Glorion Casino - Акаунтът на играча остава активен въпреки заявката за закриване.

I am disputing Glorion's failure to properly close my gambling account after I disclosed a compulsive gambling disorder and repeatedly requested account closure.

On February 20, 2026, I informed Glorion of my gambling addiction and requested immediate account closure. I followed up several times, including on March 5, April 30, and May 12. On March 9, I was explicitly informed that my account had been closed, but it remained active and accessible.

Because the account was not properly closed, I continued gambling during a period of severe addiction and financial hardship, resulting in substantial losses and additional debt. Despite my repeated requests for closure and self-exclusion, Glorion continued allowing access to the account and continued sending promotional marketing communications.

Glorion later claimed that I had opened a secondary account and stated that it was not liable for the hardships I experienced. This is incorrect. I did not open a secondary account. The same account I repeatedly requested to be closed remained active and accessible.

I do not believe Glorion can avoid responsibility by relying on its general refund policy. Once I disclosed my gambling addiction and requested account closure, Glorion had a responsibility under its responsible gambling obligations to take prompt and effective action to prevent further gambling activity and related financial harm. By failing to properly close my account after multiple requests and continuing to allow gambling activity, Glorion failed to uphold those responsibilities.

I have retained email and chat records documenting my requests for account closure, self-exclusion attempts, and Glorion's responses. I am seeking a refund of all deposits made after March 9, 2026, when I was informed the account had been closed, as well as acknowledgment of the operator's failure to comply with its responsible gambling obligations and self-exclusion procedures.

I did, reach out to the Casino on multiple occasions, at this point they will not reply. I do have more extensive documentation of the conversations I can send if needed. I also know that the amount lost after asking my account to be closed is APPROX 4000 it could be more or less, it's just hard for me to look at because its so upsetting that the casino allowed this to happen.

Thank you

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Glorion Casino.

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

• Is your account currently accessible to you?
• Could you please share the communication in which the casino denies responsibility? Send the information to my email at [email protected]

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

Dear Casgirl86,

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.

Thanks for your patience and the information provided.

Let me share your response here for convenience:

In response to your questions:

Is your account currently accessible to you? No, It was closed on May. 13th, 2026. The initial request for account closure was made on Feb. 20th, 2026.

Could you please share the communication in which the casino denies responsibility? Send the information to my email at [email protected]

Yes, Two email responses were sent from Glorion. Denying responsibility and denying a refund. One on March.9th,, 2026 stating that my account was now closed, However, it was not and remained accessible until May.13th, 2026. I received another email on May. 13th, 2026 stating that my account was closed (It really was this time) but denying responsibility, suggesting that I opened another account with them, and denying me a refund.

I did sent a dozen or so emails asking for my account to be closed, as well as many pleading for help. I am in a horrible financial situation which could have been avoided if I had proper support with responsible gambling practices. This is why I am requesting a refund from Glorion for all amounts deposited after their apparent closure on March. 9th.

I have attached those emails below. Do not hesitate to contact me if you need any more information.

Thanks Kindly

Dear Casgirl86,

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,

Tomas

Hello Casgirl86, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Glorion 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.

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 Casgirl86,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First and foremost, 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.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej