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(2-YEAR SELF-EXCLUSION NOT APPLIED + LACK OF PROTECTION)

I want to file a formal complaint against Play Regal for continued negligence in handling my self-exclusion requests and for keeping me exposed to gambling even when I was trying to permanently sever my relationship with the casino.

For a long time, I have clearly communicated my intention to stop gambling and walk away completely. I have requested a two-year self-exclusion on several occasions from the VIP agents who managed my account, as they were the ones handling all my inquiries and requests. Despite this, the casino never implemented this self-exclusion and instead only issued temporary closures that I could reopen later. This was not the measure I was requesting.

Main facts:

I have requested 2-year self-exclusions several times from the VIP agents who managed my account, following the channel provided by the casino itself.

Instead of implementing self-exclusion, the casino used reversible closures that never truly protected me. I was always able to get back in, which proves my requests weren't acted upon.

On one occasion when my account was closed because I was trying to quit gambling, the casino offered me €300 to reopen it. I eventually reopened it after receiving that incentive. I believe this type of action is completely incompatible with any player protection policy, especially in a situation like mine.

In numerous conversations, I have clearly explained how this whole situation is affecting me emotionally. It has caused me significant emotional distress and a constant feeling of being unprotected by the casino.

I have sent several formal complaints and have not received any response from the casino.

I have proof of everything I am stating and I will make it available to Casino Guru so they can verify it.

If the casino had applied the two-year self-exclusion when I requested it, I wouldn't have been able to access, deposit, or play again. Everything that happened afterward was only possible because the casino didn't act as it should have.

Therefore, I request:

The refund of deposits made after my 2-year self-exclusion requests that were never applied.

The definitive closure and no possibility of reactivation of my account.

Please take into account the emotional harm and lack of protection I have received.

(AUTOEXCLUSIÓN DE 2 AÑOS NO APLICADA + FALTA DE PROTECCIÓN)

Quiero presentar una reclamación formal contra Play Regal por la negligencia continuada en la gestión de mis solicitudes de autoexclusión y por mantenerme expuesta al juego incluso cuando yo estaba intentando cortar definitivamente mi relación con el casino.

Durante mucho tiempo, he transmitido de manera clara mi intención de dejar de jugar y alejarme por completo. He solicitado una autoexclusión real de 2 años en varias ocasiones a los agentes VIP que gestionaban mi cuenta, ya que eran ellos mismos quienes atendían todas mis gestiones y solicitudes. A pesar de esto, el casino nunca aplicó esa autoexclusión y, en su lugar, realizaba únicamente cierres temporales que yo podía reabrir más adelante. Esa no era la medida que yo estaba pidiendo.

Hechos principales:

He solicitado autoexclusiones de 2 años varias veces a los agentes VIP que gestionaban mi cuenta, siguiendo el canal que el propio casino me proporcionaba.

En vez de aplicar la autoexclusión, el casino realizó cierres reversibles que nunca me protegieron realmente. Siempre pude volver a entrar, lo que demuestra que mis solicitudes no fueron ejecutadas.

En una ocasión en la que mi cuenta estaba cerrada porque yo estaba intentando alejarme del juego, el casino me ofreció 300 € para reabrirla. Finalmente la reabrí tras ese incentivo. Considero que este tipo de actuación es totalmente incompatible con cualquier política de protección al jugador, especialmente en una situación como la mía.

En múltiples conversaciones he explicado claramente lo que me estaba afectando todo esto a nivel emocional. Toda esta situación me ha generado un daño emocional importante y una sensación constante de desprotección por parte del casino.

He enviado varias reclamaciones formales y no he recibido ninguna respuesta por parte del casino.

Cuento con pruebas de todo lo que estoy indicando y las pondré a disposición de Casino Guru para que puedan verificarlo.

Si el casino hubiera aplicado la autoexclusión de 2 años cuando la solicité, yo no habría podido volver a acceder, depositar ni jugar. Todo lo ocurrido después ha sido posible únicamente porque el casino no actuó como debía.

Por todo ello, solicito:

El reembolso de los depósitos realizados después de mis solicitudes de autoexclusión de 2 años que nunca se aplicaron.

