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.

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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.

Thanks for the update.

Has the casino agreed to refund you any spent deposits since your last post?

Please let me know.

Looking forward to your reply.

Hey, they haven't solved the issue yet. More information in the investigation.

Hei, eivät ole vielä ratkaisseet asiaa. Kuulemma tutkinnassa.

Thanks for your reply.

Please let me summarize the complaint as it appears from our point of view so far. Feel free to correct the timeline of events

You registered in the casino on April 28th, deposited, and played.

You requested your account to be excluded due to gambling issues on April 29th. You repeated your requests several times, and when the casino didn't process your requests, you filed a complaint.

Your account was closed on May 1st.

Please note that we consider the delay between your requests for self-exclusion and the eventual closure of your account as reasonable. We also don't consider responsible gambling limits in online casinos to be mandatory.

Please let me know whether I overlooked any information and whether you received any reply regarding the refund of your net deposits.

Looking forward to your reply.

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

Dear Ladygambler,

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,

Tomas