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Good afternoon, on March 1st I requested the casino to close my account due to gambling problems. Far from closing my account, they continued offering me bonuses to keep playing. Since then, I have lost over €9,000 and they continue to ignore my requests to close the account. I haven't even received a response to my latest requests.

Buenas tardes, el 1 de marzo solicité al casino el cierre de mi cuenta por problemas con el juego, lejos de cerrar mi cuenta continuaron ofreciéndome bonos para seguir jugando, desde entonces he perdido mas de 9000€ y continúan ignorando mis peticiones de cierre de la cuenta. De las últimas solicitudes ni siquiera obtengo respuesta.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share any follow-up communication that took place around that time between you and the casino with me for review?
• After you learned your account wasn't closed, have you contacted the casino via email or chat and asked for assistance?
• Have you asked the casino for a refund due to failed player protection? Have you received any response?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@casinolab.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Casino Lab Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, I currently have access to the account.

The communications have consisted of trying to close the account, 3 or 4 times and they have never paid attention to me, they have continued offering me bonuses or I have not received a response.

I haven't requested a refund from the casino, but I doubt they'll give me my money back. Should I?

Si, actualmente tengo acceso a la cuenta.

Las comunicaciones han sido de intentar cerrar la cuenta, 3 o 4 veces y nunca me han hecho caso, me han seguido ofreciendo bonos o no he obtenido respuesta.

No he solicitado ningún reembolso al casino, pero dudo que me vayan a reembolsar el dinero, ¿debería hacerlo?

I sent the email exactly as you told me, with the request for self-exclusion due to problems as well as the refund of all losses since that date. The casino's response the next day was to offer me €100 free for my activity on the account, ignoring my request.

I copied you on that email.

Mande el correo tal cual me dijiste, con la solicitud de autoexclusion por problemas así como el reembolso de la totalidad de las perdidas desde dicha fecha, la respuesta del casino al dia siguiente fue ofrecerme 100€ gratis por mi actividad en la cuenta, haciendo caso omiso a mi petición, ignorandola.

Te puse en copia de dicho correo.

They keep sending me promotions, ignoring my emails and closure requests; the amount in dispute has now reached €12,205.

I want my account deleted immediately and my money refunded. This casino is a scam; it doesn't respect player protection and takes advantage of players' vulnerability.

Siguen mandándome promociones, hacen caso omiso a mis correos y solicitudes de cierre, la cantidad en disputa asciende ya a 12.205€.

Quiero que eliminen mi cuenta ya y el reembolso de mi dinero. Este casino es uan estafa, no respeta la protección al jugador y se aprovecha de la vulnerabilidad de los jugadores.

After sending another email requesting a refund and account closure, they ignored me and continued sending me emails with promotions to encourage me to keep depositing.

Tras volver a mandar un correo pidiendo el reembolso y el cierre de la cuenta, hacen caso omiso y siguen mandándome correos con promociones para que siga depositando

Dear Vrossi166,

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, Michal (michal.v@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,

Tomas

Hello Vrossi166,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casino Lab,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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

Dear Vrossi166,

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,

Michal

We’ve reopened this complaint at the request of Vrossi166. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I have been informed by Vrossi166 that the "resolved button" was used by mistake, and actually, there was no refund.

Dear Casino Lab,

Could you give us your thoughts regarding this case?

The amount in dispute is €12,205

I can provide proof of payment if necessary.

La cantidad en disputa es 12.205€

Puedo demostrar y aportar todos los justificantes de pago si fuera necesario.

After sending four, five, or six emails like the last one, requesting account closure and a refund due to a breach of player protection, they finally closed my account. However, this only happened after I contacted them via chat and told them I was going to take legal action. They then closed my account and said they would get back to me, presumably regarding the refund. To this day, I still haven't received any response. I've sent them more emails asking about it, but they're not replying. This casino is a scam that only seeks to take advantage of vulnerable players, ignoring all kinds of protection measures and never processing withdrawals.

Después de mandar 4, 5 o 6 correos como el ultimo, solicitando el cierre y la devolución debido en el fallo a la protección del jugador, por fin me han cerrado la cuenta, eso sí, después de contactar con ellos por chat y decirles que iba a tomar acciones legales contra ellos, ahí si que me cerraron la cuenta ta y me dijeron que me iban a responder, supongo que al tema de la devolución, sobre el cual a dia de voy sigo sin recibir ninguna respuesta, les he escrito mas correos preguntándole al respecto, pero ya no contestan, este casino es una estafa que solo busca aprovecharse de los jugadores vulnerables, ignorando todo tipo de medidas de protección e ignorando las retiradas, las cuales nunca llegan a procesarlas.

Dear Vrossi166,

Thank you for your patience.

After a thorough review of your account, we have verified that your initial closure request was submitted on March 1st, as you mentioned.

However, our records show that throughout the process of this request, multiple offers were accepted and various bonuses and cashbacks were requested and used. For this reason, the account closure procedure was followed correctly based on that continued activity.

Please be assured that your account is now closed.

Regarding your refund request, we would like to draw your attention to the following point of our General Terms and Conditions which you accepted upon registration:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Because the funds and associated bonuses were utilized to place bets, we are unable to fulfill your request for a refund.

Kind regards,

CasinoLab Team.

Of course, because knowing I had problems with gambling, you kept offering me bonuses to keep me playing, ignoring my requests to close.

What you should have done, according to your terms and conditions regarding responsible gambling, was to delete my account on the 1st, the moment you received my email explaining my problem, but of course, you weren't interested in that, were you? You just wanted me to keep depositing and losing my money.

Claro, por que sabiendo que tenía problemas con el juego seguiais ofreciéndome bonos para que siguiera jugando, ignorando mis peticiones de cierre.

Cuando lo que deberíais de haber hecho, según vuestros términos y condiciones respecto al juego responsable, es eliminar mi cuenta el dia 1, en el momento que recibiste is mi correo electrónico comentando mi problema, pero claro, ahí no os interesaba, ¿verdad? Solo queríais que siguiera depositando y perdiendo mi dinero.

Dear Casino Lab,

Can you confirm for me when exactly the player's account was closed after their request on the 1st of March?

Dear All,

Thank you for your patience.

Please rest assured that we are working to complete the review as quickly as possible. Once the evaluation is finalized, we will contact you promptly with the outcome or any further steps that may be required.

We sincerely appreciate your patience, cooperation, and understanding during this process.

Yours sincerely,

CasinoLab Team

The account was closed on April 11th, the response was sent in ticket number (48097809)

Between March 1st (the day the closure was requested) and April 11th (the day of closure), the amount deposited was €12,205. I have proof of payment for each and every one of the deposits made; I could justify each one of them.

La cuenta se cerró el dia 11 de abril, la respuesta fue enviada en el ticket numero (48097809)

Entre el dia 1 de marzo (dia de solicitud del cierre? Y el dia 11 de abril (dia del cierre) la cantidad depositada fue de 12.205€, tengo el justificante de pago de todos y cada uno de los ingresos realizados, podria justificarlo cada uno de ellos.

These receipts also show how the casino conceals its identity, displaying a different name each time a deposit was made, never actually showing its real name.

En dichos comprobantes tambien se ve como el casino oculta su identidad, mostrando un nombre distinto cada vez que se realizaba un deposito, nunca mostraba realmente su nombre.

Dear Casino Lab,

We are waiting for your updates.

Dear Vrossi166,

Thank you very much for the confirmation from your side.

They've been stalling for two weeks now, far from giving an answer, which I think is quite clear and as simple as returning the disputed amount, since they have no justification for their failure to protect the player.

Llevan 2 semanas ya dando largas, lejos de dar una respuesta, que yo creo que esta bastante clara y es tan fácil como devolver la cantidad em disputa, ya que no tienen justificación a su fallo en la protección al jugador.

It's been a month and a half since the procedure began, and they still haven't admitted it was their mistake in player protection and are still stalling. They know it was their fault and refuse to return my money. I'm not asking for their money back, just for the money I shouldn't have been able to deposit.

