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Casino reopened my permanently closed account without consent – Loss of €960 due to breach of self-exclusion

On 24/12, I explicitly requested the permanent closure of my account due to gambling problems.

The casino confirmed the closure, and I also have this request in written email form.

Despite this, two days ago I received a promotional email from the casino.

Out of shock and confusion, I logged in and discovered that my account had been reactivated without my consent or approval.

As a direct result of this serious breach of self-exclusion and responsible gambling rules, I unfortunately relapsed and lost €960 within one hour.

Let me be absolutely clear:

I requested permanent account closure

The casino acknowledged this request

The casino reopened my account without permission

The casino sent me promotional material, directly triggering my return

This led to financial harm

This behavior is unacceptable, violates responsible gambling principles, and places full responsibility on the casino.

I am formally requesting:

A full refund of €960

Written confirmation that my account is now permanently and irreversibly closed

Removal of my email from all marketing and promotional lists

I am submitting this complaint because the casino has failed to protect a self-excluded player and acted irresponsibly.

I am willing to provide email evidence of my permanent closure request if needed.

Thank you for your assistance.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me your original account closure request, along with the casino's response, and all the subsequent communication? My email address is veronika.f@casino.guru.
• Have you contacted the casino to reopen your account after you received the promotional email?
• Is your account still open, or has it been closed in the meantime?
• Have you contacted customer support, explaining that your account should not have been reopened in the first place?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika i just send you the emails and responses to your questions thank you so much

Thank you for the email. I have carefully reviewed your communication with the casino regarding the requests to close your account. However, I was unable to find any mention of gambling addiction as the reason for your closure request in the provided correspondence.

Could you please clarify when exactly you first informed the casino that you were suffering from gambling addiction and requested to be self-excluded on this basis? Kindly forward this communication, along with the confirmation that your account has been permanently blocked, to veronika.f@casino.guru.

These documents are essential for us to properly assess your case.

I just replied in your email given above thank you

Hi markar99,

After reviewing the communication you provided, we must respectfully clarify an important distinction.

While you did request a permanent account closure, we were unable to find any reference to gambling addiction, gambling problems, or a loss of control in your original message to the casino.

Under responsible gambling standards, a casino’s strict obligation to prevent account reopening applies specifically when a player clearly communicates that the closure is due to gambling addiction or gambling-related harm. In the absence of such a statement, the request is generally treated as a standard account closure rather than a self-exclusion due to addiction.

Although we understand that you personally considered it a self-exclusion, casinos are required to act based on the explicit wording provided at the time of the request. They cannot retroactively interpret intent if gambling addiction was not clearly stated.

Since there is no evidence that the casino was informed about a gambling problem prior to reopening the account, we do not find sufficient grounds to hold the casino responsible for the subsequent losses.

For this reason, we will be rejecting this complaint as unjustified.

Kind regards,

Veronika

Casino.Guru Team

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