Glorion Casino - プレイヤーのアカウントが誤って再開されました。

Hello,

I would like to file a complaint regarding Glorion Casino and the handling of my self-exclusion.

Chronology of events:

• 7 February 2026 – I sent an email requesting account closure due to my gambling addiction.

• 7 February 2026 – the casino confirmed and closed my account the same day.

After that I stopped playing.

• 27 February 2026 – I started receiving promotional emails and bonus offers from the casino again.

• 1 March 2026 – I was suddenly able to log into my account again and start playing, even though the account had previously been closed.

• 2 March 2026 – I sent an official complaint email informing the casino that my account had been reopened and requesting self-exclusion again.

Despite this, the account remained active.

• Between 1 March and 9 March 2026 – I deposited and lost approximately 4000 PLN.

Because I had already informed the casino about my gambling addiction and my account had been previously closed, I believe reopening it and sending promotional offers was a serious breach of responsible gambling rules.

I respectfully request assistance and a refund of the deposits made after the account was reopened.

I can provide screenshots of emails, bonus offers and my previous self-exclusion request.

Thank you for your help.

Important notice:

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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 Player,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@glorion.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Dear player, thank you for your response.

Could you please forward your self-exclusion request along with a bank statement covering the relevant period directly to my email address? You can reach me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Hello Attila,

I have just sent the requested documents to your email address (self-exclusion email confirmation and screenshots of deposits).

Please let me know if anything else is needed.

Kind regards

[Redacted]

Dear Player,

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, Matej (matej.l@casino.guru). 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,

Attila

Hello Gregorczyk, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Glorion Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

Hello,

I would like to withdraw my complaint and close the case.

Thank you for your assistance.

Dear Gregorczyk, can you please confirm the casino has closed your account and refunded the disputed amount you have indicated when lodging this complaint, please?

Hello! My Nalad account is open! My pleas were in vain! I lost another huge amount of money. The casino exploited my addiction, driving me to bankruptcy. I am extremely unhappy. I haven't received help anywhere, and the casino has done whatever it wanted with me. It tempted me with constant bonuses, fueled my gambling cravings, driving me to bankruptcy! I am begging you for help.

Dear Gregorczyk, what was the reason you wanted to close the account in the first place, please? Have you received an offer from the casino, promising something in return for closing the complaint? Please give me as much information as possible, so I can help you accordingly. Thank you.

I wanted to withdraw my complaint because I can't take it anymore! The casino robbed me of a huge sum of money! I asked them many times to close my account after reopening it without my knowledge or consent. The casino has still not responded; they send bonus offers, and my addiction is so strong that I can't stop gambling. Reopening the account has led to huge financial losses. If the account had remained closed according to my wishes and requests, I wouldn't have incurred such large debts! I know I have no chance of getting my money back because the casino will claim I deposited voluntarily, but that's not the case! An addicted person is deprived of logical thinking, and it's the casino's role to protect them from such situations.

Thank you for the explanation, Gregorczyk much appreciated.

I will keep the complaint open, as his issue definitely needs to be addressed and resolved alongside the casino.

In tge meantime, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Hello,

I am finally and definitively requesting that you close my complaint regarding responsible gaming at Glorion Casino. My request is final and will not change.

Thank you for your help.

As per the above, the complain will be closed without further investigation.