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Dear Klaudek22,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I would like to clarify the difference between account closure and self-exclusion:

• Account closure is a simple action with almost no long-term impact. The player can reopen the account at any time, and the casino has no further obligations toward the player.
• Self-exclusion, on the other hand, does have significant consequences. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under very specific circumstances (for example, after a cooling-off period). Self-excluded accounts cannot be reopened for players with a gambling addiction or gambling-related problems.

I have reviewed the casino’s Responsible Gambling policy and found the following information:

If you know from the start that you are going to have certain gambling issues or you are afraid that you are no longer able to find a balance between how much you want to play and how much you actually can, you may choose to exclude yourself from gambling at our casino. You can activate this preventive measure by contacting our Support Service via Live Chat, available 24/7.

To proceed with your case, could you please clarify the following:

• What was the reason for closing your account?
• Did you clearly inform the casino about having a gambling problem?
• Could you please provide the exact wording of the emails or messages you sent to the casino regarding your account closure or self-exclusion?

Thank you very much in advance for your cooperation.

Best regards,

Petra

Dear Petro,

Thank you for your quick response and explanation of the differences.

My request to the casino concerned the permanent closure of my account, which in my interpretation (as a player concerned about the balance of the game) was to result in self-exclusion as understood by the casino, in accordance with the policy you cited.

In answer to your questions:

Reason for closing my account: I was afraid I would lose control of my finances and be unable to maintain a balance between gaming and reality. My request was dictated by my concern for my own financial security.

Did I clearly communicate the issue? My request to "permanently close my account" clearly expressed my intention and need to permanently disconnect from gaming. The casino ignored my request. I have an email from the VIP manager (Hank) who, the day after my request, offered me bonuses instead of closing my account.

The exact content of the message: I attached it in the previous form. Please check the screenshots of these emails. They show my request from December 16, 2025, and Hank's response from December 17, 2025. I also have screenshots of my next request, or rather, I'd even call it a demand, from December 22, 2025, and screenshots of my third self-exclusion request from January 3, 2026. I requested account closure (self-exclusion) a total of three times, but each time was ignored. After my requests, the casino encouraged me to continue playing by offering bonuses, which violates the responsible gaming regulations.

Droga Petro,

Dziękuję za szybką odpowiedź i wyjaśnienie różnic.

Moja prośba do kasyna dotyczyła permanentnego zamknięcia konta, co w mojej interpretacji (jako gracza obawiającego się o równowagę w grze) miało skutkować samowykluczeniem w rozumieniu kasyna, zgodnie z polityką, którą Pani przytoczyła.

Odpowiadając na Pani pytania:

Powód zamknięcia konta: Obawiałam się, że stracę kontrolę nad swoimi finansami i nie będę w stanie zachować równowagi między grą a rzeczywistością. Moja prośba była podyktowana troską o własne bezpieczeństwo finansowe.

Czy poinformowałam wyraźnie o problemie: Moja prośba o "permanentne zamknięcie konta" jasno wyrażała moją intencję i potrzebę ostatecznego odcięcia się od gry. Kasyno zignorowało moją intencję. Posiadam e-mail od menedżera VIP (Hank), który dzień po mojej prośbie oferował mi bonusy, zamiast zamknąć konto.

Dokładna treść wiadomości: załączyłam w poprzednim formularzu, proszę sprawdzić-zrzuty ekranu z tych wiadomości e-mail. Widać na nich moją prośbę z 16 grudnia 2025 r. oraz odpowiedź Hanka z 17 grudnia 2025. Ponadto mam jeszcze zrzuty ekranu z moją kolejną prośbą a nawet nazwałabym to żądaniem z dnia 22.12.2025r oraz zrzuty ekranu z trzecią prośbą o samo wykluczenie z dnia 03.01.2026 r. Łącznie trzykrotnie prosiłam o zamknięcie konta (samowykluczenie) jednak było to za każdym razem ignorowane i po moich prośbach byłam namawiana przez kasyno do dalszej gry poprzez oferowanie mi bonusów co łamie regulamin odpowiedzialnej gry.

I would like to adjust the dispute amount based on a thorough analysis of my bank statements (for which I have proof). Since my initial request to close my account on December 16, 2025, I have deposited a total of PLN 16,795 and withdrawn PLN 10,815. Therefore, the actual dispute amount resulting from the casino's failure to comply with its self-exclusion obligation is PLN 5,980. Please update my details in the report.

Chciałabym skorygować kwotę sporu na podstawie dokładnej analizy wyciągów bankowych (na co mam dowody). Od momentu mojej pierwszej prośby o zamknięcie konta z dnia 16.12.2025r., wpłaciłam łącznie 16 795 PLN i wypłaciłam 10 815 PLN. W związku z tym, realna kwota sporu wynikająca z niedopełnienia przez kasyno obowiązku samowykluczenia wynosi 5 980 PLN. Proszę o zaktualizowanie moich danych w zgłoszeniu.

Thank you for your reply and for providing the previous details, Klaudek22.

• Could you share any additional evidence or Withdrawal history since your request that supports your claims about the communication with customer support and the VIP manager?
• Did you document any further communications with the casino regarding your self-exclusion or account closure requests? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Klaudek22,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this. Since you didn't provide the request and your account has been closed, we cannot handle this case as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Do you wish to stop gambling online? Our self-exclusion assistance tool will help you exclude from all your online gambling accounts.

Best Regards,

Petra