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

Good morning.

I have been waiting for my account to be closed since December 2nd, 2025.

Unfortunately, my account remains open and I can still make deposits. I also receive daily emails with information about available bonuses for deposits. I request assistance in closing my account and, if necessary, in reclaiming my deposits.

Guten morgen.

Seit dem 02.12.2025 warte ich auf Kontoschließung.

Leider ist mein Account bis heute nicht geschlossen und ich kann schön weiter einzahlen. Ebenfalls erhalte ich täglich E-Mails mit verfügbarer Boni bei Einzahlungen. Ich bitte um Unterstützung bei der Kontoschließung und gegebenenfalls bei der Rückforderung meiner Einzahlungen.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any responses from the casino to any of your requests?
• Which email address did you use to submit your self-exclusion request to the casino?
• Have you tried contacting the casino through other channels as well, for example via live chat?
• Have you passed the full KYC verification at this casino?

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

Best regards

Veronika

Hello dear Veronika.

The only response I received to a bonus inquiry was via [email protected] I received this. They communicated with me here. That's why I also used this for self-exclusion. Of course, no one reacted to it. In the live chat, I was referred to support via email. When I told live support that no one was responding, they simply told me that an account cannot be closed in the live chat and that I should wait for an email from support. The employee saw that my email had been received and told me to wait for a reply. I haven't verified my account yet. But as I said, no one is responding to my request to close the account...

Hallo liebe Veronika.

Die einzige Antwort auf eine Bonusnachfrage habe ich über [email protected] erhalten. Hier hat man mit mir kommuniziert. Aus diesem Grund habe ich auch diese für den Selbstausschuss genommen. hierauf reagiert Natürlich niemand. Im Livechat verwies man mich an den Support via Mail. Als ich den Live Support mitgeteilt habe, dass dort niemand reagiert, sagte man mir nur, dass ein Account nicht im Livechat geschlossen werden kann und dass ich auf eine Mail vom Support warten soll. Die Mitarbeiterin hat gesehen, dass meine Mail eingegangen ist und ich solle auf eine Antwort warten. Verifiziert habe ich mich noch nicht. Aber wie gesagt, auf meine Forderung zur Kontoschließung reagiert keiner....

And deposited another €500....

Und erneut 500€ eingezahlt....

And I deposited another €400. We're now at €6160. And I can still deposit more...

Und erneut 400€ eingezahlt. Mittlerweile sind wir bei 6160€. Und immernoch kann ich einzahlen...

And another €270... We're already at €6430!

Und erneut 270€... Sind wir schon bei 6430!

And I deposited another €50 yesterday.

So, €6480.

When I go to the casino website today, I can log in, but I can no longer play or deposit funds. Then I get the message: Your account has been temporarily deactivated.

Und gestern noch einmal 50€ eingezahlt.

Also 6480€.

Wenn ich heute auf die Casinoseite gehe, kann ich mich zwar einloggen, aber nicht mehr spielen oder einzahlen. Dann kommt der Vermerk: Ihr Konto wurde vorübergehend deaktiviert.

So. Now my account is closed... But there's been absolutely no contact from the casino.

So. Jetzt ist mein Account geschlossen.... Aber null Kontaktaufnahme durch das Casino

My account is finally completely closed now...

Jetzt endlich ist mein Account komplett geschlossen...

Please forward me the full, uncropped original emails between you and the casino, starting from December 2, to [email protected]. We need to review the exact timeline of your requests and the casino's responses. Thank you for your cooperation.

Good morning, dear Veronika.

I just forwarded 15 emails.

Regards

Guten Morgen liebe Veronika.

Ich habe soeben 15 Mails weitergeleitet.

Lg

Thank you for your emails. Could you please specify which email address of the casino you used for the initial account closure request from December 2? Also, which email address you used for your further emails to which you have not received a reply? The email conversations you sent me do not show the address of the recipient, and it makes the investigation more difficult.

I received a single reply to this email address on December 3rd.

Hier, also mit dieser Mail-Adresse , wurde mir auch einmalig am 3.12 geantwortet

Hello Kora76,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kora76

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, Matej ([email protected]). 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,

Veronika

Hello Kora76, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Koru Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you for your message. We would like to confirm that we have sent you a detailed email with the full correspondence and our explanations regarding this case for your review.

I would like to thank the casino for provided evidence. I have replied to the message.

Dear Kora76, while waiting for the casino's answer, could you please send me (matej.l@casino guru) a message with your self-exclusion e-mails from 2nd December and 8th December as attachments? Not screenshots or "forwarding" the message, please add each e-mail as an attachment to the message.

Then, could you please send me a screen recording showing these two e-mails being in your mailbox in the "Sent e-mails" folder? Thank you very much.

Hi Matej, if I'm supposed to attach the emails (but not as screenshots), and not as forwards... how then?

Best regards

Hallo Matej, wenn ich die E-Mails als Anhang versehenden soll (aber nicht als Screenshot), und auch nicht als Weiterleitung... Wie dann?

Liebe Grüße

Dear Kora76, that depends on what do you use for e-mail. If it's Microsoft Outlook, just "pop-up" the e-mail you will be sending me, then navigate to your send box and simply drag and drop the original e-mails as attachments. As far as I know, nowadays even the browser mailboxes should work similarly.

Another option is to drag and drop the messages onto the desktop, then attach them to the message. In case of mobile phones, I believe there should be an option for add the message as attachment, but then again - all depends on what system do you use. If you let me know, I can try to look up some simple guide.

Hey Matej. I sent you an email...

Regards

Hey Matej. Habe dir eine E-Mail gesendet...

Lg

On January 15, 2026, I requested information from the casino in accordance with Article 15 of the GDPR. Unfortunately, I have not yet received this information.

Am 15.01.26 bat ich das Casino um eine Auskunftserteilung nach Art. 15 DSGVO. Diese habe ich leider auch noch nicht erhalten...

Dear Kora76, I have received all the 23 e-mails you have sent me, unfortunately none of them contains what I needed. As I mentioned before, I needed the original sent message attached to the e-mail as a file, since screenshots and forwarded messages are nearly impossible to prove as valid.

Right now, I am waiting for a response from Koru Casino, and afterwards hopefully we can find a solution for this situation.

While waiting, could you please send an official self-exclusion request with my e-mail ([email protected]) copied to it? Here is the template:

---------------------------------------------

Email subject: Self-exclusion

Player’s info

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Koru Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a lifetime.

The reason for my decision is my gambling addiction.

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."

---------------------------------------------

Please send another email to [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. Thank you in advance.

There's still a message from the self-committee under "sent" from December 8th... But I think I already sent it to you...

It can't be that since December 2nd, 2025, starting at 8:48 PM, I've been sending daily emails demanding the immediate, permanent, and irrevocable closure of my account, and they even respond by saying they accept my request but won't close my account. I even sent you this message from the VIP team saying this ("we naturally accept your decision")... which means my email did get through!

I would also gladly forward you the data information, including chat history and payment details, if the casino would provide me with the requested data, but unfortunately no one is responding here....

Am 08.12. befindet sich unter "gesendet" noch eine Nachricht vom Selbstausschuss... Aber die habe ich dir wohl schon geschickt...

es kann aber doch nicht sein, dass ich seit dem 02.12.25, erstmals um 20.48h, täglich E-Mails schicke, in denen ich um sofortige , dauerhafte und unwiderrufliche Kontoschließung auffordere, man sogar darauf reagiert, in dem man mir schreibt, dass man meine Meinung akzeptiert, aber meinen Account doch nicht schliesst. Diese Nachricht, in der das VIP Team dies schreibt (wir akzeptieren natürlich deine Entscheidung) habe ich dir doch auch geschickt .... Das heißt, das meine Mail doch dort angekommen ist!

Ebenfalls würde ich dir gerne die Datenauskunft samt Chatverlauf und Zahlungen weiterleiten, wenn mir das Casino die angeforderten Daten zukommen lassen würde, aber leider reagiert hier keiner....

Hello Matej,

We have already replied to your email and requested some additional clarifications from your side to proceed with the review. Once we receive the requested information, we will continue processing the case and provide an update here. Thank you for your cooperation.

Is this all just a time-wasting ploy? 🤔

Ist das alles Zeitschinderei?🤔

Dear Koru Casino, the response has been sent, alongside with the messages in question as attachment. Thank you.

Dear Matej,

Thank you for sharing the forwarded messages with us. We have replied to your email with additional clarifications regarding this case. We look forward to your feedback so we can proceed further.

I would also appreciate some brief feedback on the bone structure...

Überbein kurzen Feedback würde ich mich auch mal freuen.....

Dear Kora76, to keep you up to date: with the help of the casino representative, we are currently putting together a timeline of the messages and conversations between yourself and the VIP manager/support team. Once we get a clear picture, we will be able to determine the best outcome and the next steps towards the resolution of this complaint.

As I have mentioned in my last e-mail to you, if you could send me an e-mail you have sent to the casino on 2nd December 2025 regarding the account closure as an attachment, that would be very helpful. In case you can't do it, a screenshot of the said message in its full extent, and directly from your sent mailbox, would suffice. Thank you for your cooperation.

Update: I have got an e-mail from the player, and responded to the last message from the casino representative. I will post further updates when I get the response.

Good morning everyone. I understand that everything needs to be checked, but shouldn't a solution have been found by now after almost two months?

Guten Morgen zusammen. Ich verstehe, dass alles geprüft werden muss, aber sollte man nach jetzt knapp 2 Monaten nicht mal eine Lösung finden?

I understand your frustration, as this case has been going on for some time now. Believe me, I am trying my best to get it resolved as soon as possible, because it will be for the best for you and the casino staff as well. Since you do not have all the necessary evidence, and are unable to send me messages as attachments, I had to ask the casino representative to extract the data from the casino database, which can take some time. But I can assure you, that the casino is also keen on bringing this matter to an end, so I am hopeful it will not take long.

Dear Matej, that wasn't a criticism! 😉 I would also like to have all the data the casino has about me, including payment and chat histories, but unfortunately my request is being ignored. 🤷🏼‍♀️

Lieber Matej. Das war kein Vorwurf!😉 Gerne hätte ich ebenfalls alle Daten, die das Casino über mich hat, inclusive Zahlungs-und Chatverläufe, aber leider wird meine Anfrage ignoriert 🤷🏼‍♀️

Hello everyone. Since nothing has happened here since then, and the casino only sent me the payments but no chat logs, I've tried to summarize the communication based on my emails (only the emails related to the account closure)....

December 2nd, 9:07 AM: Please close my account immediately, permanently, and irrevocably. I am a gambling addict!

02.12 21.35h Xander VIP

Hello XXX, first of all, I would like to sincerely thank you for your continued loyalty and the great appreciation you show for our humble service. Your loyalty means the world to us.

I am pleased to inform you that your 10% Gold Cashback has been successfully credited to your account.

At the same time, I sincerely apologize for any inconvenience caused – these were technical difficulties which we have since resolved. Please be assured that we are always striving to prevent such incidents and to continuously improve our service.

December 3rd, 0:17: Me: Request for immediate, permanent, and irrevocable account closure. Thank you.

December 3rd, 9:33 PM Xander VIP: Of course, I fully respect your decision – but may I politely ask: Is there any way I can change your mind?

My goal is for you to feel valued and supported here. If there's anything I can improve or offer to make things easier for you, I would be very happy to hear about it.

I look forward to hearing your opinion whenever you are ready to share it.

December 3rd, 0:17: Me: Please close my account immediately, permanently, and irrevocably. Thank you.

December 4th, 8:13 AM, me: Good morning. My account is still open. Please close it.

December 4th, 11:09 AM: Me: Would you please close my account now? It's a shame that a VIP manager is so hard to reach and takes so long to reply!

December 4th, 11:42 AM: Me: Would you please finally close my account!!

What's the point of being a VIP member if no one responds?!

4.12 17.43: Xander VIP: Thank you for your messages and please excuse the delayed response.

I know how important it is to find the right solution – that's exactly why we have prepared something very special for you.

December 4th, 9:13 PM: Me: You haven't offered me a solution. Therefore, please close my account immediately, permanently, and irrevocably!

December 5th, 1:09 AM: Xander VIP: I would like to inform you that if your account is closed, you will lose all your privileges regarding exclusive bonuses and rewards, and all your previously earned points and achievements will be lost. I don't believe that's worthwhile for such a good player as yourself.

December 5th, 3:09 AM: Me: Please close the account. Thank you.

December 5th, 3:54 PM: Xander VIP: I'm very sorry to hear that you've decided to close your account 😔. You've been with us for a long time and have proven yourself to be an honest and dedicated player. To be honest, I would hate to lose such a valuable player like yourself.

December 8th, 10:19 PM, me: Dear Ladies and Gentlemen,

I demand that you immediately and permanently close my account. I am a gambling addict!

December 10th, 7:47 AM: Good morning. I'm still waiting for my account to be permanently and irrevocably closed! I'm a gaming addict!!!

10.12 23.29h me: Unfortunately, I'm still waiting for a response!

December 11, 5:15 PM, me: Dear Korucasino Team.

It's a shame that there's zero communication with customers or former customers....

It would be nice if you could refund me in response to my email.

Thank you.

December 12, 21:05: Xander VIP: We would like to emphasize that it is solely the player's responsibility to comply with the gambling laws of their respective jurisdiction before engaging in any activities on our platform.

By registering an account on our website, you expressly confirm that you have reviewed and accepted our casino's Terms and Conditions. This agreement underlines your understanding and acceptance of the duties and responsibilities associated with using our services.

We trust that you will understand and respect these terms and conditions, as they are fundamental to maintaining a transparent and fair gaming experience.

Thank you for your attention to this topic.

Hallo zusammen. Da sich hier leider nichts mehr tut, mir das Casino nur die Zahlungen hat zukommen lassen, aber keinerlei Chatverläufe, habe ich versucht, anhand meiner Mails die Kommunikation zusammen zu fassen (nur die Mails, die mit der Kontoschließung zu tun hatten)....

2.12. 09.07 ich: Bitte schließen Sie sofort, dauerhaft und unwiderruflich meinen Account. Ich bin Spielsüchtig!

02.12 21.35h Xander VIP

Hallo XXX, zunächst möchte ich Ihnen von Herzen für Ihre andauernde Treue und die große Wertschätzung danken, die Sie unserem bescheidenen Service entgegenbringen. Ihre Loyalität bedeutet uns unglaublich viel.

Ich freue mich, Ihnen mitteilen zu können, dass Ihr 10% Gold Cashback erfolgreich auf Ihr Konto gutgeschrieben wurde.

Gleichzeitig entschuldige ich mich aufrichtig für die entstandenen Unannehmlichkeiten - es handelte sich um technische Schwierigkeiten, die wir inzwischen behoben haben. Bitte seien Sie versichert, dass wir stets bemüht sind, solche Vorkommnisse zu vermeiden und unseren Service kontinuierlich zu verbessern.

03.12. 0.17: ich: Bitte um sofortige dauerhafte und unwiderrufliche Kontoschließung. Vielen Dank

03.12. 21.33h Xander VIP: Selbstverständlich respektiere ich Ihre Entscheidung voll und ganz – darf ich Sie aber höflich fragen: Kann ich Sie irgendwie umstimmen?

Mein Ziel ist es, dass Sie sich hier wertgeschätzt und unterstützt fühlen. Wenn ich etwas verbessern oder anbieten kann, um Ihnen die Situation zu erleichtern, würde ich mich sehr freuen, davon zu hören.

Ich freue mich auf Ihre Meinung, wann immer Sie bereit sind, sie mitzuteilen.

03.12. 0.17h: ich: Bitte um sofortige dauerhafte und unwiderrufliche Kontoschließung. Vielen Dank

4.12. 8.13h ich: Guten morgen. Mein Account ist immernoch geöffnet. Bitte schließen Sie ihn.

4.12. 11.09h: ich: Würden Sie jetzt bitte meinen Account schließen! Schade dass ein VIP Manager so schwer zu erreichen ist und sehr lange braucht, um zu antworten!

04.12. 11.42h: ich: Würdet ihr jetzt bitte endlich Mal meinen Account schließen!!

Wofür ist man VIP Mitglied wenn keiner reagiert!!

4.12 17.43: Xander VIP: Vielen Dank für Ihre Nachrichten und bitte entschuldigen Sie die verspätete Antwort.

Ich weiß, wie wichtig es ist, die richtige Lösung zu finden – genau deshalb haben wir etwas ganz Besonderes für Sie vorbereitet.

4.12. 21.13 ich: Eine Lösung haben sie mir nicht geboten. Bitte schließen Sie also umgehend, dauerhaft unwiderruflich meinen Account!

5.12. 1.09h: Xander VIP: Ich möchte darauf hinweisen, dass Sie im Falle einer Kontoschließung alle Ihre Privilegien in Bezug auf exklusive Boni und Belohnungen verlieren und alle Ihre bisher erzielten Punkte und Erfolge verloren gehen. Ich glaube nicht, dass sich das für einen so guten Spieler wie Sie lohnt.

5.12. 3.09h: ich: Bitte Kontoschließung. Danke

5.12. 15.54h: Xander VIP: Es tut mir sehr leid zu hören, dass Sie sich entschieden haben, Ihr Konto zu schließen 😔. Sie sind schon lange bei uns und haben sich als ehrlicher und engagierter Spieler bewiesen. Ehrlich gesagt würde ich einen so wertvollen Spieler wie Sie nur ungern verlieren.

8.12. 22.19h ich: Sehr geehrte Damen und Herren,

ich fordere Sie auf, meinen Account umgehend dauerhaft und unwiderruflich zu schließen. Ich bin Spielsüchtig!

10.12 7.47 ich: Guten morgen. Ich warte immer noch darauf, dass mein Account dauerhaft und unwiderruflich geschlossen wird! Ich bin Spielsüchtig!!!

10.12 23.29h ich: Leider warte ich immer noch auf eine Rückmeldung!

11.12. 17.15 ich: Liebes Korucasino Team.

Schade, dass es null Kommunikation mit Kunden oder ehemaligen Kunden gibt....

Es wäre schön, wenn Sie mir zu meiner Mail eine Rückzahlung geben würden.

Vielen Dank.

12.12. 21.05h: Xander VIP: Wir möchten nachdrücklich betonen, dass es allein in der Verantwortung des Spielers liegt, die Glücksspielgesetze seiner jeweiligen Gerichtsbarkeit einzuhalten, bevor er Aktivitäten auf unserer Plattform ausführt.

Mit der Registrierung eines Kontos auf unserer Website bestätigen Sie ausdrücklich, dass Sie die Allgemeinen Geschäftsbedingungen unseres Casinos geprüft und akzeptiert haben. Diese Vereinbarung unterstreicht Ihr Verständnis und Ihre Zustimmung zu den Pflichten und Verantwortlichkeiten, die mit der Nutzung unserer Dienste verbunden sind.

Wir vertrauen darauf, dass Sie diese Bestimmungen verstehen und respektieren, da sie grundlegend für die Aufrechterhaltung eines transparenten und fairen Spielerlebnisses sind.

Vielen Dank für Ihre Aufmerksamkeit zu diesem Thema.

I must also correct myself! Considering a processing time of 24 hours, during which the casino definitely read my request to close my account (since it was answered), my deposits from that point on amount to €3210 and not over €6000 as stated. I can only apologize for this.

Ebenfalls muss ich mich korrigieren! Bedenke man eine Bearbeitungszeit von 24 Stunden, in der das Casino definitiv meine Forderung auf Kontoschließung gelesen hat (da dies beantwortet wurde) , belaufen sich meine Einzahlungen ab diesem Moment auf 3210€ und nicht wie angegeben auf über 6000€. Hier kann ich mich nur entschuldigen.

Dear Korucasino Team, thank you for providing your chat logs. However, there is no mention of gambling addiction in your records for December 2nd. I don't understand this. The term "gambling addiction" first appears on your records on December 4th, and even then, my account was NOT closed. It would be great if we could finally find a solution and bring this matter to a close.

Liebes Korucasino Team. Vielen Dank für die Bereitstellung EURER Chatverläufe. Allerdings steht bei euch am 2.12. nichts von Spielsucht. Dies verstehe ich nicht. Bei euch taucht das Wort Spielsucht erstmals am 04.12. auf. Und auch daraufhin wurde mein Account NICHT geschlossen. Es wäre schön, wenn wir jetzt endlich mal eine Lösung finden würden und zum Abschluss kommen ....

Dear Matej,

We have replied to your email with additional clarifications regarding this case. Please review our response at your convenience, and let us know if anything further is required.

Thank you for the message. My response should be on its way.

Dear Kora76, to keep you updated on the current situation: The casino has no record of your self-exclusion message from 02/12 and because you can't provide the original e-mail file either, I can't use that as evidence. Instead, the message sent on 08/12 has been received by the casino and currently we are looking into the details and options for fair resolution towards both sides. I have asked last couple of questions and believe with the answers I will be able to bring this complaint to a close. I will post another update as soon as I have all the necessary information.

Hi Matej, OK. That's inexplicable to me, but understandable... Best regards

Hallo Matej, OK. Das ist für mich zwar unerklärlich, aber nachvollziehbar.... Liebe Grüße

Good morning. I hope we can continue soon and reach a conclusion...

Guten Morgen. Ich hoffe, es geht bald weiter und wir kommen zum Abschluss...

Will we find a solution today? Or will we have to wait until next week...?

Werden wir heute eine Lösung finden? Oder geht's in die nächste Woche ...?

Dear Kora76, the casino has given me all the relevant files regarding your complaint. I have double-checked it, as well as all the messages and screenshot provided by yourself. I believe I have now all the information I needed, and here is my timeline alongside the final conclusion:

Self-exclusion request 02/12/2025

There is a discrepancy between the screenshots and forwarded messages from the player and extracted conversation with the casino. While both sides confirmed these messages, casino version does not have the gambling addiction mentioned within the message. I know that casino system does not allow altering received messages and the exported file does itself not seem to be tampered with. Dear Kora76, since you no longer have the original e-mail and all I was given is a forwarded message in text format and a screenshot, I can't use this message as evidence of self-exclusion. Just to be clear - I am not saying you have added the sentence about gambling addiction at the end of this message just before forwarding it to me. My point is that without the original message file, I have no proof for the casino and it an be easily disputed and dismissed.

Self-exclusion request 08/12/2025

This request has been received by the casino, and so this is the date when self-exclusion process should have began. Unfortunately, due to the mistranslation of this message by the system, the agent has treated this as regular account closure request, and the casino acknowledged this mistake. Hopefully this complaint will serve as a good example for the future support staff training, to double-check the original message in non-English language for a possible mistranslation. Since this is first incident, we believe it was a genuine human error, and hopefully internal processes will be changed to prevent this issue repeating in the future.

Disputed amount of 6,480 EUR

First, I would like to make clear that any deposits made before or shortly after self-exlusion request are considered as non-refundable by Casino Guru. The two reasons behind this are: first, the casino needs to make couple of checks and follow procedures when excluding a player due to gambling addiction, and that requires a certain amount of time; second: to prevent unscrupulous players from misusing the self-exclusion process for "no risk betting".

On the day when the account should have been closed, there was no remaining balance, and going forward, there were no further deposits or withdrawals made until the account closure. Therefore, there is no amount for me to request for a refund on your behalf, dear Kora76.

Conclusion

The casino has made a mistake of not closing the account of a gambling addict within reasonable time. We believe this was due to technical error and the issue has been addressed. The player account is now closed, without option for reopening and all the marketing communication via e-mail and phone should cease. No balance has been voided and no further deposits were made during the time the account should has been closed. The case can be closed.

Dear Kora76, if you are OK with this resolution, you can use the "complaint resolved" button. If you are not satisfied with this outcome - or there are further issues or questions you would like me to address - please let me know. Thank you for your understanding.

Hello Matej.

Regarding my complaint... I absolutely cannot explain why my file sent on December 2nd, concerning the aforementioned gambling addiction, did not arrive, but that's how it is.

On December 8th, I self-excluded again, which, admittedly, was overlooked. Had I not sent several more emails on December 10th (my account was blocked within a few hours at this point), my account would probably still be open. However, after the overlooked self-exclude on December 8th, I was able to deposit another €1020 on February 10th. I've attached the casino's file and request a review. If the casino hadn't missed my self-exclude, which can happen, of course, I wouldn't have been able to deposit another €1020, as the casino apparently reacts promptly. I would consider a refund of this amount fair and accommodating.

Hallo Matej.

Zu meiner Beschwerde.... Warum meine gesendete Datei vom 2.12 mit erwähnter Spielsucht nicht angekommen ist, kann ich mir absolut nicht erklären, aber dann ist das so.

Am 8.12. dann der erneute Selbstausschuss, der anscheinend, wie zugegeben übersehen wurde. Hätte ich nicht erneut mehrere E-Mails am 10.12. geschickt (hier wurde mein Account innerhalb weniger Stunden gesperrt), wäre mein Account vermutlich immernoch geöffnet... Anschließend (also nach Selbstausschuss am 8.12, der übersehen wurde) konnte ich allerdings noch weitere 1020€ am 10.2.einzahlen. Die Datei des Casinos hänge ich an .. und bitte um erneute Prüfung... Hätte das Casino meinen Selbstausschuss nicht übersehen, was natürlich mal passieren kann, hätte ich nicht noch 1020€ einzahlen können, denn anscheinend reagiert das Casino schon umgehend. Eine Erstattung der Summe fänd ich fair und kulant...

Dear Kora76, 10/12 is still within the aforementioned reasonable time for closure period. Casino representative also made me aware that the account has been suspended on 11/12 and subsequently closed, so there is nothing I can request for refund.

Sorry. This is incomprehensible to me, as the casino admitted to overlooking the message and they seem very responsible, closing the account within a few hours, as they did after my other emails from December 10th.

Sorry. Dies ist für mich nicht nachvollziehbar, da das Casino zugegeben hat, die Nachricht übersehen zu haben und sie scheinen sehr verantwortungsbewusst und schließen das Konto, wie es nach meinen anderen Mails vom 10.12. war, innerhalb von wenigen Stunden.

Generally, I'd like to say something. Why doesn't the casino accept a player's request? A player requests account closure. Support gets in touch, says it's a shame, asks for the reason, and informs them that all funds will be lost, but they will accept the player's request. The player just needs to confirm. They confirm, and then are ignored. The account remains open. Unfortunately, this is the case in almost all casinos, and it's simply not right and shouldn't have consequences, shouldn't it? Furthermore, the terms and conditions should explicitly state that self-exclusion is a necessary step.

I know it now, but especially at the beginning I didn't know and suffered significant losses in many casinos because my account wasn't closed despite daily emails in which I didn't mention "self-exclusion" in the subject line and my gambling addiction in the text.

Generell würde ich gerne noch etwas loswerden. Warum akzeptiert das Casino nicht den Wunsch eines Spielers? Ein Spieler fordert eine Account-Schließung. Der Support meldet sich, sagt, dass dies schade sei, fragt nach dem Grund, teilt mit, dass sämtliches Guthaben weg wäre, aber den Wunsch des Spielers akzeptieren würden. Man müsse dies nur bestätigen. Man bestätigt dies und wird anschließend ignoriert. Der Account bleibt geöffnet. Dies ist leider in fast allen Casinos so und ist doch nicht richtig und müsste doch auch mal Konsequenzen haben, oder nicht? Ebenfalls gehört in die allgemeinen Geschäftsbedingungen, dass im Falle einer Selbstsperre, dies explizit erwähnt werden muss.

Ich weiss es mittlerweile, aber gerade am Anfang wusste ich es nicht und habe in vielen Casinos hohe Schäden gehabt, da mein Account, trotz täglicher E-Mails, in denen ich nicht in den Betreff "Selbstsperre " und im Text meine Spielsucht erwähnt habe, nicht geschlossen wurde.

No worries, I'll try to explain: When the casino fails in self-exclusion process, we try to establish how things should have been done, and process refunds accordingly. In your case the date when the casino should have started with self-exclusion was 08/12. From that day we start counting the reasonable time period for account closure. As mentioned previously, anything deposited in that time is not eligible for refund. Since your last deposits were still made within the "reasonable time period", even if the casino was not actively working on your self-exclusion, we can't request these deposits for a refund. If we did, it would create a precedense easily to be misused by other players for free betting.

On the other hand if you have deposited money on - for example - 15/12 or 23/12, I would ask those deposits to be refunded. Hopes this helps to clear up the confusion.

As I said, I suppose I have to accept this, but I can't understand it!

Wie gesagt, muss ich dies wohl akzeptieren, jedoch kann ich es nicht nachvollziehen!

I also cannot understand why, as mentioned above, wishes/demands are not taken seriously or are ignored....

Ebenfalls kann ich es auch nicht verstehen, dass, wie oben erwähnt, Wünsche/ Forderungen nicht ernst genommen beziehungsweise ignoriert werden....

As I said, I suppose I have to accept this, but I can't understand it! My request to close my account (since my gambling addiction wasn't recognized) was also ignored for days... I think that in a reputable casino, even a simple request for confirmation from support should be resolved. But even that seems to be irrelevant to a complaint. It just infuriates me, because casinos do whatever they want.

Wie gesagt, muss ich dies wohl akzeptieren, jedoch kann ich es nicht nachvollziehen! Ebenfalls wurde meine Forderung/ Wunsch auf Kontoschließung (da meine Spielsucht nicht angekommen ist) ebenfalls Tage ignoriert..... Ich finde, in einem seriösen Casino sollte auch eine einfache Forderung nach Bestätigung an den Support geschlossen werden. Aber auch das scheint uninteressant für eine Beschwerde zu sein. Sowas ärgert mich einfach, da Casinos machen, was sie wollen

Sorry, but I need to ask again or comment on the conclusion.

Casino Guru concludes (see post above): "The casino made a mistake by not closing a problem gambler's account within a reasonable timeframe. We assume this was due to a technical error, which has since been resolved." Here it says that the casino did NOT close the account within a reasonable timeframe....

"First, I would like to clarify that deposits made before or shortly after the self-exclusion request will be considered non-refundable by Casino Guru." Deposits were made more than 36 hours after self-exclusion.

"On the day the account was closed, there was no balance left, and no further deposits or withdrawals were made until the account was closed." A further €1020 was deposited before the account was closed.

I'm sorry, dear Matej, but I don't think the decision is right.

Likewise, as mentioned above, I also don't think it's right that casinos ignore a player's request to close their account.