El cierre definitivo y sin posibilidad de reactivación de mi cuenta.

Que se tenga en cuenta el daño emocional y la falta de protección que he recibido.

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 Cliente2025,

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

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

• Could you please clarify whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

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

Good afternoon, Katarina.

Thank you for your response. My account hasn't been blocked yet, and I can access it. I don't have any restrictions. Once again, they continue to ignore my self-exclusion requests. I submitted this last one over a week ago. I've sent you the documents you requested via email.

All the best.

Buenas tardes, katarina.

Gracias por tu respuesta. Mi cuenta aún no ha sido bloqueada y puedo acceder a ella. No tengo ningún tipo de restricción. Una vez más, siguen ignorando mis solicitudes de autoexclusión. Esta última la pedí hace más de una semana. Te he enviado los documentos que me solicitaste al email.

Un saludo.

Hello, Katarina.

I'm sending you additional information.

After requesting self-exclusion, I had a conversation with my VIP manager (attached). In it, I made it very clear that I didn't want to gamble, that I didn't want any funds, and that I needed a serious solution. Even so, I received responses completely contrary to what I had asked for: offers of "help," references to potential winnings, and messages encouraging me to remain active. Furthermore, that same day, funds were added to my account without my request, and despite my explicit request for withdrawal, they remain in my account. My account continues to be active, actions are being taken against it, and I am being pressured to continue, despite having expressly requested its blocking.

I've also included screenshots showing that, 14 days after requesting self-exclusion, my account is still fully active, and just yesterday I received 500 free chips. I don't know how this can be considered anything other than a complete lack of protection, given that self-exclusion should be applied immediately and without exception.

I've also attached a screenshot from February. At that time, I requested self-exclusion for a two-year period. My VIP manager tried to shorten that period, and when I insisted on keeping it, the conversation abruptly ended. When I tried to return to the chat, my account appeared as "closed," so I assumed the self-exclusion had been applied. However, I was later able to reopen it and continue trading, which proves that the self-exclusion request was also not implemented.

I'm sending you all this information to the email address you provided, just as you instructed.

I am at your disposal for whatever you need.

Thank you for your help.

Hola, Katarina.

Te envío información adicional.

Después de solicitar la autoexclusión, mantuve una conversación con mi gerente VIP (la adjunto). En ella dejo muy claro que no quiero jugar, que no quiero saldo y que necesito una solución seria. Aun así, recibo respuestas totalmente contrarias a lo que había pedido: ofrecimientos de "ayuda", referencias a posibles ganancias y mensajes que me animan a seguir activa. Además, ese mismo día me colocó saldo sin solicitarlo y, pese a pedir expresamente que lo retirara, sigue en mi cuenta. Mi cuenta continúa operativa, se realizan actuaciones sobre ella y se me insiste en continuar, pese a haber pedido expresamente el bloqueo.

Aporto también capturas donde se ve que, 14 días después de pedir la autoexclusión, mi cuenta sigue plenamente activa y ayer mismo me añadieron 500 fichas gratis. No sé cómo puede considerarse esto otra cosa que una desprotección absoluta, teniendo en cuenta que la autoexclusión debe aplicarse de forma inmediata y sin excepciones.

Adjunto además una captura correspondiente al mes de febrero. En esa fecha solicité una autoexclusión por un periodo de dos años. Mi gerente VIP intentó reducir ese periodo y, cuando insistí en mantenerlo, la conversación se cerró abruptamente. Al intentar volver al chat, mi cuenta aparecía como "cerrada", por lo que entendí que la autoexclusión se había aplicado. Sin embargo, más adelante pude reabrirla y seguir operando, lo que demuestra que esa solicitud tampoco fue ejecutada.

Te envío toda esta información al correo que me facilitaste, tal como me indicaste.

Quedo a tu disposición para lo que necesites.

Gracias por tu ayuda.

Dear Cliente2025,

thank you for your replies and emails.

• Could you please share your initial self exclusion request from February, please?
• Could you please clarify the reasons for the account closures?
• Do you feel that gambling has become difficult to control or is beginning to occupy your thoughts more than you’re comfortable with? Would you say that you might be experiencing a gambling problem, please?