Hace 1 mes y medio que se inició el procedimiento, aun no han admitido que fue un error suyo en la protección al jugador y siguen dando largas, saben que ha sido un fallo suyo y se niegan a devolverme mi dinero, no pido que me den dinero suyo, solo que me devuelvan el que no debería de haber podido depositar

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

This casino is completely untrustworthy; they don't even take responsibility for their mistakes, while they keep the money of people with gambling problems. Of course, deposits are processed instantly, there are never any problems there, but when it comes to closing the account... it's all problems.

Este casino no es para nada de fiar, no si quiera da la cara en un fallo suyo, mientras se queda con el dinero de las personas con problemas con el juego, eso sí, para depositar si que lo hacen en el mismo momento, hay nunca hay problemas, pero claro, a la hora de cerrar la cuenta....todo son problemas

Why haven't my comments been approved after 3 days?

Por que después de 3 dias aún no se han aprobado mis comentarios?

It's been two weeks since the casino's last response, in which they clarified absolutely nothing. There's only one name for this.

Hace 2 semanas de ma ultima respuesta del casino, en la que no aclaró absolutamente nada. Esto solo tiene un nombre.

Dear Michal,

We would like to inform you that we have sent an email with the necessary evidence attached for your review.

Please let us know if you have any questions or require any further information regarding these documents.

We look forward to your update.

Kind regards,

Casino Lab team.

Dear Casino Lab,

Thank you for the email. I've sent you a reply.

Dear Vrossi166,

There is an ongoing discussion with the casino. I will provide you with relevant updates as soon as there are any. Thank you for your continued patience.

Hi, I'd like to know how the talks are going, as I'm completely uninformed.

Hola, me gustaría saber como van las conversaciones ya que estoy completamente desinformado.

Hello, I would like to know something about my claim

Hola, me gustaría saber algo acerca de mi reclamación

Dear All,

Please rest assured that we are working to complete the review as quickly as possible. Once the evaluation is finalized, we will contact you promptly with the outcome or any further steps that may be required.

We sincerely appreciate your patience, cooperation, and understanding during this process.

Yours sincerely,

CasinoLab Team

This is a joke, right?

Esto ya es broma, no?

Dear Casino Lab,

I request that we make meaningful progress in the process, as I am setting a final timeframe for resolution. I believe that three weeks should have provided ample time for your review. Should there be no definitive outcome by the end of the week, I will be forced to close this complaint as unresolved. I appreciate your attention to this matter and look forward to your updates.

Dear All,

We would like to sincerely apologize for the delay in resolving your recent inquiry.

Please rest assured that our team is still thoroughly reviewing your case. We want to ensure everything is handled accurately and fairly.

We truly appreciate your patience and cooperation while we complete this review. We will reach out to you with an update as soon as possible.

Best regards,

Casinolab Team.

Dear Casino Lab,

We have been getting the same reply from you for a month already. I am setting a last timer for 3 days. If there is no resolution by the end of this period, I will be closing this complaint as unresolved.

They're already taking us for fools; they have nothing to investigate. They know perfectly well they've made a mistake—or rather, taken advantage of it. They've been going around in circles for over a month about something they know has no justification whatsoever. They're just trying to exploit the vulnerability of players like me.

Ya nos están tomando por tontos, no tienen nada que investigar, saben perfectamente que se han equivocado, bueno, mas bien aprovechado, llevan mas de 1 mes dando vueltas a algo que saben que no tiene justificación ninguna, solo buscan aprovecharse se la vulnerabilidad de jugadores como yo

To ensure everything is handled accurately and fairly, as they claim, it's very simple: you've already closed my account, which took you a great deal of effort. Now all that remains is to return the disputed amount, €12,205, which I shouldn't have had to deposit if the account closure had been processed when it was requested.

Para que todo se gestione de forma precisa y justa como dicen, es muy fácil, ya me habéis cerrado la cuenta, cosa que os ha costado muchisimo, ahora solo queda devolver la cantidad en disputa, 12.205€, que es la que no tendría que haber depositado si el cierre de la cuenta se hubiera tramitado en el momento que se solicitó.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.