Koru Casino - Das Spielerkonto ist trotz Schließungsantrag weiterhin geöffnet.

Good morning.

I have been waiting for my account to be closed since December 2nd, 2025.

Unfortunately, my account remains open and I can still make deposits. I also receive daily emails with information about available bonuses for deposits. I request assistance in closing my account and, if necessary, in reclaiming my deposits.

Guten morgen.

Seit dem 02.12.2025 warte ich auf Kontoschließung.

Leider ist mein Account bis heute nicht geschlossen und ich kann schön weiter einzahlen. Ebenfalls erhalte ich täglich E-Mails mit verfügbarer Boni bei Einzahlungen. Ich bitte um Unterstützung bei der Kontoschließung und gegebenenfalls bei der Rückforderung meiner Einzahlungen.

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.

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.

• Have you received any responses from the casino to any of your requests?
• Which email address did you use to submit your self-exclusion request to the casino?
• Have you tried contacting the casino through other channels as well, for example via live chat?
• Have you passed the full KYC verification at this casino?

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 dear Veronika.

The only response I received to a bonus inquiry was via [email protected] I received this. They communicated with me here. That's why I also used this for self-exclusion. Of course, no one reacted to it. In the live chat, I was referred to support via email. When I told live support that no one was responding, they simply told me that an account cannot be closed in the live chat and that I should wait for an email from support. The employee saw that my email had been received and told me to wait for a reply. I haven't verified my account yet. But as I said, no one is responding to my request to close the account...

Hallo liebe Veronika.

Die einzige Antwort auf eine Bonusnachfrage habe ich über [email protected] erhalten. Hier hat man mit mir kommuniziert. Aus diesem Grund habe ich auch diese für den Selbstausschuss genommen. hierauf reagiert Natürlich niemand. Im Livechat verwies man mich an den Support via Mail. Als ich den Live Support mitgeteilt habe, dass dort niemand reagiert, sagte man mir nur, dass ein Account nicht im Livechat geschlossen werden kann und dass ich auf eine Mail vom Support warten soll. Die Mitarbeiterin hat gesehen, dass meine Mail eingegangen ist und ich solle auf eine Antwort warten. Verifiziert habe ich mich noch nicht. Aber wie gesagt, auf meine Forderung zur Kontoschließung reagiert keiner....

And deposited another €500....

Und erneut 500€ eingezahlt....

And I deposited another €400. We're now at €6160. And I can still deposit more...

Und erneut 400€ eingezahlt. Mittlerweile sind wir bei 6160€. Und immernoch kann ich einzahlen...

And another €270... We're already at €6430!

Und erneut 270€... Sind wir schon bei 6430!

And I deposited another €50 yesterday.

So, €6480.

When I go to the casino website today, I can log in, but I can no longer play or deposit funds. Then I get the message: Your account has been temporarily deactivated.

Und gestern noch einmal 50€ eingezahlt.

Also 6480€.

Wenn ich heute auf die Casinoseite gehe, kann ich mich zwar einloggen, aber nicht mehr spielen oder einzahlen. Dann kommt der Vermerk: Ihr Konto wurde vorübergehend deaktiviert.

So. Now my account is closed... But there's been absolutely no contact from the casino.

So. Jetzt ist mein Account geschlossen.... Aber null Kontaktaufnahme durch das Casino

My account is finally completely closed now...

Jetzt endlich ist mein Account komplett geschlossen...

Please forward me the full, uncropped original emails between you and the casino, starting from December 2, to [email protected]. We need to review the exact timeline of your requests and the casino's responses. Thank you for your cooperation.

Good morning, dear Veronika.

I just forwarded 15 emails.

Regards

Guten Morgen liebe Veronika.

Ich habe soeben 15 Mails weitergeleitet.

Lg

Thank you for your emails. Could you please specify which email address of the casino you used for the initial account closure request from December 2? Also, which email address you used for your further emails to which you have not received a reply? The email conversations you sent me do not show the address of the recipient, and it makes the investigation more difficult.

I received a single reply to this email address on December 3rd.

Hier, also mit dieser Mail-Adresse , wurde mir auch einmalig am 3.12 geantwortet

Hello Kora76,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kora76

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 ([email protected]). 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,

Veronika

Hello Kora76, 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.

I’d like to invite a representative of Koru Casino 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 [email protected].

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you for your message. We would like to confirm that we have sent you a detailed email with the full correspondence and our explanations regarding this case for your review.

I would like to thank the casino for provided evidence. I have replied to the message.

Dear Kora76, while waiting for the casino's answer, could you please send me (matej.l@casino guru) a message with your self-exclusion e-mails from 2nd December and 8th December as attachments? Not screenshots or "forwarding" the message, please add each e-mail as an attachment to the message.

Then, could you please send me a screen recording showing these two e-mails being in your mailbox in the "Sent e-mails" folder? Thank you very much.

Hi Matej, if I'm supposed to attach the emails (but not as screenshots), and not as forwards... how then?

Best regards

Hallo Matej, wenn ich die E-Mails als Anhang versehenden soll (aber nicht als Screenshot), und auch nicht als Weiterleitung... Wie dann?

Liebe Grüße

Dear Kora76, that depends on what do you use for e-mail. If it's Microsoft Outlook, just "pop-up" the e-mail you will be sending me, then navigate to your send box and simply drag and drop the original e-mails as attachments. As far as I know, nowadays even the browser mailboxes should work similarly.

Another option is to drag and drop the messages onto the desktop, then attach them to the message. In case of mobile phones, I believe there should be an option for add the message as attachment, but then again - all depends on what system do you use. If you let me know, I can try to look up some simple guide.

Hey Matej. I sent you an email...

Regards

Hey Matej. Habe dir eine E-Mail gesendet...

Lg

On January 15, 2026, I requested information from the casino in accordance with Article 15 of the GDPR. Unfortunately, I have not yet received this information.

Am 15.01.26 bat ich das Casino um eine Auskunftserteilung nach Art. 15 DSGVO. Diese habe ich leider auch noch nicht erhalten...

Dear Kora76, I have received all the 23 e-mails you have sent me, unfortunately none of them contains what I needed. As I mentioned before, I needed the original sent message attached to the e-mail as a file, since screenshots and forwarded messages are nearly impossible to prove as valid.

Right now, I am waiting for a response from Koru Casino, and afterwards hopefully we can find a solution for this situation.

While waiting, could you please send an official self-exclusion request with my e-mail ([email protected]) copied to it? Here is the template:

---------------------------------------------

Email subject: Self-exclusion

Player’s info

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Koru Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a lifetime.

The reason for my decision is my gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

---------------------------------------------

Please send another email to [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. Thank you in advance.

There's still a message from the self-committee under "sent" from December 8th... But I think I already sent it to you...

It can't be that since December 2nd, 2025, starting at 8:48 PM, I've been sending daily emails demanding the immediate, permanent, and irrevocable closure of my account, and they even respond by saying they accept my request but won't close my account. I even sent you this message from the VIP team saying this ("we naturally accept your decision")... which means my email did get through!

I would also gladly forward you the data information, including chat history and payment details, if the casino would provide me with the requested data, but unfortunately no one is responding here....

Am 08.12. befindet sich unter "gesendet" noch eine Nachricht vom Selbstausschuss... Aber die habe ich dir wohl schon geschickt...

es kann aber doch nicht sein, dass ich seit dem 02.12.25, erstmals um 20.48h, täglich E-Mails schicke, in denen ich um sofortige , dauerhafte und unwiderrufliche Kontoschließung auffordere, man sogar darauf reagiert, in dem man mir schreibt, dass man meine Meinung akzeptiert, aber meinen Account doch nicht schliesst. Diese Nachricht, in der das VIP Team dies schreibt (wir akzeptieren natürlich deine Entscheidung) habe ich dir doch auch geschickt .... Das heißt, das meine Mail doch dort angekommen ist!

Ebenfalls würde ich dir gerne die Datenauskunft samt Chatverlauf und Zahlungen weiterleiten, wenn mir das Casino die angeforderten Daten zukommen lassen würde, aber leider reagiert hier keiner....

Hello Matej,

We have already replied to your email and requested some additional clarifications from your side to proceed with the review. Once we receive the requested information, we will continue processing the case and provide an update here. Thank you for your cooperation.

Is this all just a time-wasting ploy? 🤔

Ist das alles Zeitschinderei?🤔

Dear Koru Casino, the response has been sent, alongside with the messages in question as attachment. Thank you.