Reipas Casino - La cuenta del jugador ha sido cerrada después de una solicitud de autoexclusión.

Hello Casino Guru!

I am asking for your help on the issue since the casino is declining to take any responsibility in the matter at hand.

I have requested an permanent self-exclusion of my account on the 6th of August 2025 via email, and I never heard back from them. I feel this has significantly broken the rules of responsible gaming.

Due to them not applying any restrictions to my account, I made 1702.00€ worth of deposits after I have requested them to permanently exclude me from the site.

The live-chat is almost always unavailable, but today I got a hold of them, they refused to refund any deposits and closed my account permanently. I am not looking to get it opened again ever, but I am exploring ways to make them responsible for not complying with my request and allowing me to continue making deposits when the account was supposed to be not accesible.

Hope you can help with this situation!

Hello,

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

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

• Have you unsubscribed from the casino's marketing communication?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

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

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi!

Thank you for the quick response. I will clarify everything you asked below.

• I did not accept any marketing communication from them when I registered, so I did not seperately have the need to unsubscribe.

• I have sent you screenshots of the email I sent showing the recipient, date, time and the request itself.

• I feel the casino did nothing to comply with my request, and allowed me to deposit until the day I posted this complaint. Also the live chat did not first allow to exclude permanently, only for 6 months maximum. Only when I started demanding the deposits back, they closed my account permanently immediately. I have screenshots of this aswell.

Ask for more details or proof if needed, I will be here to get this solved.

Best regards,

W**********

Hello,

thank you for your message and email.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello!

I have now sent you all the livechat transcripts, translated to English for your convenience.

No other communication has been had before or after these, with the exception of the unanswered original self-exclusion email that I have previously sent.

Feel free to ask me for any other details if needed, I’ll be waiting for your answer!

Hello WhiteRobinho,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I understand completely and I am in no hurry, take all the time you need in resolving the case.

Thank you very much, WhiteRobinho, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

I have managed to find another contact for the casino and messaged them directly. I am prolonging the timer by an extra 48 hours, to give the casino chance to start dealing with the complaint.

Dear WhiteRobinho,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

Before you go, I would also strongly recommend installing free app BetBlocker (https://betblocker.org/fi/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a good friend to set the password for you. Next, I would recommend blocking all the e-mails and phone numbers sending you promotional materials, to stay safe.

I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej