CasinoAndYou - 自己排除にもかかわらず、プレイヤーのアカウントは開いたままです。

Dear Casino Guru,

On August 4th, 2025, I informed Casinoandyou via live chat that I am self-excluded due to a serious gambling addiction from their sister casino Betandyou. Despite this, they did not close my account and allowed me to continue gambling, which resulted in a loss of €1,060.

This is a clear violation of responsible gambling principles and of my right to self-exclusion. I kindly request your assistance in resolving this matter and recovering my funds.

Best regards,

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please note that GCB-licensed casinos are not obligated to enforce self-exclusion across associated brands.

Did you respond to the casino when they asked whether you have a gambling addiction?

Is your account currently closed, or is it still active?

Have you sent any account closure or self-exclusion requests directly to CasinoAndYou?

If yes, could you please forward those messages to my email address: dominika.l@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dominika,

On August 4, 2025, I informed Casinoandyou via live chat that I was already self-excluded from the sister casino Betandyou due to a serious gambling addiction. However, at Casinoandyou, my self-exclusion was requested on my behalf after I had already gambled and lost the amount of 1,060 euros.

Even though they knew about my addiction and previous self-exclusion, they allowed me to continue playing until I requested closure. This, in my opinion, violates the basic principles of responsible gaming.

I will forward you the relevant conversation excerpt for proof.

Best regards,

Αγαπητή Dominika,

Στις 4 Αυγούστου 2025 ενημέρωσα το Casinoandyou μέσω live chat ότι είμαι ήδη αυτοαποκλεισμένος από το αδελφό καζίνο Betandyou λόγω σοβαρού εθισμού στον τζόγο. Ωστόσο, στο Casinoandyou ο αυτοαποκλεισμός μου ζητήθηκε εκ μέρους μου αφού είχα ήδη παίξει και χάσει το ποσό των 1.060 ευρώ.

Παρόλο που γνώριζαν για τον εθισμό και τον προηγούμενο αυτοαποκλεισμό μου, μου επέτρεψαν να συνεχίσω να παίζω μέχρι να ζητήσω εγώ το κλείσιμο. Αυτό, κατά την άποψή μου, παραβιάζει τις βασικές αρχές υπεύθυνου παιχνιδιού.

Θα σας προωθήσω το σχετικό απόσπασμα συνομιλίας για απόδειξη.

Με εκτίμηση,

Dear player, thank you for your reply and for providing further clarification.

As I previously mentioned, please note that GCB-licensed casinos are not obligated to enforce self-exclusion across associated brands. This means that your self-exclusion at Betandyou was not automatically valid at Casinoandyou unless you had directly requested it.

Additionally, based on your own statement, your gambling activity at Casinoandyou continued until you informed the casino of your gambling addiction and requested closure. Since your self-exclusion was only requested after you had already gambled and lost, the casino was not in violation of any specific self-exclusion obligations prior to that point.

We understand that this situation is very difficult, but unfortunately, since your account is now closed and the gambling occurred before the request for self-exclusion, we are unable to assist you further with the recovery of these funds.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.