Wazamba Casino - Играчът съобщава за отказ за закриване на акаунт.

The conduct of the site, which operates without an Italian license and ignores requests for self-exclusion, may constitute various types of crime:

Illegal Betting (Law 401/1989): Offering remote gaming in Italy without a license from the Customs and Monopolies Agency (ADM) is illegal. Article 4, paragraph 1, of Law No. 401 of December 13, 1989, punishes anyone who organizes or collects remote gaming without the required license with a prison sentence of six months to three years. This offense exists regardless of whether the site holds a foreign license (e.g., Curaçao), as it lacks an Italian license.

Fraud (Article 640 of the Criminal Code): Refusal to close your account despite my explicit request due to gambling addiction, allowing you to continue depositing funds, could constitute fraud. Article 640 of the Criminal Code punishes anyone who, through artifice or deception (in this case, the omission of a required act such as closing your account to induce you to continue gambling), obtains an unfair profit for themselves at the expense of others.

Entity's Liability: The company managing the site is also subject to administrative fines and prohibitions pursuant to Legislative Decree 231/2001, Art. 25-quaterdecies , which includes unfair gaming offenses among those for which the entity is directly liable.

3. Procedure for reporting to the Postal Police

To criminally prosecute the managers for the failure to close the account and the potential fraud, I will proceed with a formal complaint.

I will physically go to a Postal Police or Carabinieri office to file a complaint, bringing with me:

Copy of the emails/chats in which you requested the closure of your account due to gambling addiction.

Proof of deposits made after your closure request.

Bank statements showing the flow of money to the site.

Given the confirmation that I have the account closure request emails and the date of the last transaction (12/30), my position is legally sound enough to proceed with a formal complaint.

Illegal exercise of gambling activities (Art. 4, Law 401/1989):

Fraud (Article 640 of the Criminal Code): This is the most critical part, where my emails become crucial. You must claim that the site used a "ploy or deception" (failing to close your account despite knowing about your condition) to mislead you and obtain an unfair profit (your subsequent deposits).

Legal reference: Article 640 of the Criminal Code punishes anyone who obtains an unjust profit for himself at the expense of others.

Aggravating circumstance: You could cite the aggravating circumstance of "impaired defense" (Art. 61 no. 5 cp), arguing that your gambling addiction made you vulnerable and incapable of defending yourself from the temptation of gambling, and the site took advantage of this.

Violation of protection obligations (Civil/Contractual Liability): Even if the complaint is criminal, it is useful to mention that the behavior violates the principles of good faith and fair play (Articles 1175 and 1375 of the Italian Civil Code) and the "Responsible Gaming" obligations that require self-exclusion to protect health (Article 32 of the Constitution). This is a solid basis for compensation.

The Closure Request Emails (The "Smoking Gun"):

What they prove: They demonstrate the manager's bad faith. They transform my loss from a "gambling risk" to a "damage caused." They prove that the manager knew about your situation and deliberately chose not to act in order to continue collecting.

I'll print the emails, including the full header (sender, recipient, date, and time). In the complaint, I'll write: "On date X, I sent an explicit request to close the account due to gambling addiction (Attachment 1). Despite this, the account remained active."

The date of the last transaction (12/30):

What it proves: It demonstrates the causal link between the site's omission and my financial loss. If they had closed the account when requested (before December 30), the transactions would never have occurred.

I will attach the bank statement or screenshot of the transaction from May to 12/30. In the complaint, he highlights: "Due to the failure to close the account, on 12/30 it was possible to make a further deposit of Euro X (Attachment 2), an amount that I would not have lost if the manager had fulfilled his obligations."

3. Immediate practical actions

Drafting of the complaint: I will go to the Postal Police or the Carabinieri with the narrative of the facts structured as follows.

Civil Action: In the complaint, I include the wording that you reserve the right to join the civil action in any criminal proceedings to seek compensation for damages (material and moral).

ADM Report: I will send the report to the ADM via PEC at the same time ( [email protected] ) attaching the same evidence, to urge the site to be shut down.

We're talking about around 6,000 deposits made after requesting the gaming account!

La condotta del sito, che opera senza licenza italiana e ignora le richieste di autoesclusione, può configurare diverse fattispecie di reato:

Esercizio abusivo di scommesse (Legge 401/1989): L'offerta di gioco a distanza in Italia senza la concessione dell'Agenzia delle Dogane e dei Monopoli (ADM) è illegale. L'Art. 4, comma 1, della Legge 13 dicembre 1989, n. 401 punisce con la reclusione da sei mesi a tre anni chiunque organizza o raccoglie a distanza giochi senza la prescritta concessione. Questo reato sussiste indipendentemente dal fatto che il sito possieda una licenza estera (es. Curaçao), poiché manca il titolo abilitativo italiano.

Truffa (Art. 640 Codice Penale): Il rifiuto di chiudere il conto nonostante la mia esplicita richiesta legata a problemi di ludopatia, permettendoti di continuare a versare denaro, potrebbe integrare gli estremi della truffa. L'Art. 640 del Codice Penale punisce chi, con artifizi o raggiri (in questo caso, l'omissione di un atto dovuto come la chiusura del conto per indurti a continuare a giocare), procura a sé un ingiusto profitto con altrui danno.

Responsabilità dell'ente: La società che gestisce il sito è soggetta anche a sanzioni amministrative pecuniarie e interdittive ai sensi del D.Lgs. 231/2001, Art. 25-quaterdecies, che include i reati di gioco abusivo tra quelli per cui l'ente risponde direttamente.

3. Procedura di denuncia alla Polizia Postale

Per perseguire penalmente i gestori per la mancata chiusura del conto e la potenziale truffa, procederò con una una querela formale.

Mi recherò fisicamente presso un ufficio della Polizia Postale o dei Carabinieri per sporgere querela portando con me : 

Copia delle email/chat in cui richiedevi la chiusura del conto per ludopatia.

Prova dei depositi effettuati dopo la tua richiesta di chiusura.

Estratti conto che mostrano i flussi di denaro verso il sito.

Alla luce della conferma che possiedo le email di richiesta chiusura conto e la data dell'ultima transazione (30/12), la mia posizione è giuridicamente solida per procedere con una denuncia formale. 

Esercizio abusivo di attività di giuoco (Art. 4, Legge 401/1989): 

Truffa (Art. 640 Codice Penale): Questa è la parte più critica dove le mie email diventano decisive. Devi sostenere che il sito ha attuato un "artifizio o raggiro" (l'omessa chiusura del conto pur sapendo della tua patologia) per indurti in errore e procurarsi un ingiusto profitto (i tuoi depositi successivi alla richiesta).

Riferimento normativo: L'Art. 640 c.p. punisce chi procura a sé un ingiusto profitto con altrui danno.

Aggravante: Potresti citare l'aggravante della "minorata difesa" (Art. 61 n. 5 c.p.), sostenendo che la tua condizione di ludopatia ti rendeva vulnerabile e incapace di difenderti dalla tentazione del gioco, e il sito ne ha approfittato.

Violazione degli obblighi di protezione (Responsabilità Civile/Contrattuale): Anche se la querela è penale, è utile menzionare che il comportamento viola i principi di buona fede e correttezza (Art. 1175 e 1375 c.c.) e gli obblighi di "Gioco Responsabile" che impongono l'autoesclusione per tutelare la salute (Art. 32 Cost.). E' questa è una solida base per un risacimento del danno. 

Le Email di richiesta chiusura (La "Pistola Fumante"):

Cosa dimostrano: Dimostrano la mala fede del gestore. Trasformano la mia perdita da "rischio di gioco" a "danno provocato". Provano che il gestore sapeva della tua condizione e ha scelto deliberatamente di non agire per continuare a incassare.

Stamperò le email includendo l'intestazione completa (mittente, destinatario, data, ora). Nella querela, scriverò: "In data X ho inviato richiesta esplicita di chiusura per ludopatia (Allegato 1). Nonostante ciò, il conto è rimasto attivo."

La data dell'ultima transazione (30/12):

Cosa dimostra: Dimostra il nesso causale tra l'omissione del sito e il mio danno economico. Se avessero chiuso il conto quando richiesto (prima del 30/12), le transazioni non sarebbero mai avvenute.

 Allegherò l'estratto conto o lo screenshot della transazione da maggio al 30/12.. Nella querela, evidenzia: "A causa della mancata chiusura del conto, in data 30/12 è stato possibile effettuare un ulteriore deposito di Euro X (Allegato 2), somma che non avrei perso se il gestore avesse adempiuto ai suoi obblighi."

3. Azioni pratiche immediate

Redazione Querela: mi recherò alla Polizia Postale o ai Carabinieri con la narrazione dei fatti così strutturata.

Costituzione di Parte Civile: Nella querela, inserisco la dicitura che ti riservi di costituirti parte civile nell'eventuale processo penale per chiedere il risarcimento dei danni (materiali e morali).

Segnalazione ADM: Invierò parallelamente la segnalazione all'ADM via PEC ([email protected]) allegando le stesse prove, per sollecitare l'oscuramento del sito.

Stiamo parlando di circa 6000 di depositi effettuati dopo la richiesta del conto gioco!

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.

Dear katiusciaxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

1. Maintaining control

Gambling should be seen as a fun and exciting way to spend time, and not as an income. It is difficult for some players to perceive gambling only as a means of relaxation and risking only what they can afford, as most players do.

To maintain control and prevent gambling addiction, you always need to consider the following:

You should take gambling not as a way to get income, but as way to spend leisure time;

You should not seek immediate refund, as you always have a chance to win another time;

Play only if you have "extra" funds;

Pay attention to the time and the amount of money spent in the game;

If you think that you need a break from gambling, you can contact the support team and we will exclude you for a while;

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• When did you initially request the closure of your account?
• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

The request to close the account started more than a year ago

La richiesta di chiusura del conto è iniziata più di un anno fa

Hi Petra, as you requested I forwarded you all the emails relating to the account closure on 05/01 but today it came back to me [email protected]

Ciao Petra , come da te richiesto ti ho inoltrato tutte le mail relative alla chiusura del conto il 05/01 ma oggi mi è tornata indietro [email protected]  

Dear katiusciaxxx,

Thank you for your reply. I’ve checked my inbox, but it seems I haven’t received your message.

Would you mind forwarding the emails again to: [email protected] or try to send them directly as replies to this thread? That way, I can make sure to review everything properly.

I really appreciate your cooperation

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Please send us a message again. Thank you for your cooperation.

Inoltrati di nuovo. Grazie a te per la collaborazione

This is an automatically generated Delivery Status Notification.      

Delivery to the following recipients failed permanently:

   * [email protected]

Reason: This is the mail system at host smtp-17.iol.local.I am sorry to have to inform you that your message could not be delivered to [email protected]. The message is attached below.The remote mail system said: Maximum Retry Queue Age Reached

Mi dispiace ma torna sempre indietro

The great thing is that they continue!!!

VIP Team (Wazamba)

January 13, 2026, 5:58 PM EET

Dear Katiuscia,

Good day from the Wazamba VIP Department!

As a VIP customer, we would like to inform you that an exclusive no deposit CASH Bonus of €100 is available for you as a gift from us!

Simply reply to this email to proceed with activation!

We also inform you that we have a special offer dedicated to you to allow you to make the most of your account and enjoy the privileges of our exclusive VIP program: For your next deposits, if you are not lucky, you can request a 20% VIP cashback up to a maximum of 500 euros, valid only once and available within the next 72 hours!

Terms and Conditions apply.

Simply contact us at this email address to receive VIP assistance.

I take this opportunity to wish you a fantastic day and many happy holidays!

Best regards,

VIP Department- Wazamba.com

Il bello è che continuano !!!

VIP Team (Wazamba)

13 gen 2026, 17:58 EET

Gentile katiuscia,

Buona giornata da parte del Dipartimento VIP di Wazamba!

