AvoCasino - Das Spielerkonto bleibt nach dem Schließungsantrag geöffnet.

Dear Casino Guro Team, please help me! On January 6, 2026, I requested the closure of my account at this casino and explicitly stated in the email that I am a gambling addict. Further deposits were approved, even though, based on this statement, the account should have been immediately blocked. On January 14, 2026, I sent another email requesting closure. What can I say? The account is still open, and further payments have been accepted. These amount to €1150 during the aforementioned period, and I would like this money back. I believe this action by the casino is illegal.

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Liebes Casino Guro Team bitte helfen sie mir ! Ich habe bei diesem Casino am 6.1.26 eine Bitte um Schließung meines Kontos gebeten und ausdrücklich in der E-Mail geschrieben, das ich spielsüchtig bin. Es wurden weitere Einzahlungen genehmigt obwohl eigentlich nach dieser Aussage das Konto sofort gesperrt werden soll. Am 14.1.26 habe ich erneut eine Email geschrieben mit der Bitte um Schließung.was soll ich sagen das Konto ist immernoch auf und es wurden weitere Zahlungen entgegengenommen. Diese belaufen sich im besagten Zeitraum auf 1150 Euro und dieses Geld möchte ich gerne zurück. Das dieses von Seiten des Casinos rechtswidrig ist.

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Dear Disey68,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling section, and I found this:

Self-Exclusion

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

email: support@avocasinovip.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?

Thank you very much for your cooperation.

Best regards,

Kristina

I cannot send emails from the email address you sent me. Do you have another address I can send emails to?

Ich kann unter der Email Adresse die sie mir geschickt haben keine emails verschicken . Haben sie noch eine andere an die ich die emails schicken kann ?

Thank you very much for your reply, Disey68. Unfortunately, you entered my email address incorrectly. It ends with guru, not guro. Please try sending your emails again, this time to kristina.s@casino.guru. Thank you!

I forwarded the emails to them.

lg

Ich habe ihnen die Emails weitergeleitet.

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Hi Kristina, did the emails arrive? Best regards

Hallo Kristina , sind denn die e-Mails angekommen? Lg

Hello? Did the emails arrive? Best regards

Hallo ? Sind die Emails angekommen?LG

Dear Disey68,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Disey68, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. There is nothing more I need from you right now.

I’d like to invite a representative of AvoCasino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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

Dear Disey68,

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,

Matej