Looking forward to your response,

Katarina

Hello,

Thank you for your reply. I will answer each point:

1. February self-exclusion request

I didn't save the full transcript because at the time I didn't imagine that months later I would have to prove it.

What I do have is the screenshot where my account appears as "closed" immediately after requesting a two-year self-exclusion. Minutes earlier, I had requested this self-exclusion in the chat with my VIP manager; he abruptly ended the conversation, and immediately afterward, my account appeared as closed. For this reason, I assumed the self-exclusion had been applied, although I later verified that this was not the case. (I have already attached the corresponding screenshot to this complaint.)

In addition to that test, I have also already sent you:

the conversation with my VIP manager after requesting self-exclusion,

screenshots of promotions sent after requesting the block,

the accreditation of 500 free tokens received when she should have already been excluded,

and screenshots showing that 14-15 days later the account is still fully active.

I requested my full account history from the casino, and they refused to provide it. The casino is obligated to keep all internal records: chats, emails, account closures and reopenings, promotions sent, and any other communication with me.

Therefore, I urge you to request that conversation and the complete history directly, as it is precisely the casino's own records that can confirm my requests and what happened. I clearly state that in February I requested a two-year self-exclusion, and I trust that the casino's records will confirm this.

2. Reason for account closures

The reason I requested the various account closures was always the same: I needed to stop gambling. When I saw that I was still gambling more than I wanted, I requested closure precisely to cut off access. These were never closures based on whims or mere preference, but because I needed to stop the activity.

3. About game control

Yes, the game affects me, and that's precisely why I requested self-exclusion in February and again now. My intention from the beginning has been to completely block the account.

The fact that self-exclusion has not been applied leaves me at risk, as I continue to receive bonuses, promotional messages and 500 free chips, even 15 days after requesting a total block, as shown by the evidence I have already attached.

I am waiting for the casino to provide the complete history that I have requested myself without success.

Thank you for your assistance.

Hola,

Gracias por la respuesta. Contesto punto por punto:

1. Solicitud de autoexclusión de febrero

No guardé la transcripción completa porque en ese momento no imaginé que meses después tendría que demostrarla.

Lo que sí conservo es la captura donde mi cuenta aparece como "cerrada" inmediatamente después de pedir una autoexclusión de dos años. Minutos antes había solicitado esa autoexclusión en el chat con mi gerente VIP; él cerró la conversación de forma abrupta y, acto seguido, mi cuenta apareció como cerrada. Por ese motivo entendí que la autoexclusión se había aplicado, aunque más adelante comprobé que no fue así. (Ya he adjuntado la captura correspondiente en esta misma queja).

Además de esa prueba, ya os he enviado también:

la conversación con mi gerente VIP tras solicitar la autoexclusión,

capturas de promociones enviadas después de pedir el bloqueo,

la acreditación de 500 fichas gratis recibidas cuando ya debía estar excluida,

y capturas donde se ve que 14–15 días después la cuenta sigue plenamente activa.

He solicitado al casino mi historial completo y se han negado a proporcionarlo. El casino está obligado a conservar íntegramente todos los registros internos: chats, correos, cierres y reaperturas de cuenta, promociones enviadas y cualquier comunicación mantenida conmigo.

Por eso, ruego que soliciten ustedes directamente esa conversación y el historial completo, ya que es precisamente el historial del propio casino el que puede confirmar mis solicitudes y lo ocurrido. Yo afirmo claramente que en febrero pedí una autoexclusión por dos años, y confío en que el historial del casino confirmará lo sucedido.

2. Motivo de los cierres de cuenta

El motivo por el que pedí los distintos cierres de cuenta es siempre el mismo: necesitaba dejar de jugar. Cuando veía que seguía jugando más de lo que quería, pedía el cierre precisamente para cortar el acceso. Nunca fueron cierres por capricho ni por simple preferencia, sino porque necesitaba detener la actividad.

3. Sobre el control del juego

Sí, el juego me afecta, y precisamente por eso solicité la autoexclusión en febrero y de nuevo ahora. Mi intención desde el primer momento ha sido bloquear completamente la cuenta.

