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Hello. This company has allowed me to open multiple accounts, despite self excluding. I have proofs for everything. I want all my net losses of the multiple accounts back. I am a gamble addict and they allowed me to open at least 7 accounts, make transactions with them (deposits/withdrawals). They were with different email but SAME mobile phone.

Also, if i Would self exclude from one account, despite the fact that i told them to not reopen it again in the future, they would proceed with reopening it.

I want you to help me get all the net losses from the multiple accounts from this site back, because they are using problematic gamble addicts for their profit and they dont care at all for the player.

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 your complaint. I’m sorry to hear about your negative experience with Casinoin.

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

• Are any of the accounts you created currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru. Could you please share the responses from the casino you received?
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@casinoin.io, 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 Casinoin 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. Multiple accounts are still accessible to me. Transactions where made as if nothing happened. I will send them all to your email right now, with all the information needed. Casino let me deposit last time yesterday, 11/05/2026. Sending you the documents and screenshots to your email. I want all the net losses from all the accounts back.

I have provided you via email with all the evidence. Im waiting for your response here.

If this issue is not resolved the way it should be, then you too are responsible for promoting over here a casino that completely ignores responsible gambling

Hello yes I confirm I send a new self exclusion request.

I also send you the screenshot here. As you can see i ask for permanent closure, then they reopen it again and im asking for cashback

Thanks for your reply and the information shared with me here and via email.

Please note that we can ask the casino for the money that was already spent, only in situations where we can conclude that the casino should have protected you in the first place. In cases where you don't inform the casino about suffering from gambling problems, we may not ask the casino to support you. Account closure requests are not a strong enough signal for us to conclude the casino should have acted to protect you. Players are expected to avoid registering multiple accounts since it's prohibited in online casinos.

• Kindly confirm that you sent a new self-exclusion request according to my earlier recommendation, and please let me know about the status of your accounts in the casino.
• Please let me know if I overlooked any information.

Looking forward to your reply.

IS THAT ENOUGH EVIDENCE NOW?

Dear reara,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru