Koru Casino - La cuenta del jugador fue mal manejada con respecto al juego responsable.

I am filing a complaint regarding serious failures in responsible gambling handling by Koru Casino.

On [22.12.2025 12:08], I contacted the casino by email requesting a 14-day cooldown as a responsible gambling measure. This request was ignored for several days, and my account stayed fully active.

I then contacted the live chat, where I explicitly stated that I am highly addicted to gambling and requested help.

Instead of immediately blocking my account, the casino credited me with a cashback/bonus, actively encouraging further gambling.

Only later was my account finally restricted.

I want to make it clear that had my cooldown request or my addiction disclosure been handled correctly and immediately, I would not have continued gambling and suffering losses.

I am requesting:

a refund of all deposits/losses incurred after my cooldown request, or

at minimum after my explicit addiction disclosure in live chat.

In my view, issuing bonuses to a self-declared addicted player and delaying protective measures constitutes a serious breach of responsible gambling obligations.

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Dear Sven39,

Thank you very much for submitting your complaint. I’m sorry to hear about what happened and the difficulties you are currently facing with the casino.

I would like to clarify a few points before we move forward with your case:

• When you first requested the 14-day cooldown on 22.12.2025, did you clearly state the reason for the request (for example gambling addiction, financial issues, stress, etc.)?
• In the live chat, when you mentioned that you were addicted to gambling, did the casino agent confirm in writing that they understood your situation?
• Could you please share the exact communication where you requested help or self-exclusion, as well as the response you received from the casino?

From the communication you forwarded so far, I can’t clearly see the reason you gave when asking for the account to be restricted. This is extremely important because casinos make decisions based on what the player states at the time of the request. If gambling addiction is not explicitly mentioned, casinos may process the request differently, and this can affect the outcome of the complaint — especially if you are asking for a refund of losses.

If you have more emails, screenshots, or chat transcripts that show the exact wording of your requests, please upload them here or send them to petronela.k@casino.guru so we can review everything properly.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Petronela,

Thank you very much for your feedback and the opportunity to clarify my case.

Regarding your questions, I would like to clarify the following:

1. Reason for the 14-day break (email from December 22nd)

At the time of my email on December 22nd, in which I requested a 14-day cooldown, I was already exhibiting highly problematic gaming behavior.

Although I did not explicitly use the term "gambling addiction" in this first email, the application was made for precisely this reason:

I felt like I was losing control over my gaming behavior.

I wanted a deliberate break to prevent further financial damage.

The cooldown request was therefore not a neutral request, but a preventive measure due to escalating addictive behavior.

2. Escalation in live chat / Indication of gambling addiction

Since there was no response to my email for several days, my condition worsened further.

On December 26th, I therefore contacted the live chat and explicitly explained that I am highly addicted to gambling and that my account should be permanently blocked.

This permanent ban request was a direct consequence of the escalation that resulted from my initial cooldown request going unanswered.

3. Casino's reaction

Instead of first seriously examining my condition or immediately implementing the suspension request, I was initially credited with a bonus in the live chat.

Only after a renewed and unambiguous request for a permanent ban, citing my gambling addiction, was my account finally closed.

4. Evidence

Unfortunately, I did not receive a complete chat log via email, so I cannot provide this part as a screenshot.

However, I can gladly provide and upload the email from December 22nd containing the cooldown request.

In summary:

The cooldown request was already due to addiction.

The casino's lack of response led to the escalation.

Gambling addiction was explicitly mentioned in the live chat.

The bonus was paid despite the blocking request.

I hope this clarification helps you understand the timing and content.

To correctly classify the context.

Thank you for your support.

Kind regards

Sven

Liebe Petronela,

vielen Dank für Ihre Rückmeldung und die Möglichkeit, meinen Fall zu präzisieren.

Zu Ihren Fragen möchte ich Folgendes klarstellen:

1. Grund für die 14-tägige Auszeit (E-Mail vom 22.12.)

Zum Zeitpunkt meiner E-Mail am 22.12., in der ich um einen 14-tägigen Cooldown gebeten habe, befand ich mich bereits in einem stark problematischen Spielverhalten.

Auch wenn ich in dieser ersten E-Mail den Begriff „Spielsucht" nicht ausdrücklich verwendet habe, erfolgte der Antrag aus genau diesem Grund:

ich hatte das Gefühl, die Kontrolle über mein Spielverhalten zu verlieren

ich wollte eine bewusste Pause, um weitere finanzielle Schäden zu verhindern

Der Cooldown-Antrag war somit kein neutraler Wunsch, sondern eine präventive Maßnahme aufgrund eines eskalierenden Suchtverhaltens.

2. Eskalation im Live-Chat / Hinweis auf Spielsucht

Da auf meine E-Mail mehrere Tage lang keine Reaktion erfolgte, verschlechterte sich mein Zustand weiter.

Am 26.12. habe ich mich deshalb an den Live-Chat gewandt und dort ausdrücklich erklärt, dass ich hochgradig spielsüchtig („highly addicted") bin und mein Konto dauerhaft gesperrt werden soll.

Dieser permanente Sperrwunsch war eine direkte Folge der Eskalation, die dadurch entstand, dass mein ursprünglicher Cooldown-Antrag unbeantwortet blieb.

3. Reaktion des Casinos

Statt meinen Zustand zunächst ernsthaft zu prüfen oder den Sperrwunsch unmittelbar umzusetzen, wurde mir im Live-Chat zunächst ein Bonus gutgeschrieben.

Erst nach erneuter und eindeutiger Bitte um eine dauerhafte Sperre unter Hinweis auf meine Spielsucht wurde mein Konto schließlich geschlossen.

4. Belege

Leider wurde mir kein vollständiges Chatprotokoll per E-Mail zugesandt, sodass ich diesen Teil nicht als Screenshot nachreichen kann.

Die E-Mail vom 22.12. mit dem Cooldown-Antrag kann ich jedoch gerne zur Verfügung stellen und hochladen.

Zusammenfassend:

Der Cooldown-Antrag war bereits suchtbedingt

Die fehlende Reaktion des Casinos führte zur Eskalation

Im Live-Chat wurde die Spielsucht explizit benannt

Der Bonus erfolgte trotz Sperrwunsch

Ich hoffe, diese Klarstellung hilft Ihnen, den zeitlichen und inhaltlichen

Zusammenhang korrekt einzuordnen.

Vielen Dank für Ihre Unterstützung.

Freundliche Grüße

Sven

Hi Sven39,

Thank you very much for the additional information and the screenshot from the live chat.

Before we proceed, I would like to confirm several key points to ensure that we fully understand the sequence of events and the way in which your requests were communicated. This is essential for evaluating the casino’s actions and whether responsible gambling procedures were followed correctly.

Timeline to Confirm

Date & TimeEventStatus / Player Statement

22.12.2025 – 12:08

You emailed the casino requesting a 14-day cooldown

No reply received – account remained active

22.12.–26.12.2025

Continued gambling and further losses occurred

Due to missing response to the cooldown request

26.12.2025 (chat time not specified)

You contacted live chat to request help

Mentioned you had already emailed four days earlier requesting a ban (screenshot below)

26.12.2025 – same chat

You stated: "There is no player protection whatsoever"

This is the only current mention that hints at addiction, but it is not clearly stated

After this message

Casino issued a bonus / cashback

This happened after you indicated that your request was ignored

Later on 26.12.2025

Account was eventually restricted / closed

Not clear if temporary or permanent

About the wording

At this moment, based on the material we have, this chat screenshot is the only reference where gambling problems are implied. However, it does not clearly state that you are addicted to gambling or that you are requesting a permanent block specifically due to gambling addiction. This clarity matters because it influences the evaluation of the casino’s obligations.

To proceed, please confirm:

1. Does the timeline above correctly reflect what happened?
2. Was gambling addiction clearly mentioned in any other communication (email or chat)?

Thank you in advance for your reply.

It seems to be resolved, but I'm still waiting for my temporary suspension to be lifted so I can withdraw my losses; unfortunately, I still can't log in.

Es scheint geklärt, noch warte ich auf die Aufhebung meiner vorläufigen Sperre, damit ich die Verluste abheben kann, noch kann ich mich leider nicht einloggen.

Hi Sven39,

Thank you for the update.

I’m glad to hear that the situation appears to be moving toward a resolution. Please keep me informed once your temporary suspension is lifted or if you receive any further communication from the casino. If the login issue persists or you encounter any problems with withdrawing your funds, let me know and we will review the situation again.

I’ll be waiting for your update.

Update 06.01:

I got refund of: 592.18 EUR but I have now inquired again regarding the composition of the amount, as I see more than just that amount on my bank statement; I see: 745.30 EUR. I inquired again via email.

Hi Sven39,

Thank you for the update.

To make sure we proceed correctly, could you please clarify the total amount you are expecting to be refunded? At the moment, the initial disputed amount in this complaint was €500, and we need to clearly understand whether your current request goes beyond that amount.

You mentioned receiving €592.18, and that your bank statement now shows €745.30. Once you receive clarification from the casino regarding the composition of these amounts, please let us know:

• which amount(s) you consider refunded, and
• whether you believe there is any outstanding balance still due to you.

I’ll be waiting for your update.

Dear Sven39,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sven39,

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,

Petronela