SuperOnni Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

I stumbled upon this online casino due to a direct advertisement in my email. And unfortunately I decided to play. I suffer from a serious gambling problem and I always set limits for myself after the first deposit. This site simply did not have any responsible gambling tools, no instructions and no chat. The casino violates the CGA's requirements for responsible gambling guidelines. I have now sent the casino an email and a message in the chat and my account is still open. I demand my net deposits back, I was unable to limit my gambling.

Eksyin tälle nettikasinolle sähköpostiini saapuneen suoran mainoksen johdosta. Ja epäonnekseni ratkesin pelaamaan. Kärsin vakavasta peliongelmasta ja aina ensimmäisen talletuksen jäljeen asetan itselleni rajat. Tällä sivustolla ei vain ollutkaan minkäänlaisia vastuullisen pelaamisen työkaluja, eikä ohjeita ja chat kiinni. Kasino rikkoo CGA:n vaatimuksia vastuullisen pelaamisen ohjeista. Olen nyt laittanut kasinolle sähköpostia ja viestiä chattiin ja tilini on yhä auki. Vaadin nettotalletuksieni palauttamista, en pystynyt rajoittamaan pelaamistani.

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 Superonni Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@superonni.com and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Superonni (Superonni.com) Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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,

Tomas

Hi, I sent you an email from another address (which I have registered with the casino) about the thread I have posted on Superonni casino. I also made a new request to close, cc'd the email address you provided and also sent another request to the sister casino luckyfruit, which also does not respond to requests to close the account.

I still have the accounts open and I'm fighting against accidentally depositing more.

Hei, laitoin sinulle sähköpostitse toisesta osoitteesta (joka minulla kasinolle rekisteröitynä) viestiketjun, jonka olen laittanut Superonni kasinolle. Lisäksi tein uuden pyynnön sulkemisesta, laitoin antamasi sähköpostiosoitteen cc:ksi ja lisäksi laitoin toisen pyynnön sisarkasinolle luckyfruitille, joka ei myöskään vastaa pyyntöihin sulkea tiliä.

Tilit ovat minulla yhä auki ja taistelen sitä vastaan, etten vahingossakaan tallettaisi enää lisää.

Thanks for sharing the information with me.

Did the casino close your account since your last post?

Did the support respond to your refund requests?

Please let me know.

I finally got a response that my account was closed, after the third message. They said they would investigate the refund issue, but I haven't heard anything since then (May 1, 2026). I've also followed up without getting a response.

Sain lopulta vastauksen, että tilini on suljettu, kolmannen viestin jälkeen. Hyvitysasiaan ilmoittivat, että laittavat tutkintaan, sen jälkeen (1.5.2026) en ole kuullut mitään. Olen myös kysynyt perään saamatta vastausta.