"Otherwise, a precedent would be set that could easily be exploited by other players for free bets." A casino is being protected, but what about players who want to close their accounts? Shouldn't a casino also be held accountable in these situations? After all, a casino is also abusing its power! All the terms and conditions state that a player's account will be closed if... a thousand reasons! But there's nothing about players' demands or casino obligations... In my opinion, players should also be protected in these situations. That's what a good, reputable casino is all about.

Sorry, aber ich muss erneut nachfragen beziehungsweise zum Fazit Stellung nehmen.

Casino Guru kommt zum Abschluss (siehe Post weiter oben): "Das Casino hat einen Fehler begangen, indem es das Konto eines Spielsüchtigen nicht innerhalb einer angemessenen Frist geschlossen hat. Wir gehen davon aus, dass dies auf einen technischen Fehler zurückzuführen ist, der inzwischen behoben wurde." Hier steht, dass das Casino das Konto NICHT innerhalb einer angemessenen Frist geschlossen hat....

"Zunächst möchte ich klarstellen, dass Einzahlungen, die vor oder kurz nach der Beantragung des Selbstausschlusses getätigt wurden, von Casino Guru als nicht erstattungsfähig betrachtet werden." Einzahlungen wurden über 36 Stunden nach Selbstausschuss getätigt.

"Am Tag der Kontoschließung war kein Guthaben mehr vorhanden, und bis zur Kontoschließung wurden keine weiteren Ein- oder Auszahlungen getätigt" Bis zur Kontoschließung wurden weitere 1020€ .

Entschuldige lieber Matej, aber ich empfinde die Entscheidung als nicht richtig.

Ebenfalls, wie oben schon erwähnt, finde ich es auch nicht richtig, dass Casinos Wünsche eines Spielers zur Kontoschließung ignorieren ..

"Andernfalls würde ein Präzedenzfall geschaffen, der leicht von anderen Spielern für kostenlose Wetten missbraucht werden könnte." Ein Casino wird in Schutz genommen, aber was ist mit Spielern, die ihr Konto schließen möchten???? Muss ein Casino nicht auch hier mal zur Rechenschaft gezogen werden? Denn ein Casino missbraucht doch auch seine "Macht"! In allen allgemeinen Geschäftsbedingungen steht, dass ein Spieler Account geschlossen wird, wenn .... Tausend Gründe! Aber es steht nichts von Forderungen/Wünschen von Spielern oder Verpflichtungen einer Casinos... Auch hier müssten meiner Meinung nach auch mal Spieler geschützt werden.... Das würde ein gutes, seriösen Casino ausmachen

Dear Kora76, I will address your concerns before closing the complaint.

Here it says that the casino did NOT close the account within a reasonable timeframe....

That is correct. The automatic translation failed and mistranslated your request. Since this is not something that is commonly happening in Koru Casino, we will not deduct any safety rating points for now. The issue has been noted internally, and if more players complain about problem with self-exclusion, then we will act accordingly. This complaint made us aware of the issue, but it should be fixed going forward. You would not lose your job for a single technical error, and same goes towards the casino. You have actually helped other players in the future, so there is a silver lining to this.

Deposits were made more than 36 hours after self-exclusion.

If you look at any other self-exclusion complaint Casino Guru dealt with, this is still within the reasonable time frame mentioned earlier. This rule has been established for years now and we have been following it without change ever since. I understand your frustration, and I have explained why certain amount of time neds to be allowed for the casino to process even such important request. We can't go against the law and proper verification procedures. Also we can't push 100% of the responsibility towards the casino, and players needs to cooperate as well.

A casino is being protected, but what about players who want to close their accounts? Shouldn't a casino also be held accountable in these situations? After all, a casino is also abusing its power!

Since you have shown restraint and stopped playing as well as depositing after 10th December, no further harm was done - despite the late account closure. You have not spent more time or money in this casino, therefore there is not much I can mediate, since technically speaking - no harm was done. I can't ask the casino to return the money you have not deposited, or balance they have not voided. You were not even playing, as your gameplay history shows, so I am unsure what is this about.

Speaking of player protection, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

In my opinion, players should also be protected in these situations. That's what a good, reputable casino is all about.

I agree and there are online tools (like abovementioned BetBlocker) and responsible gambling tools that reputable casinos employ to help players keeping their gameplay in check. I would also like to point out, that Koru Casino has 5,8 safety rating on our website, which is quite far from "reputable" status by Casino Guru standards.

Due to the aforementioned reasons, and since we do not consider complaints where player is not completely satisfied with the outcome as successfully resolved, I will now proceed to reject this complaint. Thank you for your understanding. and I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.