Casino Lab - L'account del giocatore rimane aperto nonostante la richiesta di chiusura.

Hello,

Although I sent a clear email to Casinolab requesting that my account be closed due to gambling addiction, my casino is still open and I deposited another €300 and, of course, lost it. This is completely unacceptable, and I find it extremely negligent on the part of the provider. I hope you can help me.

Hallo,

obwohl ich eine eindeutige Email an Casinolab geschrieben habe, das mein Konto wegen Spielsucht geschlossen werden soll, ist mein Casino immer noch geöffnet und ich habe weitere 300€ eingezahlt und natürlich verloren. Das geht überhaupt nicht und ich finde das sehr fahrlässig vom Anbieter. Ich hoffe ihr könnt mir weiterhelfen.

Dear Maja1977,

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 I can better understand the situation.

• Is your player's account still accessible?
• Could you please share with me your self-exclusion attempts and any responses you received from the casino?
• Have you tried contacting support via live chat after your initial request wasn't processed?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello Tomas,

My player account is still accessible. Live chat refers me to my email address, despite mentioning gambling addiction. So, it's not closed immediately. Absolutely nothing happens. 😒

Hallo Tomas,

mein Spielerkonto ist immer noch erreichbar. Beim Livechat wird trotz Angabe von Spielsucht auf die Email verwiesen. Es wird also nicht direkt geschlossen. Es passiert rein gar nichts 😒

Thank you very much, Maja1977, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Maja1977,

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 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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid official license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V