Cazino Stars Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

I've been trying to close my account for months. I've sent numerous emails, even with notes about gambling addiction, but there's been no response. On the contrary, they keep adding 10€ bonuses to encourage me to play again. I've lost at least 5000 in the last 3 months. Please help me.

Versuche seit Monaten mein Konto zu schließen. Habe zig Emails gesendet auch mit Hinweis auf Spielsucht ,keine Reaktion im Gegenteil immer wieder 10€ Bonusse hinzugefügt damit ich wieder spiele. Hab on den letzten3 Monaten mindestens 5000verloren.Bitte helfen sie mir.

Dear Kati09, 

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

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I have forwarded screenshots to the specified email

Habe screenshots an die angegebene Email weitergeleitet

Thank you very much, Kati09, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Account still open and bonuses, I sent another email today regarding account closure.

Konto immer noch offen und Boni hab heute wieder eine Mail geschickt zwecks Kontoschließung.

Hello Kati09,

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 Cazino Stars Casino,

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

Dear Kati09 and CasinoGuru,

Thank you for reaching out and expressing your concerns. We deeply apologize for any inconvenience this situation has caused.

Upon reviewing the account activity, we noted that various offers and bonuses had been requested and utilized, leading to the automatic cancellation of the closure request by our system. Additionally, our records indicate that Kati09 was active in our chat today, asking for a free bonus and inquiring about depositing with Paysafe. During the chat, Kati09 was asked if she was experiencing addiction and if she would like us to close her account, but the chat was closed without a response.

To address these concerns seriously, we have temporarily closed the account while we clarify the situation. We are committed to ensuring a safe and responsible gaming environment, and the well-being of our users is our top priority.

Thank you for your understanding and cooperation.

Best regards, Cazino Stars

It's a disgrace. I wasn't asked if I was addicted to gambling! The fact that I wanted to close my account countless times by email and had said so was obviously forgotten. Now that I've contacted you, it's suddenly working. And what about my money, which you were happy to take despite knowing??

Eine Frechheit ich wurde nicht gefragt ob ich spielsüchtig sei!!!!Das ich zig mal vorher per Mail mein Konto schließen wollte und das angegeben hab das wurde wohl vergessen.Jetzt nachdem ich mich hier an Sie gewendet habe da klappt das auf einmal. Und was ist mit meinem Geld was sie trotz Wissen sehr gerne genommen haben??

Dear Kati09 and CasinoGuru,

Thank you for expressing your concerns. We deeply apologize for any inconvenience this has caused.

After reviewing the account activity, we observed that various offers and bonuses were requested and used, which led to the automatic cancellation of the closure request by our system. We also noted that Kati09 was active in our chat, requesting a free bonus and inquiring about Paysafe deposits.

During the chat, we asked if there was an addiction issue and if the account should be closed, but the chat ended without a response.

We take these matters seriously and have closed the account. Our commitment is to ensure a safe and responsible gaming environment for all our users.

Thank you for your understanding.

You have already documented that above, what do you want now? The fact is that I have asked for the account to be closed countless times, even saying that I am addicted to gambling, but there was no response! On the contrary, bonuses were given without me asking. Every other casino closes the account immediately if you say you are addicted to gambling, but there is no response from you. On the contrary, and I will repeat myself again, you have been very happy to accept my deposits and you have never asked me about your addiction to gambling. And that is a fact!

Das haben Sie doch oben schon dokumentiert,nochmals was wollen Sie jetzt. Fakt ist das ich zig mal um Schließen des Kontos gebeten habe auch mit der Aussage das ich spielsüchtig bin darauf kam keine Reaktion!! Im Gegenteil es wurden immer weiter Boni gegeben ohne das ich gefragt habe..Jedes !!! Andere Casino schließt bei Angabe von Spielsucht sofort das Konto,bei Ihnen keine Reaktion..Im Gegenteil und da wiederhole ich mich auch nochmal,sie haben meine Einzahlungen sehr gerne angenommen niemals wurde ich auf Spielsucht angesprochen Ihrerseits.Und das ist Fakt!

I looked through my emails again to the 20 where I asked for the account to be closed in July, citing my gambling addiction!! NO reply, no reaction from you. I can prove this, I only received emails when a bonus was added to my account.

Ich habe nochmals meine Mails durchsucht an die 20 wo ich um schließen des Kontos gebeten habe im Juli mit Verweis auf meine Spielsucht !! KEINE Antwort keinerlei Reaktion Ihrerseits. Das kann ich belegen,ich hab nur Mails bekommen wenn meinem Konto ein Bonus hinzugefügt wurde.

