Self exclusion help

Can a casino reopen your account after 30 days if you requested a permanent self-exclusion?

I explicitly asked live support on Duel.com for a permanent ("perma") self-exclusion. According to their own published responsible gambling policy, a self-exclusion must lock an account for a strict minimum of 6 months.

Instead, support agents overrode their own policy and reactivated my account after only 30 days. Because they failed to enforce the mandatory lock, I was able to log back in and lose $1,500.

Has anyone successfully forced a refund from an Anjouan-licensed casino after a clear staff error like this?

Hello, I imagine that's not what you expected.

Just clarify one missing point: so you explicitly explain the casino that you aim to self-exclude and permanently close your account due to gambling addiction, correct? Instead of doing so, the casino allows you to log back in after a month? Or did you maybe forget or were not ready to mention that you are suffering from gambling addiction, please? Under such circumstances, asking for a "perma" is not very concrete. And asking for an exclusion account says nothing about the problem gambling for example. Especially when the casino mentions a 6-month period, that indicates there could be a problem with "perma" in the term "permanent" in the first place.

I believe that is the most important aspect

Hi everyone,

I'm looking for some advice on how to proceed with a complaint against CSGOEmpire.

The dispute concerns responsible gambling and self-exclusion. I had previously requested permanent self-exclusion from my CSGOEmpire account, which was acknowledged by support. The restriction was later lifted, and I was told that I was unbanned. I was then able to gamble again and subsequently lost approximately $800.

I submitted a formal complaint to CSGOEmpire on September 3, 2026. It has now been over a month without a resolution.

I contacted support again on October 6 asking for at least a timeframe. Their latest response was:

"We wouldn't have an exact timeframe to this since it's up to the compliance team. I'm unsure what their backlog looks like, but this has been prioritised from our end repeatedly since the recent changes... there's no ETA we can provide for this sadly."

The problem is that I also asked about taking the dispute to ADR, but CSGOEmpire has not provided me with the name/contact details of the ADR available for my case.

From what I understand, Curaçao's current framework requires licensed operators to provide access to a certified ADR, but not every certified ADR necessarily has an agreement with every operator.

CSGOEmpire is operated by Moonrail Limited B.V., so I'm trying to determine which CGA-certified ADR is actually competent to handle a dispute against Moonrail/CSGOEmpire.

I've found references to several Curaçao-certified ADR providers, including Resolvo, CADRE and ADR Curaçao, but I don't want to submit the same dispute to multiple ADRs or choose one that has no jurisdiction over CSGOEmpire.

Does anyone know:

Which ADR currently handles disputes against CSGOEmpire/Moonrail Limited B.V.?

How can I obtain the ADR information if CSGOEmpire refuses to provide it?

Is there a public CGA register showing which ADR is assigned/available for a particular licensee?

If the operator refuses to identify its ADR, can I contact the CGA directly to obtain this information?

I guess it's better to keep it all in one place to prevent misunderstanding on the matter on one side or even a broader side.

With respect, you are adding conditions to the rules that simply don’t exist.

A player doesn't need to declare a medical addiction to be protected; explicitly using the word 'Self-Exclusion' is the standard legal trigger.

Besides, Duel.com's own published policy mandates a strict 6-month minimum lock for any self-exclusion. The policy definitely doesn’t say: 'Self-exclusion locks your account for 6 months, unless you forgot to mention you have an addiction, in which case we can open it in 30 days.'

Hello, I understand your perspective.

I aim to help you prevent this negative experience from happening again, and no one was ever talking about medical addiction. It's only a matter of taking responsibility on your end, which can help you get the proper action.

Self-exclusion as a standalone term does not clearly explain the reason; it only says you want the account to be closed, as you can see, that's how operators understand it.

However, based on the complaint you lodged through our website, you requested permanent account closure; there was no mention of addiction in the chat, is that correct?

Well, to keep others safe, it really needs to be explained with the full context. That's my role in this situation.

Each player who is at immediate gambling risk should follow the casino rules and clearly state their gambling problem to get a proper response. Regular account closure requests usually result in further debate or bonus offers, which can be avoided by clearly stating the reason for the request. Thus the difference.

I'm sorry to see that this does not seem to be a safer option.

Πιστεύω ότι εάν κάποιος ζητήσει αυτοαποκλεισμό, το καζίνο θα πρέπει να αντιδράσει άμεσα και χωρίς συζήτηση. Σε μια τέτοια περίπτωση, η προστασία του παίκτη θα πρέπει σαφώς να αποτελεί την ύψιστη προτεραιότητα.

Frankly, the self-exclusion is in most cases recognized as a standard account closure request. Thank you for another opportunity to highlight that because that's exactly the case, the expectations may be very risky.

Γεια σου Candy4,

Λυπάμαι πολύ που άκουσα για την εμπειρία σας. Το να χάσεις 1.500 δολάρια μετά την υποβολή αίτησης για μόνιμο αυτοαποκλεισμό είναι πολύ ανησυχητικό.

Εάν ζητήσατε σαφώς μόνιμο αυτοαποκλεισμό, αλλά ο λογαριασμός σας ενεργοποιήθηκε ξανά μετά από μόλις 30 ημέρες, πιστεύω ότι αυτό δικαιολογεί διεξοδική έρευνα.

Σας συνιστώ να αποθηκεύσετε όλα τα σχετικά αποδεικτικά στοιχεία, συμπεριλαμβανομένου του αρχικού αιτήματος αυτοαποκλεισμού σας, των email ή των συνομιλιών με την εξυπηρέτηση πελατών, της ημερομηνίας επανενεργοποίησης του λογαριασμού και του ιστορικού καταθέσεών σας.

Μπορείτε επίσης να εξετάσετε το ενδεχόμενο υποβολής επίσημης καταγγελίας μέσω της υπηρεσίας επίλυσης παραπόνων του Casino Guru, ώστε να εξεταστούν οι περιστάσεις ανεξάρτητα.

Ελπίζω να λάβετε μια δίκαιη απόφαση.

Με εκτίμηση,

Z97Manager

Hello, I appreciate you lending a hand to another player in a difficult situation. However, as the admin of this forum, I really have to ask: what exactly are you trying to manage?

You seem to be acting as a sort of manager, while your account isn’t a casino representative account, and you registered using a Gmail address, which doesn’t confirm any official connection.

So, could we please clear this up? Thank you very much.

Σας ευχαριστώ για την απάντησή σας και που εξετάσατε αυτό το θέμα.

Για να διευκρινίσω, δεν ισχυρίζομαι ότι είμαι επίσημος εκπρόσωπος του καζίνο. Απλώς προσπαθώ να βοηθήσω έναν άλλο παίκτη που φαίνεται να αντιμετωπίζει ένα σοβαρό πρόβλημα.

Η κύρια ανησυχία μου είναι ότι ο παίκτης φέρεται να ζήτησε μόνιμο αυτοαποκλεισμό, αλλά ο λογαριασμός του ενεργοποιήθηκε ξανά μετά από 30 ημέρες, με αποτέλεσμα πρόσθετες απώλειες.

Πιστεύω ότι αυτή η κατάσταση χρήζει λεπτομερούς αναθεώρησης, ιδίως όσον αφορά τον τρόπο με τον οποίο χειρίστηκε το αρχικό αίτημα αυτοαποκλεισμού και τους λόγους για τους οποίους ο λογαριασμός επανενεργοποιήθηκε στη συνέχεια.

Δεν έχω καμία πρόθεση να εξαπατήσω κανέναν ή να διατυπώσω κατηγορίες. Ο μόνος μου στόχος είναι να προωθήσω μια δίκαιη και διαφανή επίλυση.

Σας ευχαριστούμε για την κατανόησή σας.

Hello, I don’t think we understand each other very well. You ended your last post with "Kind regards, Z97 manager." What did you mean by that?

Now you’re saying you’re not an official casino representative, which I’m aware of, but please don’t give players the impression that you are. It’s really confusing, especially when it comes to safer gambling matters.

I also deleted your other post, where you tried to direct a player to a casino you don’t represent. Let me share the forum rules with you so you can read them and avoid doing this again.

https://casino.guru/forum/bonuses-and-promotions/rules-for-casino-representatives-adding-promotions 👈👈

Let me remind you that this forum is for players. It’s not a place for someone who isn’t a casino representative nor player to come in and promote whatever they think is best. That’s not how it works here.

Αγαπητή Ράντκα και ομάδα της κοινότητας:

Σας ευχαριστώ πολύ για την ενημέρωση και που το φέρατε στο φως. Ζητώ ειλικρινά συγγνώμη για οποιαδήποτε σύγχυση προκλήθηκε από την υπογραφή μου ή την προηγούμενη ανάρτησή μου. Δεν ήταν ποτέ πρόθεσή μου να μπερδέψω τους παίκτες ή να υποδυθώ έναν μη εξουσιοδοτημένο εκπρόσωπο.

Έχω ήδη τροποποιήσει και αφαιρέσει εντελώς το προσβλητικό περιεχόμενο και θα προσαρμόσω το προφίλ μου ώστε να συμμορφώνεται πλήρως με τους κανόνες του φόρουμ. Από εδώ και στο εξής, θα τηρώ αυστηρά τις οδηγίες της κοινότητας και θα αποφεύγω οποιαδήποτε ανεπίσημη προώθηση ή εκπροσώπηση.

Εκτιμώ την καθοδήγηση και την κατανόησή σας.