AvoCasino - La cuenta del jugador no se ha cerrado como se solicitó.

Hi I wishing to get some help in a responsible gambling issue with this casino.

• 28th February 2026 I have sent email asking to close my account permanently due to problem gambling
• 28th February 2026 They replied same day giving me terms and conditions and to confirm the closure, I replied same day saying Yes I confirm please close
• 4th March 2026 - they said I had coins (bonus points to use and asked me to reconsider), same day i reset my password to login used the points (there was issue with resetting password), after it worked I got in and used the points
• 4th March 2026 - Few hours in the day after using the bonus points, I said please just permanently close my account. At the same time in an email few hours later I said, reset password worked, i played through the bonus and points and please close my account as I have gambling problems
• 9th March 2026 - I get an email saying they have option to use deposit limit / freeze instead of permanently
• I made $970 of deposits this date which I believe shouldnt have happened if they had responded to my request to close my account due to problem gambling
• I asked on 3 separate occassions to please permanently close and I confirm to the terms and conditions

I can forward the email where the above happened and I have just exported a copy of the transactions (I did not deposit any money from 28th February to 8th March as I was waiting for confirmation of account closure). I am hoping in good faith they can refund money as I made it very clear I have a gambling problem. I have already requested permanent self exclusion on my other account with the same group (Aerobet), I am hoping that one has gone through as I confirmed multiple times as well to close.

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Dear tendol4i1,

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:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

email: support@avocasinovip.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

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?

Could you please forward your correspondence with the casino? You can reach me via email at attila.g@casino.guru.

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

Hi Attila I have forwarded the email correspondence to yourself

• For this Avocasino no I have not yet done verification as they have no asked for it (I did not have to make a withdrawal yet, they have not asked me for KYC)
• I am happy to do KYC as I've done it at their sister casino, Aerobet (made 2x withdrawals there), also used the same card to deposit there and withdraw. The thing is they just closed my account today on that casino, I wonder if its related to this
• I have also got an email from VIP manager today asking if I want a $100 bonus because of some issue?, I'm not aware of any issue, (I am assuming this is the issue)?

Dear player, dear Casinoguru team,

We would like to clarify that as a responsible gaming measure on March 9th user was asked about alternative options like freezing the account or setting up the deposit limit but we did not receive an answer til this moment. The users account is closed now anyway without a possibility of reopening.

Thanks!

AvoCasino Support Team.

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, 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 tendol4i1, 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.

Dear AvoCasino, the player has provided me with the e-mail conversation between himself and the casino support agent. On 27th February, a request for account closure due to gambling addiction has been e-mailed to Support. In response, the agent asked for confirmation, and reiterating that this will void any active balance on the account. On 28th February the player confirmed this decision, but it seems like it was not acted upon, and to make matters worse, on 4th March the support agent responded with a message asking the player to reconsider this decision and reminding him of the balance.

From Casino Guru viewpoint, the player protection has failed in three major instances:

• Balance void out threat

We believe that in case of gambling addiction, the player should not be threatened with balance void out. In many cases this scares the players form committing to this important decision, and often leads to even more unwanted spending.

• Ignoring self-exclusion request

Since the request has been clear, and even confirmed, we believe the support staff should have acted and close the account as soon as feasible. According to your original message, the account has been closed around 13th March, which is well beyond the reasonable amount it should have taken.

• Asking the player to reconsider

Asking a gambling addict to reconsider decision to get self-excluded, is bottom line the same as asking a drug addict to reconsider staying on heroine instead of going to a rehab. We see this as a huge misstep on the support agent's account, and in the future we would strongly advise to abandon this practice - as it will lead to more complaints and issues for both players as well as the casino.

With this in mind, I would like to ask if you could e-mail me (matej.l@casino.guru) player's cashier history showing deposits and withdrawals made between 28th February until the account closure, alongside any evidence you may find relative to this complaint, that can support your statement. Thank you for your time and cooperation!

Dear tendol4i1, dear Casinoguru team,

We provided and email answers both of you regarding this case and we will wait for your reply there. Thank you!

Thank you I have replied to the email and just waiting on the access again to initiate the withdrawal

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,

Matej