Dear Crazino Stars Casino,

Do I understand correctly that you have received and acknowledged a request for self-exclusion from the player, citing gambling addiction? And, based on the player's activity, the self-exclusion process was stopped? Could you explain this situation in more detail?

Dear Kati09 and CasinoGuru,

We understand your request to close the account and the reasons behind it. As part of our commitment to responsible gaming, we take account closures due to addiction seriously. However, to consider closing your account on these grounds, we require supporting documentation that verifies any claims of gambling addiction. Unfortunately, we have not received any such certification from you.

Additionally, our records indicate that during recent interactions via chat, you expressed interest in receiving bonuses, which contradicts a genuine desire for account closure due to addiction concerns.

We understand that gambling losses can be difficult, but our terms and conditions specify that we are not able to reverse or refund balances based on post-play losses. Our responsibility is to provide a fair gaming experience, and, in line with these guidelines, we have maintained your account accordingly.

If you have further questions or would like additional resources for managing your gaming habits responsibly, we’re here to help.

THEY don't take anything seriously and make everything up the way they want it. I have never been asked by them to show any proof and they have never responded to any email from me asking to close my account, not even the one in July saying that I am addicted to gambling. No response, no restrictions, nothing. I even said in the chat that I am addicted to gambling and I was told that there was nothing that could be done and that I should send an email about what I did in July. I will be happy to send you the screenshot. Yes, and I played, I wanted to win back my losses, that's what happens with gambling addiction, and they were always happy to give me bonuses so that I could play. That's the truth, and the last time I asked for bonuses I had already lost. Only death is free, and you don't get anything from them without having paid in beforehand. They are ice cold, they don't care about human fates, that's what I read here, and admitting mistakes doesn't seem to be their strength either. The main thing is that their account balance is correct....

I will keep fighting and won't let them do this to me!!! Their statements and lies are contemptuous.

SIE nehmen überhaupt nichts Ernst und legen sich alles so zurecht wie sie es gerne hätten.Ich bin niemals von ihnen aufgefordert worden irgend einen Beleg vorzuzeigen sie haben auch niemals auf irgendeine Mail meinerseits auf Schließung des Kontos reagiert auch nich auf die im Juli mit der Aussage das ich spielsüchtig bin keine Reaktion ,keine Beschränkung nichts .Ich habe sogar im Chat gesagt das ich spielsüchtig bin und da wurde mir gesagt das man da nichts tun könnte und ich soll eine Mail schicken was ich im Juli getan habe ich sende ihnen gerne den Screenshot. Ja und ich habe gespielt wollte ja meine Verluste wiedergewinnen das ist so bei spielsucht und sie haben mir ja auch gerne immer wieder Boni zur Verfügung gestellt damit ich spielen kann .Das ist die reine Wahrheit und das letzte mal als ich nach Boni gefragt habe hatte ich auch vorher verloren.Umsonst ist nur der Tod und ohne vorher eingezahlt zu haben bekommt man bei ihnen nichts.Sie sind eiskalt menschliche Schicksale interessieren sie nicht das lese ich hierraus und sich Fehler einzugestehen scheint auch nicht ihre Stärke zu sein.Hauptsache ihr Kontostand stimmt....

Ich Kämpfe weiter lasse sowas nicht mit mir machen!!! Menschenverachtend ihre Aussagen und Lügen.

Dear Cazino Stars Casino,

Thank you for the provided explanation. I would like to mention that self-exclusion due to a gambling problem is a very serious issue because the players often lose control over their actions and are not thinking rationally. Informing the casino about a potential gambling problem is an important part of the self-exclusion process and we at Casino.Guru believe that if a player has a gambling problem and informs the casino about it, their account should be permanently closed without the possibility of reopening. Gambling addiction has an impulsive character, which means that it is completely normal for the players who are suffering from it to request self-exclusion in one minute, and then ask for a bonus moments later. That is why it is crucial for casinos to do the self-exclusion process as quickly and effectively as possible, so the players won't keep depositing and playing. It is also worth noting that it is an important step for the players to admit their addiction and inform the casino about it.

The self-exclusion request should have been honored in this case and the player's account should have been permanently closed.

I would like to ask you if we understood the situation correctly or if there is any other information as to why was the player with a gambling problem ignored while requesting self-exclusion.

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.

Dear Casino.Guru,

Thank you for reaching out.

At Cazino Stars, we place a high priority on responsible gambling and the well-being of our players. We understand the gravity of self-exclusion requests due to gambling problems and acknowledge the importance of promptly addressing such situations.

We have reviewed the case in question and would like to provide some clarity. During our examination, it became apparent that the initial communication from the player did not explicitly mention a gambling problem or a request for self-exclusion. The player's initial contact was regarding a bonus inquiry, and no indication of a gambling issue was communicated to our support team at that time.