El hecho de que la autoexclusión no se haya aplicado me deja en riesgo, ya que sigo recibiendo bonos, mensajes promocionales y 500 fichas gratis, incluso 15 días después de pedir el bloqueo total, tal como muestran las pruebas que ya he adjuntado.

Quedo a la espera de que el casino aporte el historial completo que yo misma he pedido sin éxito.

Gracias por vuestra gestión.

Dear Cliente2025,

Thank you for your response and for providing the additional information. I would like to reiterate that we are able to assist with account closures specifically for players who openly and explicitly indicate that they are struggling with a gambling addiction. These individuals are often in a vulnerable position and are seeking support to stop playing of their own accord, which is why clear communication is essential.

I have thoroughly reviewed the evidence you kindly provided. After careful consideration, I was unable to identify any mention of a gambling addiction in your initial correspondence. Unfortunately, without this information, our ability to support the recovery of any lost funds is limited.

If you believe that gambling addiction has played a role in your situation, I strongly encourage you to submit a new request that clearly states this. Please include me in copy when doing so, and I will ensure that your case is reviewed with the appropriate level of attention and care.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Play Regal Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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 casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

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

Katarina,

Self-exclusion is a right.

It is requested, it is fulfilled, and that's it.

It does not depend on emotions, personal confessions, or the player using a specific word.

It is an immediate obligation of the operator.

I've been requesting to close my account and self-exclude for three weeks. In three weeks:

– the account is still open,

– the casino has not implemented any measures,

– it hasn't blocked my access,

– has not sent the requested history,

– and your mediation has achieved absolutely nothing.

The only messages I have received from you have been weekly templates with no content, which do not inform, do not advance the case and do not demand anything from the operator.

It's the equivalent of doing nothing.

And I want to clarify something fundamental, because your answer suggests a requirement that does NOT exist:

Legally, I am NOT obligated to declare gambling addiction or explain my personal life in order to request self-exclusion.

Player protection regulations stipulate that the user's explicit consent is sufficient. No reasons, diagnoses, or emotional explanations are required.

My application —identified, documented and sent with my ID— was already complete and formally valid.

In fact, it is worth remembering something that seems to have been forgotten:

Self-exclusion is not a confession, nor an emotional test, nor an exercise in exposing the player's private life.

It is not an admission of gambling addiction, nor a diagnosis, nor a letter of repentance.

It is a protection mechanism, a right that is exercised without justifying anything at all.

Requiring a player to explain their personal problems or declare "addiction" to validate self-exclusion is a serious distortion of responsible gambling and an unacceptable way of shifting responsibility from the operator to the user.

The rules are clear: simply request it. That's all.

To avoid any doubt, this was the self-exclusion request I sent with my full name and ID number:

———

"I am writing to you to reiterate my request for immediate self-exclusion for two years.

I have previously requested self-exclusion and the account has only been temporarily closed.

I don't just want closure; I want total and definitive self-exclusion.

I request written confirmation that the measure has been applied correctly."

———

It is a clear, unequivocal request, and it more than meets all legal requirements.

It does not need to be reformulated or supplemented with anything else.

And to make it absolutely clear:

I'm not going to resubmit the self-exclusion form.

It has already been submitted correctly and there are no additional requirements in the procedure.

Added to this is a decisive fact:

The casino itself states in its rules that it is enough to "send a message requesting self-exclusion".

At no point are personal reasons required to be declared or any addiction mentioned.

The instruction you are trying to impose contradicts even the operator's official procedure.

Attempting to invalidate my application because it does not include a specific word only distracts from the main issue:

The operator ignored a perfectly valid formal request for three weeks.

Self-exclusion is NOT a confession,

It is NOT an emotional test,

It does NOT require any explanation.

It is a right that the operator must exercise without interpretation.

It is requested, it is fulfilled, and that's it.

What failed was not my request:

The operator's performance failed, and there was a total lack of effectiveness in the mediation.

After three weeks without any real progress, I hope this case will finally begin to be treated with the seriousness that has not been shown so far.

I'll wait.

Katarina,

La autoexclusión es un derecho.

Se pide, se cumple y punto.

No depende de emociones, ni de confesiones personales, ni de que el jugador utilice una palabra concreta.

Es una obligación inmediata del operador.

Llevo tres semanas solicitando el cierre de mi cuenta y la autoexclusión. En tres semanas:

– la cuenta sigue abierta,

– el casino no ha aplicado ninguna medida,

– no ha bloqueado mi acceso,

– no ha enviado el historial solicitado,

– y vuestra mediación no ha conseguido absolutamente nada.

Los únicos mensajes que he recibido por vuestra parte han sido plantillas semanales sin contenido, que no informan, no impulsan el caso y no exigen nada al operador.

Es el equivalente a no hacer nada.

Y quiero aclarar algo fundamental, porque vuestra respuesta sugiere una exigencia que NO existe:

legalmente NO estoy obligada a declarar ludopatía ni a explicar mi vida personal para solicitar una autoexclusión.

La normativa de protección al jugador establece que basta con la voluntad expresa del usuario. No se requieren motivos, diagnósticos ni explicaciones emocionales.

Mi solicitud —identificada, documentada y enviada con mi DNI— ya era completa y formalmente válida.

De hecho, conviene recordar algo que parece haberse olvidado:

La autoexclusión no es una confesión, ni un test emocional, ni un ejercicio de desnudar la vida privada del jugador.

No es un reconocimiento de ludopatía, ni un diagnóstico, ni una carta de arrepentimiento.

Es un mecanismo de protección, un derecho que se ejerce sin justificar absolutamente nada.

Exigir que un jugador explique sus problemas personales o declare "adicción" para validar una autoexclusión es una distorsión grave del juego responsable y una forma inaceptable de trasladar la responsabilidad del operador al usuario.

La normativa es clara: basta con solicitarla. Nada más.

Para que no quede ninguna duda, esta fue la solicitud de autoexclusión que envié con mi nombre completo y mi DNI :

———

"Me dirijo a ustedes para reiterar mi solicitud de autoexclusión inmediata por dos años.

He solicitado la autoexclusión anteriormente y solo se ha cerrado temporalmente la cuenta.

No quiero únicamente el cierre; quiero la autoexclusión total y definitiva.

Ruego confirmación por escrito de que la medida ha sido aplicada correctamente."

———

Es una solicitud clara, inequívoca, y cumple sobradamente con todos los requisitos legales.

No necesita ser reformulada ni completada con nada más.

Y para que quede absolutamente claro:

no voy a volver a enviar la autoexclusión.

Ya está presentada correctamente y no existe ninguna exigencia adicional en el procedimiento.

A esto se suma un hecho decisivo:

el propio casino establece en sus normas que basta con "enviar un mensaje solicitando la autoexclusión".

En ningún punto se exige declarar motivos personales ni mencionar adicción alguna.

La instrucción que ustedes están intentando imponer contradice incluso el procedimiento oficial del operador.

Pretender invalidar mi solicitud porque no incluye una palabra específica solo desvía la atención del hecho principal:

el operador ignoró una solicitud formal perfectamente válida durante tres semanas.

La autoexclusión NO es una confesión,

NO es un test emocional,

NO exige explicar nada.

Es un derecho que el operador debe ejecutar sin interpretaciones.

Se pide, se cumple y punto.

Lo que falló no fue mi solicitud:

falló la actuación del operador y la falta total de eficacia en la mediación.

Después de tres semanas sin avances reales, espero que este caso empiece por fin a tratarse con la seriedad que no se ha demostrado hasta ahora.

Quedo a la espera.

Dear Cliente2025,

thank you for your message.

I understand your desire to close your account and agree that the casino should respect your decision without resistance. However, Casino Guru's support is primarily focused on assisting players struggling with gambling addiction, as they are particularly vulnerable. While casinos, like any business, are entitled to employ persuasive tactics to retain customers, I encourage you to remain firm in your decision. It appears you possess the willpower to close your account independently.

Since we have not been able to move forward due to a lack of cooperation on your side, and you have chosen not to follow the recommendations provided, specifically sending one more self exclusion request, I regret to inform you that I have no other option but to close this complaint. I understand that this is not the outcome you were hoping for.

Please note that in order for us to successfully mediate any case, active cooperation from the player is essential. Without it, we are unable to proceed.

All the best,

Katarina