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Hello, I sent two emails to support on June 20, 2025, requesting that my account be closed due to gambling addiction. This hasn't happened, and I've since lost €500 on the site.

Hallo, ich habe am 20.06.2025 2 Emails an den Support geschrieben um die Bitte das mein Konto geschlossen wird wegen Spielsucht. Dies ist nicht passiert und ich habe seitdem 500€ auf der Seite verspielt

Dear sChuLziii,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise when was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share 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,

Katarina

Hey, I sent you an email.

Hey, ich habe Ihnen eine Email geschickt.

Thank you very much, sChuLziii, for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello sChuLziii,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BookofCasino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I would like to let you know, that according to the evidence the player provided to us, he has sent you at least two emails on 20th of June, mentioning his addiction in both of them. In these cases, we believe the player is entitled to refunds for deposits (not winnings) made after the date of self exclusion requests. In case you have any other relevant evidence, please send it here or to [email protected]. I would also like to encourage you to close the player's account, if you haven't yet.

Thank you in advance for providing us with your view of the issue.

Hello, my account was closed on June 28, 2025, after I sent multiple emails stating that my exclusion request had not been honored and that I wanted my deposits back. I stated that I have a gambling addiction, and my account was only closed for 30 days.

Hallo, mein Account wurde am 28.06.2025 geschlossen nachdem ich mehrfach Emails gesendet habe das meine Anfrage zum Ausschluss nicht nachgekommen wurde und ich meine Einzahlungen zurück haben möchte. Ich habe Spielsucht angegeben und mein Konto wurde nur für 30 Tage geschlossen.

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 Martin,

Please note that once a player submits a self-exclusion request, the dedicated team revises each such, and it takes some technical time to be completed.

Have in mind that we are not to be held liable for any deposits made during the self-exclusion completion.

The player's account was excluded for a certain period of time, and adjusted accordingly on a later notice, hence the account shall remain disabled.

It is our standpoint that the player's wish was granted within the timeframes outlined in our terms and conditions, and each player agrees to them upon registration.

Best regards,

BookofCasino

Dear casino representative,

thank you for your response, I also presume, that the player would like to have the account closed permanently - but we can wait for their confirmation.

I have also checked the previous complaints filed against your casino in regards to responsible gambling. I can see we have a different view of the self-exclusion process, and sadly, I'm not sure we will come to an agreement here. We fully believe, that self exclusion procedures should be completed as soon as possible - ideally within 24 hours, and although we understand delays might happen, the 9 day long delay is too long for our standards. We therefore believe the player is entitled to a refund of his deposits.

In case you have any information relevant to this complaint - for example the player's deposit history, please let us know here or at [email protected]

Dear sChuLziii,

can you please confirm, that you would like your account to be closed permanently? I strongly encourage you to do so.

Hello, yes, I'm requesting a permanent closure. I disagree with you not refunding my money, and I don't think a processing time of up to 60 days is acceptable, if I've read that correctly. Especially because of gambling addiction, the operator needs to process a closure quickly.

Hallo, ja ich Bitte um dauerhafte Schließung. Das Sie mir mein Geld nicht erstatten damit bin ich nicht einverstanden und finde das eine Bearbeitungszeit von bis 60 Tagen wenn ich das richtig gelesen habe nicht in Ordnung. Gerade wegen Spielsucht muss eine schnelle Schließung vom Betreiber bearbeitet werden.

Dear Martin,

Please note that when registering on our platform, every player agrees to our general Terms and Conditions. In this case, the player must be aware that when a self-exclusion procedure is initiated, they hold full responsibility for any activity on their account, and the casino cannot be held liable for any losses incurred during that time.

Furthermore, as previously stated, due to the nature of these requests, self-exclusions are reviewed manually and individually by our relevant department. As a result, technical time is required to ensure a proper handling. In light of this, we can once again confirm that the player's request was fulfilled and that the proper steps were completed within the allocated period.

Please refer to points 3.22., 3.22.1 and 3.22.4 from our General Terms and Conditions, which are also available on our website. https://bookofcasino.net/pages/terms-and-conditions

We believe that the information provided sheds additional light on the case and will be sufficient for its resolution.

Best regards,

BookofCasino

Dear casino representative,

thank you for your responses and cooperation throughout the complaint process.

After reviewing all available information, it is clear the player submitted a self-exclusion request due to gambling addiction on both 19th and 20th June 2025. In spite of this, the account remained active until 28th of June. During this timeframe, the player lost €500. We understand that the casino maintains the delay was due to internal procedures outlined in their terms and conditions, we however consider this timeframe to be unreasonably long.

Casino Guru holds that responsible gambling measures — especially when a player openly states a gambling addiction — must be handled with urgency. In our view, the account should have ideally been closed within 24 hours. We also believe the player is entitled to a refund of deposits made after the self-exclusion request was received.

As no resolution has been achieved and we see no indication of further progress, we are now closing this complaint as unresolved. This decision will negatively impact the casino’s rating on our platform.

Thank you for your understanding.

Dear sChuLziii,

I am sorry I could not be of more help. I hope that you will be able to regain control and stop all your gambling activities as you wished. If you ever need support, we recommend reaching out to a professional organization specializing in gambling addiction.

Best regards

Martin