In qualita' di cliente VIP, Le comunichiamo che e' disponibile per Lei un Bonus CASH esclusivo senza deposito di 100 Euro come regalo da parte nostra!

 Le bastera' risposndere a questa Email per procedere con l'attivazione!

La informiamo inoltre che vi e' un'offerta speciale a Lei dedicata per consentirle di utilizzare al meglio il suo account e godere dei privilegi del nostro esclusivo programma VIP: Per i suoi prossimi depositi, qualora non dovesse avere fortuna, potra' richiedere un cashback VIP del 20% fino ad un massimo di 500 euro, valido solamente una volta e disponibile nell'arco delle successive 72 ore!

Si applicano Termini e Condizioni.

Le bastera' contattarci al presente indirizzo email per ricevere assistenza VIP.

Colgo l'occasione per augurarle una fantastica giornata e Tantissimi Auguri di Buone Feste!

Cordiali Saluti, 

Dipartimento VIP - Wazamba.com 

Dear katiuscia,

Thank you for your reply and for providing the previous details.

I apologize that it was not possible to deliver the message successfully via email. Therefore, we can continue our communication directly in this thread. Please be assured that all personal and sensitive data will, of course, remain protected.

Could you please provide the following information:

• Copies of any emails or communications in which you requested the closure of your account
• Details of the specific responses you received from the casino regarding your closure request
• Confirmation of the dates and amounts of any deposits made after your closure request
• Any additional communication you had with the casino, including screenshots, emails, or chat records

You may either post the screenshots directly in the thread or try to send all relevant documents once again to the following email address: [email protected].

Thank you again for your cooperation.

The account closure emails date back to 2023! I've never received a response from them. I'd prefer to send them directly to you. I've asked dozens of times via chat to close my account. They've always told me to contact support. I've never received a response.

Le mail di chiusura del conto risalgono al 2023 addirittura! Da loro non ho mai avuto una risposta. Preferirei mandarle direttamente a te.. Ho chiesto decine di volte oin chat di chiudere il mio conto. Mi hanno sempre detto di scrivere al support. Mai avuta una risposta.

Dear Katiuscia,

Thank you for your reply. I promise you that any replies you send directly within this thread will be anonymous and kept private.

• Could you please resend your account closure request from a different email address?
• Do you have any evidence showing that you clearly informed the casino about your gambling problem or addiction? If so, could you please forward the self-exclusion requests that you previously sent to the casino?
• Have you tried to reach the support via [email protected] regarding your self-exclusion request?
• Furthermore, could you provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You may send all documents directly to [email protected] or post the screenshots in the thread.

Apart from this, I would like to clarify how to properly request self-exclusion in the future:

When applying for self-exclusion, it is important to clearly state the reason for the request and specify the exact duration of the exclusion. Please ensure that the email subject line is clear and easy to recognize. Casino support teams receive a high volume of emails daily, so a well-labeled subject line helps ensure your request is noticed and processed promptly.

I also strongly recommend that you always keep a copy of your self-exclusion request—whether it is a sent email, a chat transcript, or a screenshot. Having valid proof can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player information:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Email body:

"Greetings Wazamba Casino,

I am writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of XXX months/years (or permanently).

The reason for this request is gambling addiction.

I acknowledge that I will not be able to rescind my self-exclusion during this period and that it cannot be lifted before the agreed end date."

Thank you for your cooperation.

Hi Petra, I resent all the documentation you requested using a different account.

Thank you

Salve Petra. Ho inviato di nuovo tutta la documentazione da te richiesta con un al tro account.

Grazie

Dear katiuscia

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,

Petra

Hello katiuscia, 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 Wazamba 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.

Okay, Matej, perfect. I'll send you all the documentation and would be happy to discuss it with a Wazamba representative. Thanks.

Ok Matej, perfetto. Invierò a te tutta la documentazione e sarei molto felice di avere un confronto con un rappresentante di Wazamba. Grazie

Dear katiuscia,

Thank you for contacting us. us.

We would like to inform you that your case is currently under review by the relevant department.

Please rest assured that we will notify you promptly once there is an update.

