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I had asked for my account to be closed due to gambling addiction issues… the account was reopened without my consent and I fell for it again by depositing €870.

Avevo chiesto la chiusura dell’account per problemi di dipendenza legati al gioco d’azzardo…l’account è stato riaperto senza il mio consenso e ci sono cascato di nuovo versando 870€

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Dear Tommmm,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an 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 have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem). 

• 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 jean.s@casino.guru.

Thank you very much in advance. 

Best regards,

Jean

I asked the casino to permanently close my account due to my gambling addiction. The casino said it had closed my account. After a few months, they reopened it without my consent and sent me emails with bonuses to get me back in. Unfortunately, I fell for it again and played.

Ho chiesto al casinò la chiusura definitiva dell’account a causa della mia dipendenza da gioco d’azzardo. Il casinò aveva detto di aver chiuso account. Dopo qualche mese hanno riaperto l’account senza il mio consenso e hanno inviato mail con bonus per farmi riaccedere. Purtroppo ci sono cascato di nuovo e ho giocato

Thank you very much for your reply, Tommmm. Could you please forward all relevant correspondence (account closure requests, casino's replies to the request and casino's confirmation of account closure) between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I sent you everything by email

ti ho mandato tutto via mail

In addition to sending you everything via email, I wanted to point out that despite the fact that I requested a permanent account closure in May, and they confirmed they had done so, they continue to send me promotional emails. I'm awaiting a review of the material sent to Casino Guru and I hope for a refund, given the casino's bad faith.

Oltre a mandarvi tutto via mail volevo segnalare che nonostante a maggio ho sollecitato nuovamente la richiesta di chiudere definitivamente account e comunicano di averlo fatto continuano a mandarmi mail promozionali. Attendo review del materiale inviato a casinò guru e spero in un rimborso vista la malafede del casinò

I have received your email. Thank you.

I can see here that on March 4, 2026, you asked for the permanent closure of account due to a gambling addiction.

The casino replied on the next day, March 5, 2026, with a confirmation that your account was permanently closed without any possibility of reopening.

To better understand why permanent closure was not implemented after March 5,2026, could you please clarify the following details:

• Was your account really closed on March 5? If so, when did you reopen it?
• After reopening it, when was it closed again? Did you send additional account closure requests to have it closed again?
• Did you send an email to the casino asking why they reopened your account despite stating permanent closure in a previous email?
• Did you try to reach out asking for refunds?

Any relevant communication, please send it to jean.s@casinog.guru. Thank you in advance.

In March, the account was permanently closed. Then in May, still receiving promotional emails with bonuses, I relapsed. Finding the account open, I played and deposited money again. I didn't ask for it to be reopened; they reactivated it without my consent, and by sending me promotional emails, they encouraged me to gamble, knowing about my gambling problem. In May, I asked for the account to be closed again and for an explanation of how it was reopened, but they never responded, only closing the account. Now it seems to be closed, just as it seemed to be closed in March. I'm requesting a refund because, after confirming the permanent closure of the account, they didn't do so, continuing to send me promotional emails. I've emailed you the May exchanges.

A marzo l’account è stato chiuso definitivamente. Poi a maggio ricevendo sempre mail promozionali con bonus sono ricascato e trovando l’account aperto ho giocato e versato ancora. Non ho chiesto io la riapertura sono stati loro a riattivarlo senza il mio consenso e mandandomi mail promozionali mi hanno indotto a giocare sapendo del mio problema con il gioco d’azzardo. A maggio ho chiesto nuovamente chiusura account e spiegazioni per la riapertura ma non hanno mai risposto procedendo solo a chiudere account. Adesso sembra essere chiuso ma anche a marzo sembrava essere chiuso. Chiedo il rimborso perché dopo avermi confermato chiusura dell’account definitivamente non lo hanno fatto continuando a mandarmi mail promozionalei. Ti ho mandato via mail gli scambi di maggio

Dear Tommmm

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, Kubo, (jakub.m@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,

Jean

Dear Tommmm,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BetAlice Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BetAlice Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account - previously closed due to a gambling problem in accordance with your self-exclusion policy - was reopened, allowing the player to deposit and play at your casino?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear All,

We hope you are doing well.

We would like to sincerely apologize for any misunderstanding. Please rest assured that the account has now been officially and permanently closed as requested. Communication programs associated with the account are now also closed.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Kind regards,

BetAlice Casino Team

Dear BetAlice Casino,

Thank you for your message and for confirming that the player’s account has now been permanently closed.

From our perspective, and in line with responsible gambling and self-exclusion principles, all losses incurred by the player after the account was reopened should be refunded.

Could you please provide an update on the current status of your review and confirm the expected timeframe for proceeding with the refund?

Thank you.

Dear Player,

Thank you for your patience while we conducted a thorough review of your inquiry.

We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.

Following a review of your case, we are prepared to offer you a refund of 870 EUR, as resolution to the matter.

Kindly confirm your acceptance of this offer so that we may process the refund for you.

Kind regards,

BetAlice Casino Team

I accept the €870 refund offer

Accetto l’offerta di rimborso di 870€

Dear Tommmm,

Thank you for response,

Please note that we have sent a separate, secure email requesting the necessary bank details to initiate the transaction. Once those details are provided, we will process the payment immediately.

Thank you for your patience and cooperation throughout this process. Please let us know if you have any questions.

Kind regards,

BetAlice Casino Team

I am waiting for your email which has not yet arrived to send you the payment information.

Sono in attesa della vostra mail che non è ancora arrivata per mandarvi le informazioni per il pagamento

Dear Tommmm,

Are there any updates from your side? Has the email arrived, and have you already provided the requested bank information so the refund can be processed?

Thank you.

Dear Tommmm,

We have resent the email requesting your bank details to ensure all necessary information is on file for your account transactions. Please check your inbox (and spam folder, just in case) for the message with the subject line "Regarding a Casino guru complaint''

Additionally, please be advised that we have cc'd our representative, on that correspondence. They have been looped in to monitor the process, ensure everything runs smoothly, and assist you immediately if you encounter any issues.

Please reply directly to that resent email with the requested information at your earliest convenience so we can finalize your updates without delay.

Best regards,

BetAlice Casino Team

Thank you, I received the email and replied with all the information to get the refund.

grazie ho ricevuto la mail e risposto con tutte le informazioni per avere il rimborso

Dear Tommmm,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

BetAlice Casino Team

Payment received

Pagamento ricevuto

Case closed

Caso chiuso

Dear Tommmm,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo