TOTO Casino - Spelarens konto har stängts igen.

Hello, I would like to file a complaint about toto.l casino. In 2015 and 2021, I had my account blocked from Toto casino due to a very serious gambling addiction. At the time, I indicated that I never wished to use Toto's services again. To my surprise, I managed to register again (after some alcoholic drinks) with the same email address as the previous two times. Result --> +/- 3k loss. (Reregistered on August 23, 2025) I then filed a complaint with them, but they claim they comply with their rules. I wonder if the Gaming Authority's regulations state the same. Hence my complaint/question: is this in accordance with fair rules? I believe that customers deserve full protection.

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with TOTO Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Did you reopen your old self-excluded account or create a new one?  
• Do you have any documentation or evidence that supports your claim about informing the casino about your gambling addiction? 
• Please forward your previous self-exclusion requests and communication with the casino to natalia.b@casino.guru.

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

Best regards,

Natalia

• Did you reopen your old self-excluded account or create a new one?   I create a new one with the same email adress that i also used i the past. (The one where I did a self-exclusion)
• Do you have any documentation or evidence that supports your claim about informing the casino about your gambling addiction? No, but i'm sure i blocked myself because of gambling issues! 100%
• Please forward your previous self-exclusion requests and communication with the casino to natalia.b@casino.guru. I don't have, but like i said.. I'm sure i asked for a self-exclusion

Dear player, thank you for your reply. I understand your position. However, in order to proceed with your case, we need to have documentation or evidence that confirms you explicitly informed the casino about your gambling addiction or requested a self-exclusion.

Without such evidence (such as copies of previous self-exclusion requests, emails, or chat transcripts), we cannot verify your claim. This proof is essential because it demonstrates that the casino was made aware of your gambling problems and had a duty to act accordingly.

Unfortunately, without supporting documentation, we are unable to move your complaint forward.

Hello,

I found the email with my request!

I already send it to you 4 minutes ago.

If you need more please ask me!

Kind regards,

Joost ****

Dear player, can you please kindly forward it as an attachment?

How to forward an email as an attachment in Gmail:

1. Open Gmail on your computer (this option is not available in the Gmail mobile app).
2. Go to your Inbox (or the folder where the email is stored).
3. Select the email(s) you want to forward by checking the small box next to them.
4. Click the three dots (⋮) in the top-right corner of the inbox toolbar.
5. Choose "Forward as attachment."
6. A new email window will open with the selected message(s) attached as .eml files.
7. Enter the recipient’s email address (natalia.b@casino.guru) and add any notes if needed.
8. Click Send.

How come? I did forward you the email in question, didn’t I?

Dear player, I'm kindly asking you to forward the email as an attachment. I'm sorry for any inconvenience.

Dear FlyingDutchman83,

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,
Natalia
Casino.Guru