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Casino will not close account due to problem gambling

I have sent an email to:

• [email protected]
• [email protected]

I received a reply from support saying I need to provide essentially KYC details to close my account. I already deleted the email but I sent another one to both emails asking to block deposits permanently if they cannot close my account

I don't have faith this casino is event legitimate and may have just thrown away money on the initial deposits if we cant even close our account without providing ID that relates to KYC

as per their website:

. To request self-exclusion, please email us at [email protected].

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 tendol4i1,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy and the General T&Cs and I found this:

When to Take a Break

If you feel that gambling is no longer a source of entertainment, or if you’re concerned that you may be losing control over your play, we strongly encourage you to consider self-exclusion or self-limitation options. To request self-exclusion, please email us at [email protected].

During the exclusion period, your account will remain inaccessible, and you are not permitted to create new accounts. After the selected period has ended, your account can be reactivated only upon request. super-spin.com bears no responsibility if you continue to gamble using another account, name, or address during the exclusion period.

SELF-EXCLUSION

The Casino offers a self-exclusion option for players who wish to take a break from gambling. To initiate self-exclusion, please contact us at [email protected] with a clear request and the desired duration of the exclusion period.

Self-exclusion can be requested for a specific period of up to 12 months. The account will be blocked only after the exclusion period has been clearly stated in your message. During this time, access to the account will be restricted, and it will not be possible to reverse the exclusion until the specified period has ended.

After the exclusion period has passed, you may contact us to request reactivation of your account. The account will remain blocked until you contact us with a formal request to re-open it.

Please note that any available balance at the time of self-exclusion will remain on your account and can be withdrawn by contacting support, provided all verification requirements have been met.

When did you inform the casino about your gambling problem for the first time? Could you please forward the account closure requests you sent to the casino to my email at [email protected]?

Thank you very much for your cooperation.

Best regards,

Kristina

Hi I emailed them would’ve been 6th of 7th of Feb 2026 and also today 12th feb

i have sent to both those emails as stated above

Got a reply from them again

As we previously mentioned, we have already sent you the list of documents required to complete this process. Please note that providing these documents is a mandatory procedure to ensure the security of your account and to finalize the closure.

Kindly submit the requested documents at your earliest convenience. Once they are received and verified, we will be able to close your account immediately.

Thank you very much for your reply, tendol4i1. I apologize, but I haven't received any emails from you yet. Could you please forward the self-exclusion requests and any other relevant communication between you and the casino to me?

Dear tendol4i1,

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.

Hi Kristina I have forwarded the emails through to you

I would like to kindly remind you of my previous request for all self-exclusion requests that were sent to the casino. Unfortunately, I have not yet received this information. Thank you for your attention to this matter.

Hi I actually don’t have those emails anymore, however I sent you the latest ones (I had already put them in spam before that and it was deleted)

Could you please advise if you still have access to your casino account? Have you provided the required documents?

Yes I still have access, I am not going to send any documents (kyc to close account is just crazy) as I can see the safety index has dropped even lower

Dear tendol4i1,

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, Martin ([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,

Kristina

Hello tendol4i1,

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 will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Hi they got in contact with me yesterday, the issue is resolved, account closed successfully

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear tendol4i1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin