ShakeBet Casino - Igrački račun je zatvoren bez obrazloženja.

In August 2025 I did permanently self exclude from Skyhills Casino due to gambling addiction. https://www.skyhills.com/

In December 2025 I have registered at Shakebet with exactly the same email and personal data, and verified my account.

I participated in a tournament and to my surprise as a prize I got 30€ Cash at Skyhills Casino (where I am still permanentely excluded)

Please see the attached Email, the Link goes to Skyhills and also the whole Layout including the Logo is from Skyhills, despite Shakebet beeing the sender.

So it is pretty obvious that Shakebet actually is Skyhills and my prior self exclusion has been ignored.

I demand to refund the deposits made at Shakebet, of course excluding paid withdrawals, which still results in 4.170 €, and permanent closure of my account.

I contacted the casino before opening this complaint, they did only close my account without any further comment but refuse to refund the deposits.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear 86Lukas, 

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

I have reviewed the casino's responsible gaming policy, and this is what I found: 

If You are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist You in avoiding anything that may harm You. "Self-Exclusion" means that You voluntarily exclude Yourself from all gambling services. This exclusion cannot be undone for a set period of time. If You wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from You.

email: support-en@shakebet.com

Please keep in mind that Self-Exclusion is permanent for the selected period and will not be undone for Your protection.

During Self-Exclusion, You are not allowed to create a new Account. Any attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in a permanent ban of Your original Account.

The Company will use reasonable efforts to enforce self-exclusion requests. However, You are solely responsible for ensuring compliance, and the Company shall not be liable for any losses or damages resulting from Your circumvention of self-exclusion measures.

Additionally, in the casino's general terms and conditions:

14.3 Due to technical necessity, all of Aqua Sphere Tech Solutions LTD brands and websites ("Aqua Sphere Tech Solutions LTD") are operated independently of each other; should you wish to effect a Self-Exclusion across all Aqua Sphere Tech Solutions LTD Brands you must do so by submitting a Self-Exclusion request via each Aqua Sphere Tech Solutions LTD Brand customer support email address, or by specifically instructing us to do so on your behalf via email sent to a Aqua Sphere Tech Solutions LTD customer support email address, which provides us with sufficient information to be able to identify your accounts across all Aqua Sphere Tech Solutions LTD Brands, following which your Self-Exclusion request will be actioned in a timely fashion for all existing Aqua Sphere Tech Solutions LTD Brands with which you have previously created an account.

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 ShakeBet Casino? 

I look forward to your reply. 

Best regards, 

Attila G.

Dear Attila,

I did not self exclude from Shakebet, I did this after I have received the Email that clearly shows that Shakebet actually is Skyhills.

If Shakebet starts a tournament, why do I get an Email from Skyhills and a 30€ Cash Prize there.

Also Skyhills is not Aqua Sphere Tech Solutions. I dont know why they obfuscate their structure so much beside its clearly the same person behind these casinos.

Thank you for your reply, 86Lukas. Although I get your point of view, we have a strict policy when it comes to addressing complaints about group self-exclusions. Unfortunately, as long as your account at Skyhills was closed upon your request, 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.