do neodgovorenih nedoumica.

I’m writing to complain about Overload Casino (owned by Infiniza Limited, MGA license). I have serious gambling problems and need help sorting this out.

Here’s what happened:

• I permanently self-excluded myself from Mount Gold Casino (also Infiniza Limited) some time ago because of my addiction. I got confirmation from them that the account was closed forever.

• But even with that, I was able to sign up and play at Overload Casino (same company). I deposited around €1,007 in a very short time – lots of deposits close together, several on the same day (like 6+ on 28 Feb 2026). It was obvious I had completely lost control, but Overload never contacted me, no warnings, no limits suggested, nothing.

• When I finally realized how bad it was, I emailed them on 2 March 2026 asking to close the account immediately due to gambling addiction. They closed it the same day, which was good, but when I followed up asking for a goodwill refund or at least a review of the losses (because they should have stopped me earlier), I haven’t heard anything back. It’s been several days now (last email was after their initial reply on 2 March).

The main issues for me:

1. Why doesn’t self-exclusion work across their group? I excluded on Mount Gold but could still play on Overload – same owner, same license. That shouldn’t be possible if they care about player protection.

2. No proactive help from them despite my crazy deposit pattern – that’s a clear responsible gaming red flag, but nothing happened.

3. They ignore my follow-up on refund/compensation, even though I explained my situation honestly.

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Stay safe.

Dear justmee, 

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

I have reviewed the Responsible Gaming Policy, and this is what I found: 

Permanent Self-Exclusion/Account Closure

Any player can request us to permanently close their Overload Casino account by talking to our support team via chat or email. This decision cannot be reversed, and we ask that you withdraw any remaining funds before taking this action.

If you have accounts at any of our sister brands, we recommend you let our support team know, and they can close these for you too. Likewise, we advise you to close any other gambling accounts you hold with other operators. And remove yourself from any environment in which gambling is promoted (for example, following gambling brands on social media).

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms. 

To proceed further, could you please confirm whether you specifically requested a self-exclusion from Overload Casino?

I look forward to your reply. 

Best regards, 

Attila

I requested a self-exclusion at overload casino

jag begärde en självavstängning på overload casino

Dear justmee,

Thank you for clarifying. Could you please forward your original self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.

Thank you for your patience and cooperation.

Dear justmee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear justmee, thank you for your reply and for the additional information.

Based on the information I was able to review, you submitted a self-exclusion request from Overload Casino on March 2, 2026, and your account was closed on that same day. We believe this is a reasonable timeframe for processing such requests. We understand your perspective regarding previous self-exclusions from other casinos within the same group. However, please note that we adhere to a strict policy when handling complaints related to group self-exclusions. Self-excluding from one casino does not necessarily guarantee protection across all associated platforms. Regrettably, since your account was closed following your request at Overload Casino, there is not much we can do.

Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.