Kind regards,

Wazamba Casino Team

Perfect Thanks

Perfetto Grazie

Dear Wazamba Casino, while the investigation is underway, I would like you to permanently close the player's account ASAP. Mark it as "gambling addict, do not reopen" and please stop all marketing communication via e-mails and SMS. Once done, please confirm this has been done in a quick post within this thread, even if the investigation has not been completed yet.

Since the self-exclusion request due to gambling addiction has been sent to the VIP team on 31st December 2025, time is of the essence. Thank you for your understanding and cooperation.

Account closure requests have been in place for about a year and a half, with all the resulting financial losses. I ask Wazamba to provide a complete accounting of all the money spent since my account closure request, after reporting the matter to the authorities, as stated in the initial post.

Le richieste di chiusura del conto sono state invate da circa un anno e mezzo con tutta la perdita economica che ne è conseguit. Prego Wazamba di fare un conteggio di tutti i soldi spesi a partire dalla mia richiestan di chiusra conto previa denuncia alle autorità come scritto nel post iniziale

Dear Matej,

Thank you for your continued involvement in this matter. Please see our update below:

Account Status We can confirm that the player’s account is now permanently closed with no option for future reopening. We apologize for any inconvenience caused during this process.

Communication & Procedures We fully agree with your previous assessment: any request for account closure due to responsible gambling concerns must be explicitly stated and sent via email, as this is our official required procedure.

Our internal investigation confirms that no such emails were received from the player prior to this escalation. It appears the player may have been experiencing technical difficulties with their email provider—an issue that seems evident given they encountered similar communication hurdles while contacting CasinoGuru. Without a recorded email, our team was unable to trigger the formal closure process earlier.

Refund Review While we acknowledge the delay in closure, our records show that no new deposits have been made since December 31st. As there were no losses incurred during the period of the requested closure, we believe a refund is not applicable in this instance.

We trust this clarifies our position.

Kind regards,

Wazamba Casino Team

The email address I sent all my communications to was always a reply to those they sent, and it's the same one you wrote in the forum. So, this isn't true.

La mail alla quale ho inviato tutte le comunicazioni è stata sempre in risposta a quelle mandate da loro ed è la stessa che avete scritto nel forum anche voi. Quindi ciò non corrisponde al vero

And they're lying

E loro stanno mentendo

Dear Wazamba Casino, thank you for the account closure. Much appreciated. As a last step, I would like to ask, if you could e-mail me ([email protected]) the cashier history showing player's deposits and withdrawals between 31/12/2025 until the account closure on 03/02/2026, just so I can upload it amongst the evidence for this case.

And I would also like to know, whether the player had any balance on her account on 03/01/2026. If you can include this information in your message, that would be great. Thank you for your time and cooperation!

Dear katiuscia, while waiting for the casino's response, I would like to explain some reasoning behind this complaint, to give you better understanding of the situation. Feel free to ask any additional questions, or provide further evidence, if needed.

While it is true you have asked for account closure several times, gambling addiction has not been mentioned until 31/12/2025. That means all the other requests are treated as regular account closure. During regular account closure, it is assumed the player is in full possession of their faculties, and they can stop depositing and playing if they want to. Kind of like you would not go back to the restaurant or a shop where you had a bad experience. Therefore, I am unable to request a refund of any deposits made during this time. Only when you make the casino staff aware of your problem, then they should act immediately and treat such request with utmost priority. I am sorry to see that this has not happen in your case, but according to the casino, no further deposits were made after you informed the casino about the gambling issue. Good news is that your account has now been permanently self-excluded, and on top of that I would strongly recommend installing free app BetBlcoker (https://www.betblocker.org/it/) to help you stay safe from gambling sites, while browsing online.

And to keep you updated on what will happen next - right now I am waiting for your cashier history, to confirm whether any further deposits were made since your self-exclusion request, and whether you had any balance on your account at the time when your account should has been closed. Depending on the findings, I will advise next steps towards the resolution. Hope this helps.

