Caxino Casino - La cuenta del jugador ha sido cerrada pero se le permite depositar.

I have banned myself from playing at Caxino and Wheelz casinos over a year ago via their responsible gambling pages. I have also sent an email to both casinos to close my account. The email included my full name, date of birth and address. I was still able to open an account at both sites with the same information. I demand that they return my deposit.

Olen asettanut itselleni pelikieellon Caxino ja Wheelz kasinoille yli vuosi sitten sivustojen omien vastuullisen pelaamisen sivujen kautta. Olen lisäksi lähettänyt molempiin kasinoihin sähköpostiviestin tilin sulkemisesta. Sähköpostissa oli koko nimeni, syntymäaikani ja osoitteeni. Pystyin silti avaamaan tilin molemmille sivustoille samoilla tiedoilla. Vaadin jeitä palauttamaan tallettamani rahat.

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.

Hello,

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

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

• Have you informed the casino about suffering from gambling problems or that you are in need of protection from further gambling?
• Is any of your Caxino Casino currently accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I have sent the following email to wheelz and caxino casinos:

"Hi! I kindly ask you to block my access to your site because of my gambling problem. If I have an account on your site, please close it permanently and stop all marketing. If I haven't registered yet, please make your best effort to prevent me doing so. I hope this ban also applies to any of your "sister casinos" and possible future casinos.

Here are my personal details:

Name: xx

Email: xx

Address: xx

Date of birth: xx"

In addition, I had closed the accounts through the casinos' own responsible gambling pages.

The accounts are currently inactive, when I reported this to wheelz customer service. I also mentioned that I want a refund for my deposits, but they did not respond.

Olen lähettänyt wheelz ja caxino -kasinoille seuraavan sähköpostin:

"Hi! I kindly ask you to block my access to your site because of my gambling problem. If I have an account on your site, please close it permanently and stop all marketing. If I haven’t registered yet, please make your best effort to prevent me doing so. I hope this ban also applies to any of your "sister casinos" and possible future casinos. 

Here are my personal details:

Name: xx

Email: xx

Address: xx

Date of birth: xx"

Lisäksi olin sulkenut tilit kasinoiden omien vastuullisen pelaamisen sivujen kautta.

Pelitilit eivät ole tällä hetkellä enää käytössä, kun ilmoitin asiasta wheelzin asiakaspalveluun. Mainitsin myös, että haluan hyvityksen talletuksistani, mutta he eivät vastanneet asiaan.

Thanks for the explanation.

I would kindly ask you for evidence of which emails you sent and when.

Send the emails addressed to the casino to me as attachments.

In order to send emails as attachments, on a desktop, please find the relevant emails and choose the option 'forward as attachment'

Thanks in advance for your cooperation.

Hello,

I have sent the message above to hundreds of casinos according to this instruction: https://paihdelinkki.fi/verkkokussit-ja-oppaat/rahapelaaminen/pelitilien-estaminen/

for all these casinos: https://paihdelinkki.fi/wp-content/uploads/sites/3/2025/10/nettikasinoiden-sahkopostilista-141025.pdf

I don't have a record of the message sent to this particular casino.

However, I have also closed my account through their responsible gambling pages. The ban was supposed to be permanent, but it only lasted 1-2 years.

Hei,

Olen lähettänyt ylhäällä olevan viestin sadoille kasinoille tämän ohjeen mukaan: https://paihdelinkki.fi/verkkokurssit-ja-oppaat/rahapelaaminen/pelitilien-estaminen/

kaikille näille kasinoille: https://paihdelinkki.fi/wp-content/uploads/sites/3/2025/10/nettikasinoiden-sahkopostilista-141025.pdf

Minulla ei ole tallessa juuri tälle kasinolle lähetettyä viestiä.

Olen kuitenkin myös sulkenut pelitilini heidän vastuullisen pelaamisen sivujen kautta. Kiellon piti olla lopullinen, mutta se kestikin vain 1-2 vuotta.

Hello Sus89,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the detailed explanation.

Please note, I couldn't access the first link.

Without evidence, you informed the casino of your gambling issues; we are unable to confront them about their failure to protect you from creating another account.

Please understand that for players, creating multiple accounts in an online casino is almost universally prohibited, and it's the player's responsibility to abide by this rule. Please let me know whether you can recover evidence of you having informed the casino of your gambling addiction, or any previously received confirmation of a successful self-exclusion to me.

My email is tomas@casino.guru

Dear Sus89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I have been trying to get proof of the ban request from the casino. I have asked them twice to send me GDPR information including my email contact with the casino and the date my account was closed. They replied to my first message (February 2nd) saying they would look into the matter, but I still haven't received any information.

Hei,

Olen yrittänyt hankkia todistetta pelikiellon pyytämisestä kasinolta. Olen kahdesti pyytänyt heitä lähettämään GDPR-tiedot mm. sähköposti yhteydenpitoni kasinon kanssa ja tilini sulkemispäivän. He vastasivat ensimmäiseen viestiini (2. Helmikuuta) ottavansa asian käsittelyyn, mutta en ole saanut tietoja vieläkään.

Thanks for your reply.

Has the casino provided you with the GDPR information up until now that would confirm your self-exclusion efforts

Have you saved the communication with the casino that led to the reopening of your account in the casino?

Please share with me anything else that would support your case

I apologize for the inconvenience.

Hi, I have only received GDPR information from an account that was opened later. That information did not include, for example, email communications between the casino and me. I have also requested information from my first account, but have not received it yet.

Hei, olen saanut gdpr-tiedot vain myöhemmin avatusta tilistä. Nuo tiedot eivät sisältäneet esimerkiksi kasinon ja minun välistä sähköpostiviestintää. Olen pyytänyt tietoja myös ensimmäisestä tilistäni, mutta en ole saanut niitä vielä.

Thanks for your reply.

• Have you received the necessary proof from the casino since your previous post?

Please let me know.

Dear Sus89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I haven't heard back from them regarding my GDPR information. Could you please help me with this?

Hei, en ole viekään saanut heiltä vastausta koskien GDPR-tietojani. Pystyisittekö auttamaan tässä asiassa?

We unfortunately don't assist with GDPR requests. Please let me know if there is any other evidence we might use to assist you further.

Looking forward to your reply.

Dear Sus89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru