liability waiver and reopening of a closed account

Hi guys,

I do have an active complaint about this, but since it is taking some time to resolve, I would like to ask for your opinion.

On August 11, 2026, I requested the permanent closure of my account at Allyspin Casino due to my gambling addiction. The casino confirmed my request and permanently closed the account.

The issue is what happened afterward. I have been struggling with gambling addiction for the past six years. Just a few days later, on August 19, 2026, I contacted Allyspin and asked to reopen my account. They asked me to accept a liability waiver. I did not physically sign anything; I only had to confirm that I accepted the waiver by entering my full name and date of birth. Within a few minutes of doing so, my account was reopened.

Unfortunately, after the account was reopened, I deposited a significant amount of money and lost it all, making my financial situation even worse.

I am now seeking a refund, but I am unsure whether that is realistic. I also do not know whether the casino believes it acted correctly or whether it acknowledges that reopening the account may have been a mistake. That is why I would like to hear your opinion as well.

Personally, I believe the casino should not have reopened my account, even though I accepted the liability waiver. Many other reputable casinos refuse all requests to reopen accounts that were closed due to gambling addiction and clearly state that such closures are permanent under all circumstances.

So my question is: What do you think? Do I have a reasonable chance of obtaining a refund or reaching a favorable resolution, or is that unlikely because I accepted the liability waiver before the account was reopened?

Hi, and thanks for explaining the situation so clearly.

From a responsible gambling perspective, I do think this is something that deserves to be properly investigated.

There is an important difference between simply asking for an account to be closed and clearly requesting permanent closure because of a gambling addiction. According to what you've described, you explicitly told AllySpin about your gambling problem on August 11, the casino accepted the request and permanently closed your account, but then allowed you to reopen it only eight days later after accepting a liability waiver.

Personally, I wouldn't consider the existence of that waiver alone enough for us to simply dismiss the situation. The important question is whether an account that had already been permanently closed specifically because of a disclosed gambling addiction should have been reopened at all, and what weight such a waiver should have in those circumstances.

At the same time, I don't want to predict the outcome or tell you that a refund is guaranteed. Our complaint team will need to look at the original self-exclusion request, the casino's confirmation that the account was permanently closed, the reopening process and waiver, and the deposits and losses that occurred afterwards.

Since you already have an active complaint with us, I think the best thing now is to let the complaint team continue investigating it rather than trying to reach a conclusion here on the forum.

But based on the timeline you've described, I certainly understand why you're questioning the casino's decision to reopen the account, and I think waiting for the outcome of the complaint makes sense.

I hope the situation can be properly clarified and resolved.

Thank you for your explanation, Jaroslav.

Based on the facts I presented, it seems that you believe my account should not have been reopened, even without seeing the evidence. I hope I understood correctly that you share my opinion that this should never have happened, even with the liability waiver in place.

The evidence will be reviewed by the Casino Guru mediators, and everything happened exactly as I described. Your answer gives me hope that Casino Guru will help me with this case and perhaps convince the casino to refund my losses and finally close my account permanently.

This is a very difficult situation with online casinos. It is practically impossible to exclude yourself from every single casino, and when casinos with a good safety rating reopen an account after a player has clearly stated they suffer from gambling addiction, it makes the situation even worse and much harder to manage.

Thank you for giving me some hope regarding my case.

I would also like to ask if you have any suggestions on how I can better deal with my gambling addiction. I have tried multiple gambling blockers, including the one you promote. It is very good and covers almost every casino, but the problem is that once it is activated, it can also be deactivated quite easily.

Thanks for your reply. I just want to clarify one important point, because I don't want my previous message to give you more hope than I can realistically promise.

I wasn't saying that we have already concluded that AllySpin definitely acted incorrectly by reopening your account, or that you are therefore entitled to a refund. We haven't reviewed all the evidence here on the forum, and I certainly don't want to prejudge the complaint team's decision.

What I meant is that the sequence you've described is relevant and deserves proper investigation: you say that the account was permanently closed specifically because you disclosed a gambling addiction, and then it was reopened only eight days later after you accepted a liability waiver. The complaint team will need to look at the evidence, the exact wording of the original self-exclusion, the reopening process and the waiver before reaching any conclusion.

So please don't take my previous reply as a promise that we will convince the casino to refund your losses. I do think you were right to open the complaint, but now it's important to let the mediators examine everything objectively.

Regarding your gambling problem, I also understand what you mean about blockers. Unfortunately, relying on only one barrier can sometimes be insufficient, especially if you know how to disable or bypass it.

I would therefore try to create several barriers at the same time rather than relying on one tool. For example, use permanent or long-term self-exclusion wherever possible, use a gambling blocker on every device you have access to, and consider letting someone you trust control passwords or administrator settings so that disabling the protection isn't something you can do impulsively.

It may also be worth speaking to your bank or payment providers about gambling transaction blocks and lowering card or transfer limits. Removing saved payment methods and making money less immediately accessible can add another layer of protection.

If your country has a national or licence-wide self-exclusion system, I would use that as well. Our Self-Exclusion Assistance Tool can also help you work through excluding yourself from existing gambling accounts.

Most importantly, though, blocking access only deals with the opportunity to gamble. It doesn't really address the underlying addiction. Since you've been struggling with this for several years, I would strongly encourage you to also speak with a professional gambling-support service or counsellor. Combining professional support with financial controls, self-exclusion and blocking software is usually much stronger than relying on any one of those measures alone.

And if one particular blocker is too easy for you to disable, don't treat that as the end of the road. The goal is to make gambling progressively harder to access from several different directions, especially during those moments when the urge is strongest.