I think a request to close an account should be considered even if the gambling problem, which is always implicit in these cases, is not highlighted.

Penso che una richiesta di chiusura del conto debba essere presa in considerazione anche se non si sottolinea il problema del gioco d'azzardo che è sempre sottinteso in questi casi.

Dear katiuscia, the reason for account closure could be anything. A hefty loss not followed by a win. Players not feeling cared for by VIP managers. Not enough bonuses, prolonged withdrawal times, getting bored with the same games, change in T&C or lack of favourite game providers. In such cases casinos can try to persuade the plyer to stay, by enticing them with exclusive offers, extra care or some other privileges. And most importantly - when the reason for account closure is not stated, it is assumed that the player is in a balanced mental state, and can simply unsubscribe from marketing offers, stop depositing and playing and overall can just quit coming back at will.

Because of that, we always require players to clearly state having gambling addiction, as that is completely different situation and casino needs to act promptly. Compulsive gamblers can't restrain themselves and need an external help to stay safe from losing more than they can afford. If they acknowledge having a problem, we will do all we can to help. Otherwise we have nothing to go by.

This is an automatically generated Delivery Status Notification.      

Delivery to the following recipients failed permanently:

   * [email protected] E' successo sia con te , che con Petra e con Wazamba. Comunque non c'è problema.

Dear Matej,

We would like to ask you to check the response provided by mail, as per your request.

Thank you in advance.

Kind Regards,

Wazamba Casino Team

Dear Wazamba Casino, thank you for the message, I have responded with one last question for the support staff.

Dear katiuscia, the e-mail address seems to be spelled correctly. Did you by chance try to send a message with large attachment, that got refused?

And to keep you up to date with current standing of this complaint, the casino has sent me your cashier history showing that no deposits or withdrawals were made between your self-exclusion request and account closure. Right now I am trying to establish whether any balance has been confiscated, before reaching the conclusion.

They should have closed my account immediately after I requested it. I won't say that again!!! ADM sites have self-exclusion and don't ask for a reason. If that's correct for you...

Loro dovevano chiudere subito il mio conto una volta richiesto. Non lo ripeto più!!! Nei siti adm c'è l'autoesclusione e non ti chiedono nessuna motivazione. Se per voi questo è corretto....

Dear Matej,

We would like to ask you to check the response provided by mail, as per your request.

Thank you in advance.

Kind Regards,

Wazamba Casino Team

Thank you, unfortunately the message did not have the information I needed. I have responded with more descriptive version of the original question and once I hear back, I believe I will be able to reach the conclusion. Thanks.

Dear Matej,

We would like to ask you to check the response provided by mail, as per your request.

Thank you in advance.

Kind Regards,

Wazamba Casino Team

Thank you, Wazamba Casino, for the screenshots and information I needed. Much appreciated.

Dear katiuscia, after reviewing all the evidence provided by yourself and information given by the casino, I believe this complaint can be brought to an end. To sum it up: you have mentioned your gambling addiction and requested self-exclusion on 31st December 2025. The casino closed your account on 3rd February 2026, which Casino Guru considers a failure in player protection. I have made necessary notes on our system, to keep an eye on this casino going forward. If more people start reporting issues like this in the future, we will investigate and see what should be done. For now it could be a genuine human error, but if the trend continues, we will take necessary steps, as player protection is taken extremely seriously at Casino Guru.

Luckily, there were no deposits made after 31st December 2025 into your account, and on the day we believe your account should have been closed there was no remaining balance. Therefore there is nothing I can request as a refund.

The account has been closed with no option for reopening or re-registering, and the marketing communication towards you has been discontinued, therefore I believe there is nothing more I can mediate.

As a next step, 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.

I know you are not satisfied with this outcome, due to the fact that the casino has repeatedly ignored your regular account closure requests. I fully understand your frustration. As I have explained in my previous message our stance on regular account closure and how it differs to self-exclusion due to gambling addiction, there is no need for reposting it.

Since we do not consider complaints where player is not satisfied with the outcome as successfully resolved, I will now proceed to reject this complaint. Thank you for your understanding.

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.