Glorion Casino - 自己排除リクエスト後もプレイヤーのアカウントはアクティブなままです。

Dear Casino Guru Team,

I would like to file a complaint against the online casino Glorion.

On March 6th, I informed the casino's support team via email that I suffer from gambling addiction and requested the permanent closure of my account.

Despite this clear self-exclusion request, my account remained active. I was still able to log in and make deposits, even though I had explicitly reported my gambling addiction.

Because of this situation, after self-excluding, I deposited and lost another €300.

According to responsible gambling guidelines, an account should be immediately blocked as soon as a player reports a gambling problem and requests permanent closure. Unfortunately, this did not happen here.

Therefore, I am asking for your help so that the casino refunds the €300 that I deposited after my self-exclusion.

Thank you for your support.

Best regards

Sascha H.

Sehr geehrtes Casino Guru Team,

ich möchte eine Beschwerde gegen das Online-Casino Glorion einreichen.

Am 6. März habe ich den Support des Casinos per E-Mail darüber informiert, dass ich unter Glücksspielsucht leide und eine dauerhafte Schließung meines Accounts beantragt.

Trotz dieser klaren Selbstsperre-Anfrage blieb mein Konto weiterhin aktiv. Ich konnte mich weiterhin einloggen und Einzahlungen tätigen, obwohl ich ausdrücklich meine Spielsucht gemeldet hatte.

Aufgrund dieser Situation habe ich nach meiner Selbstsperre noch 300 € eingezahlt und verloren.

Nach den Regeln des Responsible Gambling sollte ein Konto sofort gesperrt werden, sobald ein Spieler eine Spielsucht meldet und eine dauerhafte Schließung verlangt. Das ist hier leider nicht passiert.

Deshalb bitte ich um Ihre Hilfe, damit das Casino die 300 € zurückerstattet, die ich nach meiner Selbstsperre eingezahlt habe.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Sascha H.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino responded to the message you sent on Friday, March 6?
• Is your account currently closed, or is it still open? If it's closed, kindly specify when exactly the casino closed it.
• Have you passed the full KYC verification at this casino?
• When exactly did you deposit the additional €300 into the casino?

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

Best regards

Veronika

On March 6, 2026 at 7:59 PM, I informed the casino's support team via email that I suffer from gambling addiction and requested a permanent account ban (self-exclusion).

At the time of this message, there was no credit balance in my player account.

According to the Responsible Gambling Guidelines, an account should be immediately suspended after such a report. However, this did not happen.

My account remained active and I was still able to make deposits.

On March 7, 2026, at 7:33 AM, my account was still not blocked and I was able to deposit money. During this period, I deposited and lost €300.

My account was only blocked later, on March 7, 2026 at 9:50 PM, more than 24 hours after I reported my gambling addiction and requested permanent account blocking.

Additionally, my account was not yet fully KYC verified at that time.

In my opinion, the casino should have closed my account immediately after I requested self-exclusion. The fact that deposits were still possible constitutes a violation of the Responsible Gambling Guidelines.

Therefore, I request a refund of the €300 I deposited after submitting my self-exclusion request.

I can provide all the necessary evidence (emails with timestamps, deposit times and blocking times).

Am 06.03.2026 um 19:59 Uhr habe ich dem Support des Casinos per E-Mail mitgeteilt, dass ich an einer Spielsucht leide und eine dauerhafte Kontosperre (Self-Exclusion) beantragt.

Zum Zeitpunkt dieser Meldung befand sich kein Guthaben auf meinem Spielerkonto.

Nach den Responsible-Gambling-Richtlinien sollte ein Konto nach einer solchen Meldung sofort gesperrt werden. Dies ist jedoch nicht passiert.

Mein Konto blieb weiterhin aktiv und ich konnte weiterhin Einzahlungen tätigen.

Am 07.03.2026 um 07:33 Uhr war mein Konto noch immer nicht gesperrt und ich konnte Geld einzahlen. In diesem Zeitraum habe ich 300 € eingezahlt und verloren.

Die Sperre meines Kontos erfolgte erst später am 07.03.2026 um 21:50 Uhr, also mehr als 24 Stunden nach meiner Meldung über Spielsucht und meinem Antrag auf dauerhafte Kontosperre.

Zusätzlich war mein Konto zu diesem Zeitpunkt noch nicht vollständig KYC-verifiziert.

Meiner Ansicht nach hätte das Casino mein Konto unmittelbar nach meiner Selbstsperranfrage schließen müssen. Dass weiterhin Einzahlungen möglich waren, stellt einen Verstoß gegen die Responsible-Gambling-Richtlinien dar.

Daher bitte ich um die Rückerstattung der 300 €, die ich nach meiner Selbstsperranfrage eingezahlt habe.

Ich kann sämtliche Nachweise (E-Mails mit Zeitstempel, Einzahlungszeitpunkt und Sperrzeitpunkt) zur Verfügung stellen.

Dear ihea1984,

Thank you for your response.

According to the available evidence, you submitted your self-exclusion request on March 6, and the casino closed your account on March 7. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Glorion Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Best regards

Veronika

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