Our policy is to immediately action any self-exclusion requests and ensure the permanent closure of the player's account upon receipt of such a request. We deeply regret any misunderstanding or miscommunication that may have occurred in this instance. We have since contacted the player to offer support and to finalize the self-exclusion process without delay.

We take gambling addiction and the measures necessary to address it very seriously. We continuously strive to enhance our processes to better support our players and prevent these issues from occurring in the future.

Should you require any further information or have any additional questions regarding this matter, please do not hesitate to reach out. We are committed to resolving this in the best possible manner for all parties involved.

Sincerely, Cazino Stars.

I am speechless and have read your reply twice. What did you check and which contact are we talking about here? I have constantly tried to contact you by email and chat about closing my account!! I will be happy to send you the dozens of emails. I also asked for my account to be closed in July, citing my gambling addiction, but you didn't respond. I can also send you this email again. So don't act like you're taking this issue seriously. That is simply a lie. On the contrary, when I didn't play every day, I was often credited with bonuses so that I could get into the casino. I won't say what the intention behind this was. And of course when I played and lost, I asked for a bonus. The fact is that I informed you about my gambling addiction in the summer and you didn't respond!! I'm financially at the end of my rope and have lost more than €5000 with you.

Ich bin gerade sprachlos und hab mir ihre Antwort 2x durchgelesen,was haben sie geprüft und von welchen Kontakt sprechen wir hier??Ich habe permanent versucht mit ihnen bezüglich der Schließung des Kontos mit Ihnen Kontakt per Mail und auch im Chat aufgenommen!!Ich sende Ihnen gerne die zig Mails zu.Auch habe ich bereits im Juli um eine Schließung meines Kontos mit der Aussage meiner Spielsucht gebeten ,worauf keinerlei Reaktion ihrerseits kam.Auch Diese Mail kann ich Ihnen gerne nochmals schicken. Also tun Sie nicht so als würden sie dieses Thema ernst nehmen. Das ist schlicht und einfach gelogen.Im Gegenteil wenn man nicht jeden Tag gespielt hat wurde mir öfters Boni gutgeschrieben damit man ins Casino kam welche Absicht dahinter stand lass ich mal offen.Und natürlich wenn ich dann gespielt habe und verloren habe hab ich nach einem Bonus gefragt.Fakt ist das sie im Sommer von mir über meine Spielsucht informiert wurden uns nicht darauf reagiert haben!! Ich bin finanziell am Ende und hab mehr als 5000€bei ihnen verloren.

Dear Kati09,

I truly understand your frustration and I appreciate your patience up until now.

Dear Crazino Stars Casino,

The player claims you have never replied to her emails. Can you comment on this fact? If you disagree, can you post the proof that you replied here in the thread?

Dear Casino Guru,

We appreciate your assistance in addressing this complaint. We would like to clarify the situation regarding the player's claim that we have not replied to her emails.

Attached, you will find a screenshot of our last chat with the user, dated 29 October 2024, in which we addressed her issue with Paysafecard. The user reported that she was unable to make a deposit despite having credit. Our representative responded promptly, informing the user of our serious consideration of the situation and asking for clarification on her intentions, as follows:

Chat Transcript (29 October 2024):

User (Kati09): Hello, why is Paysafecard not working again? Now I have credit and can't make a deposit. Support: I would love to help you, Kathrin, but you have lodged a complaint on Casino Guru. How should we understand this? Are you suddenly no longer addicted to gambling? Do you want to continue playing or should we delete your account? This is a very serious situation for us, so we are taking it very seriously.

The user logged out of the chat without responding. We take such matters seriously and are committed to ensuring that all players have a positive experience with our services. We remain open to resolving any further issues the player may have.

Thank you for your understanding and support.

Funny that you only refer to our last contact and not to the numerous emails in which I asked for the account to be closed and the email in July where I informed them about my gambling addiction! Regarding the last contact, I left the chat when I was told that I had complained to Casino Guru, so I can't 100% confirm what you're posting here in the chat. Furthermore, I find it really cheeky that you haven't mentioned a word about the previous 30 emails in which I asked for the account to be closed or the one in which I mentioned my gambling addiction (that was in July). You're trying to make a fool of me here, but I see you as the ones who didn't address my problem. On the contrary, you kept crediting me with bonuses when I hadn't been to the casino for a while. Strangely, I also got an information email or text message. That is the truth and nothing but the truth. Your casino is not to be recommended in any way!!! You can see that they are not meeting my needs in any way and are trying to accuse me of incorrect behavior and act as if they were not at fault. Sorry, that's not acceptable!

Witzig das sie nur auf unseren letzten Kontakt Bezug nehmen und nicht auf die zahlreichen Mails in denen ich um Schließung des Kontos gebeten habe und die Mail im Juli wo ich sie über die Spielsucht informiert habe !Zum letzten Kontakt da habe ich den Chat verlassen als mir gesagt wurde das ich mich bei Casino Guru beschwert habe ,von daher kann ich das was sie hier als Chat posten nicht zu 100% bestätigen.Weiterhin finde ich es echt eine Frechheit das sie auf die vorherigen Mails an die 30 wo ich um Schließung des Kontos gebeten habe und auch die wo ich meine Spielsucht erwähnt habe (das war im Juli) mit keinem Wort erwähnen .Sie versuchen mich hier vorzuführen dabei sehe ich Sie als die an die nicht auf mein Problem eingegangen sind.Im Gegenteil nochmal Sie haben immer wieder wenn ich länger nicht im Casino war mir Bonusse gutgeschrieben komischerweise hab ich da auch eine Infomail oder SmS bekommen.Das ist die Wahrheit und nichts als die Wahrheit Ihr Casino ist in keinerlei Hinsicht zu empfehlen!!! Das sieht man das sie mir hier auch in keinen Schritt entgegenkommen und versuchen mir hier unkorrektes Verhalten vorwerfen wollen und so tun als träfe sie keinerlei Schuld..Sorry geht gar nicht!!

Dear Crazino Stars Casino,

Do I understand correctly that you state you never received any emails mentioning gambling addiction from the player?

Dear Casino.Guru

Upon reviewing our communication records with the player, we did not find any emails specifically mentioning gambling addiction. However, we did find several closure requests from the user.

These requests were automatically annulled by our system, as the user subsequently utilized and requested various bonuses.

If you need any further information or clarification, please let us know.

Sincerely, Cazino Stars.

Luckily I didn't delete it, you're welcome.

Hab sie zum Glück nicht gelöscht ,bitte schön.

After that I sent about 30 more emails asking for my account to be closed, but I didn't get any response. I can't list them all here. Of course I checked and played from time to time because I could always log in and they gave me bonuses. But I was never contacted about my emails or gambling addiction.

Danach noch ca.30 Mails mit Bitte um Schließung meines Kontos gesendet mit keinerlei Reaktion kann ich alle hier auflisten.Sicher hab ich dann immer wieder mal geschaut und auch gespielt da ich mich ja immer einloggen konnte und sie mir auch Boni gegeben haben.Aber ich wurde niemals auf meine Mails oder Spielsucht angeschrieben .

Dear Casino.Guru,

Thank you for bringing this to our attention.

We have reviewed our records and could not find the specific email mentioned by the user. As previously discussed, we did identify several closure requests from the user. Our system is designed to automatically annul closure requests if the user subsequently deposits and receives various bonuses.

Regarding the issue of gambling addiction, once this concern was brought to our attention, we immediately sought to clarify the situation through our chat service. We have already provided a screenshot from the chat where this was addressed. Following the identification of the addiction issue, the user's account was promptly closed.

If you require any further information or clarification, please do not hesitate to contact us.

Best regards, Cazino Stars.

Why are you sending the same email as yesterday and constantly lying, suddenly my email is not known?? And you didn't respond to my email where I asked for closure and also mentioned my gambling addiction back in July!!!!! See the screenshot I uploaded.

Warum senden sie nochmal die gleiche Mail wie gestern und ständig die Lügen,auf einmal ist meine Email nicht bekannt?? Und reagiert haben sie auch nicht auf meine Mail wo ich um Schließung gebeten habe und auch auf meine Spielsucht erwähnt habe bereits im Juli !!!!! Siehe Screenshot den ich hochgeladen habe.

Dear Kati09,

Did you inform the casino of your gambling problem on more than one occasion? Meaning, did you specifically mention gambling addiction more times than in the email from the 31st of July?

2x by email and in chat

2x per Mail und im Chat

Dear Kati09,

I apologize, could you send me the emails where you mention gambling addiction again? Please, send everything to michal.v@casino.guru.

Dear Kati09,

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.

I sent it again by email

Hab sie nochmal gesendet per Email

Did you receive the email?

Haben Sie die Email erhalten?

Dear Everyone,

I apologize for the delay; the investigation is taking longer than expected.

Dear Kati09,

Could you please confirm the email address from which you sent the message on July 31st?

Dear Cazino Stars Casino,

Am I correct in understanding that while the player submitted multiple account closure requests, the issue of gambling addiction was first mentioned to you in this complaint?