BookofCasino - El jugador solicita un reembolso tras el cierre de su cuenta.

Hello, last year I wanted a permanent ban due to gambling addiction and had to be banned three times. Each time, the account was only blocked for one month. This year it's already happened twice.

On Sunday, September 14th at 4:08 PM, I sent another email with a photo of my identity card.

An email arrived on Thursday, September 18th at 12:55 PM.

1. Pictures of the back and front of your credit/debit card ending in ****1136, with the first six and last four digits, names, and expiration date visible. Please cover the rest of the digits and the CVC code on the back with a piece of paper, as this is sensitive information that we do not require.

I no longer have the credit card.

The account was finally closed on Monday, November 3rd at 2:13 AM.

Between September and now, I have gambled away over €5,000-€6,000. This casino does not protect its players. I expect a refund from the casino.

I have all the emails and can provide them to you.

Guten Tag, ich wollte letztes Jahr eine dauerhafte Sperre wegen der Spielsucht und musste mich 3x mal sperren lassen. Jedes Mal wurde das Konto nur einen Monat gesperrt. Dieses Jahr schon 2x mal.

So., 14. Sept. um 16:08 sendete ich erneut eine Email mit einem Foto von meinem Personalausweiss.

Do., 18. Sept. um 12:55 kam eine Mail

1. Pictures of the back and front of your credit/debit card ending in ****1136, with the first six and last four digits, names, and expiration date visible. Please cover the rest of the digits and the CVC code on the back with a piece of paper, as this is sensitive information that we do not require.

Die Kreditekarte habe ich nicht mehr.

Am Mo., 3. Nov. um 02:13 kam dann letztendlich die Kontoschließung.

In dem Zeitraum September bis jetzt habe ich über 5000-6000 Euro verspielt. Dieses Casino schützt seine Spieler nicht. Ich erwarte eine Rückerstattung von dem Casino.

Ich habe alle Mails und kann Ihnen die Mail zur Verfügung stellen.

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 Hoffes,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BookofCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Did you try contacting support after learning that your self-exclusion request was denied?

Yes, several times, as you can read in the emails.

They usually only block the account for a month, but now, strangely enough, it's been permanently blocked. This happened after I reminded them a second time about my gaming problems.

Haben Sie versucht, den Support zu kontaktieren, nachdem Sie erfahren haben, dass Ihrem Antrag auf Selbstsperre nicht stattgegeben wurde?

Ja mehrmals wie sie in den Mails lesen können.

Sie sperren den Account immer nur für einen Monat und jetzt ging es komischerweise endgültig. Nachdem zweiten mal erinnern an meine Spielprobleme.

Dear Hoffes

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,

Katarina

Hello Hoffes,

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 would also like to invite the BookofCasino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player's account repeatedly reopened? In case there is any additional evidence/information you would like to present us, please send it to [email protected]

Dear Martin,

We would like to clarify that the player’s request was handled strictly in line with our Terms and Conditions, which require each request to undergo internal review. Any activity on the account prior to the completion of a self-exclusion is the customer’s responsibility.

The player was informed of the self-exclusion period and raised no objections, after which the account was closed for the specified period.

Later, they requested account closure again, which was applied. The account has since remained closed without the option to be reopened.

Best regards,

BookofCasino

Dear casino representative,

thank you for closing the player's account permanently.

According to information available to us, the player had been requesting self-exclusion repeatedly for 2 years. Additionally, two of these requests specifically mention a permanent self exclusion. These are both back from 2024, namely 8th of April and 7th of December. After such requests, the player's account should have been permanently closed, without an option to be reopened. We therefore believe the player is entitled to a full refund of his funds.

Please let us know your position.

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.

Dear Hoffes,

unfortunately, it seems that we have lost contact with the casino in this particular case, Nevertheless, since we believe your case was justified, I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at [email protected]

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at [email protected]

I am sorry I could not be of further help

Martin