Zodiac Casino - Se deniega la solicitud de cierre de cuenta del jugador.

Wanted to close my account permanently due to gambling addiction they proceeded to give me 200 dollar bonus. I gambled that away, went back to live chat on the website few moments later requested to permanently close.my account again. They did close my account but I was able to reactivate that account same day I feel I was victimized in this situation not blocking me from using there services. A few months later after thousands of dollars lost I requested to close again and they sent me to there risk management team giving me a few option for permanent exclusion and deposit limits.

I'm having a hard time getting access to conversation chain cause it was through there live chat I requested access to see all chats since I opened the account and that was a week ago and no response from there risk management team I had a conversation recently with a live chat person on the website and I was able to get some information out of them I will attach snapshots of this convo in attachments

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Dear DAVE834xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-Exclusion

Should you feel you have a gambling problem and require a short or long term restriction, we offer a Self–Exclusion option.

Cooling off periods between 24 hours and 6 weeks

6 months self-exclusion period*

Please note that once a self-exclusion request has been applied, we will not be able to reverse this decision. You are advised to carefully consider this decision before committing to a self-exclusion and discuss your situation with a gambling help group if you are in any doubt.

In order to initiate a Self-Exclusion period because of a gambling problem, please contact our casino support team to discuss the available responsible gambling options and to decide which would best suit your needs. Following this initial consultation, a request in email format will be required in order for us to apply effective restrictions**. This must be sent from the email address registered on the Casino Account. Self-Exclusions should not be assumed to be applied until such time as a confirmation email has been sent from the casino back to the email address registered on the casino account.

Should you decide to enter a self-exclusion period, please ensure that you self-exclude at any other gambling operators, where you may also hold accounts. Please submit your Comprehensive Self-Exclusion request to the Commission on https://gamingcommission.ca/interactive-gaming/players/#plLE. Doing so will assist to maximise the effectiveness of your exclusion.

* Should Zodiac Casino deem it unwise or unhealthy for the Gaming Account to be re-opened it will be closed permanently at the sole discretion of Zodiac Casino. Zodiac Casino reserves the right to initiate an exclusion if there is reason to believe the account holder has a gambling problem, or due to other circumstances, it is deemed not to be in their or the casino’s best interests to continue gambling activities.

** Although we make every effort to ensure subsequently opened accounts are identified as self-excluded, we respectfully ask that self-excluded account holders refrain from opening new accounts. We cannot be held responsible for gambling activity on accounts if you attempt to circumvent our systems.

• Have you clearly informed the casino about your gambling problem?

Please understand that it is very important to provide us with the account closure requests you sent to the casino. I would really appreciate it if you could forward any other evidence related to your account closure request.

Thank you very much in advance.

Best regards,

Petra

Zodiac casino risk management team is with holding the information I need to build a case I requested permanent closure in February and they didn't send me to responsible gambling team til months after knowing I had a gambling problem no concrete evidence as of this time because there with holding the conversations you have with them through there chat domain

Thank you for your reply and for providing the previous details.

To better understand your case, I would like to ask you for some additional information:

• Could you please confirm the date when you received the $200 bonus?
• Could you provide a timeline of events, particularly when you requested self-exclusion and when the losses occurred?
• What specific options were offered to you by the Risk Management team regarding permanent exclusion or deposit limits?
• Could you provide any additional communication you had with the casino (e.g. screenshots, emails, or chat records)?

You can send the documents to petra.h@casino.guru or upload them directly to this thread.

Thank you again for your cooperation.

Best regards,

Petra

From February 3 2026 when I received the bonus of 200 immediately after gambling this amount I requested to close my account permanently which they did not permanently I was able to re activate account same day

In the chat through zodiac casino the risk management team sent me a email to contact responsible gambling with options listed in attached photos this was sent March 16 2026 over a month after I requested to permanently close my account due to gambling addiction

Risk management team still has not contacted me for more info on my case I tried contacting the responsible gambling email to get information on time lines and chat conversation but they say they can't help me to contact risk management team which they haven't been replying to me

Thank you for clarification regarding your situation with Zodiac Casino.

Based on the information provided, we need to clarify a few important points:

• Did you inform the casino about your self-exclusion via email sent from your registered email address?
• Did you at any point request the Risk Management team to reopen or re-enable your account?

Please note that a self-exclusion request is considered valid only if it is submitted via the email address registered on your casino account and subsequently confirmed by the casino. Until such confirmation is received, the self-exclusion cannot be considered active.

If you are unable to provide an email confirming your self-exclusion request, unfortunately, we do not have sufficient evidence to support your claim. In such cases, we may be forced to reject the complaint due to lack of verifiable documentation.

Additionally, based on the casino’s policy regarding account disabling, access to the account can only be restored if the player explicitly requests reactivation. This means that if your account was reopened, it would typically require your direct instruction.

For future reference, we strongly recommend following these steps when applying for self-exclusion:

Always send the request from your registered email address

Clearly state that you want to self-exclude

Specify the duration (e.g., months, years, or lifetime)

Include the reason (e.g., gambling addiction)

Use a clear subject line such as "Self-Exclusion Request"

Save a copy of your request as proof

Example:

Email subject: Self-Exclusion Request

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to self-exclude immediately from this casino and stop receiving any gambling-related marketing materials for a minimum period of [X months/years/lifetime].

The reason for my decision is gambling addiction.

I acknowledge that I will not be allowed to reverse this self-exclusion during the agreed period, and it cannot be lifted before it expires."

If you have any supporting documentation, including emails or confirmations, please send them to us so we can review your case further.

Without this evidence, we are unable to proceed with the case.

Thank you in advance.

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

Dear DAVE834,

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,

Petra