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I requested to close my account at this casino on 27/09/2025 via live chat and they directed me to send a request to their email to complete the process. I sent an email requesting to permanently close my account to the support they indicated to me but my account remains active to this day as a result of which deposits of €100 in total have been allowed and made. I want you to help me please get my money back

Αιτήθηκα κλείσιμο λογαριασμό μου στο συγκεκριμένο καζίνο στις 27/09/2025 μέσω ζωντανής συνομιλίας και με παρέπεμψαν να στείλω αίτημα στο email τους για ολοκληρωθεί η διαδικασία. Έστειλα email με αίτημα να κλείσει μόνιμα ο λογαριασμός μου στο support που μου υπέδειξαν αλλά ο λογαριασμός μου παραμένει ενεργός μέχρι και σήμερα με αποτέλεσμα να επιτρέπονται και να έχουν γίνει καταθέσεις ύψους 100€ συνολικά. Θέλω να με βοηθήσετε σας παρακαλώ να πάρω τα χρήματα μου πίσω

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Dear sotiris393,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to 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 the 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 problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

Hello, the reason I wanted to permanently close my account was that this particular casino had no refunds on its games, it seemed like a scam to me, which was ultimately proven by the fact that they refused to close my account, resulting in deposits being made in the hope of getting my money back, which turned out to be in vain.

Γειά σας, ο λόγος που ήθελα να κλείσω μόνιμα τον λογαριασμό μου ήταν ότι το συγκεκριμένο καζίνο δεν είχε καθόλου επιστροφές στα παιχνίδια του, μου φαινότανε απάτη κάτι που τελικά αποδείχθηκε από το γεγονός με την άρνηση να κλείσουν τον λογαριασμό μου με αποτέλεσμα να γίνονται καταθέσεις με την ελπίδα να πάρω τα χρήματα μου πίσω κάτι που αποδείχθηκε μάταιο.

Dear sotiris393,

thank you for your message.

I understand your desire to close your account and agree that the casino should respect your decision without resistance. However, Casino Guru's support is primarily focused on assisting players struggling with gambling addiction, as they are particularly vulnerable. While casinos, like any business, are entitled to employ persuasive tactics to retain customers, I encourage you to remain firm in your decision. It appears you possess the willpower to close your account independently. Therefore, I must close this complaint. I regret that I could not provide more direct assistance.

All the best,

Katarina