What Happened
A player says they told their VIP manager about a gambling problem on 17 September 2026 and asked for all their accounts to be closed for good. According to the player, the casino offered a pause instead, and more closure requests on 3, 6 and 8 October still left them able to play, during which they lost heavily. They want about €1,000 back, plus their account records.
How It Developed
- Complaint opened. The player admitted asking earlier for the account to be reopened, but said that didn't excuse how the later requests were handled.
- The player said a $300 VIP bonus had settled only part of the dispute.
- The casino said it checks closure requests for a gambling link, that the player had said they had no addiction, and that they took the $300 bonus after reopening. It asked for the case to be marked resolved.
- The player said they took the bonus for fear of getting nothing back, and still wanted a full refund.
- The mediator said the 17 September message mentioned gambling problems and should have been honoured, and backed a refund of lost deposits minus any winnings.
Ongoing
The mediator backs a refund of lost deposits minus winnings; the casino says a $300 VIP bonus settled the matter.
What Has (and Hasn't) Helped
The player's written message about gambling problems carried the case: the mediator said it alone should have led to a closure. Think twice before taking a bonus while a refund dispute is open, since the casino later treated it as a settlement.