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Hi guys need abit of help here crypto casino I’ve lost a fair amount on are ignoring my emails and when on live chat telling me to email but none of the 2 will ban my account so when I’m paid I know it’s there and as an addicted gambler I’m going on and losing week in week out large sums off money , I have proof of emails they ignore my messages about closing the account they always offer me large bonuses to obviously enhance me back in and it obviously works to there favour do I have any sort of case to get even a percentage of the money back as I’ve clearly wrote a handful of emails saying to ban me any help would be appreciated. They have now blocked me from live chat not replying to my emails my account is still live and able to deposit it’s a absolute disgrace I’ve a lot more photos to show you just won’t let me upload them

Dear Mikebarry12, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Do I understand correctly that your account is still open? Would you be so kind as to forward me the account closure requests that you sent to the casino, together with their responses? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

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 the email addresses provided in your complaint thread.

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

Hey Nat thanks a lot for the reply I will email all across very soon I’ll have to through them all, they have now closed it due to my posts they said I only asked for it to be closed down once then they did (couple days ago) which is pure lies I will show you all my sent emails to them and them ignoring them all, then sending me bonus codes. They are laughable to say the least!

Dear Mikebarry12, thank you. I will wait for your emails. So far, I haven't received anything, so please let me know once you forward your self-exclusion requests to natalia.b@casino.guru.

Could you please also specify if you made deposits after your self-exclusion requests? And if yes, then how many? I'd appreciate it if you could specify the exact dates.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mikebarry12,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia