Payment issue

I am disputing Glorion's failure to properly close my gambling account after I disclosed a compulsive gambling disorder and repeatedly requested account closure.



On February 20, 2026, I informed Glorion of my gambling addiction and requested immediate account closure. I followed up several times, including on March 5, April 30, and May 12. On March 9, I was explicitly informed that my account had been closed, but it remained active and accessible.



Because the account was not properly closed, I continued gambling during a period of severe addiction and financial hardship, resulting in substantial losses and additional debt. Despite my repeated requests for closure and self-exclusion, Glorion continued allowing access to the account and continued sending promotional marketing communications.



Glorion later claimed that I had opened a secondary account and stated that it was not liable for the hardships I experienced. This is incorrect. I did not open a secondary account. The same account I repeatedly requested to be closed remained active and accessible.



I do not believe Glorion can avoid responsibility by relying on its general refund policy. Once I disclosed my gambling addiction and requested account closure, Glorion had a responsibility under its responsible gambling obligations to take prompt and effective action to prevent further gambling activity and related financial harm. By failing to properly close my account after multiple requests and continuing to allow gambling activity, Glorion failed to uphold those responsibilities.



I have retained email and chat records documenting my requests for account closure, self-exclusion attempts, and Glorion's responses. I am seeking a refund of all deposits made after March 9, 2026, when I was informed the account had been closed, as well as acknowledgment of the operator's failure to comply with its responsible gambling obligations and self-exclusion procedures.



I did, reach out to the Casino on multiple occasions, at this point they will not reply. I do have more extensive documentation of the conversations I can send if needed. I also know that the amount lost after asking my account to be closed is APPROX 4000 it could be more or less, it's just hard for me to look at because its so upsetting that the casino allowed this to happen.

The form would not let me attach my screen shots. I can send them along after if you wish?

Thank you

I've been waiting for my payment for 6 days. Customer service only writes the template. I don't get any specific answer as to what the problem could be because they didn't even indicate anything in the email. I don't think the site is fair. The site says 3 days for payment, we're on the 6th day. They're playing with people's money. Of course, the deposit is deducted immediately. This is really bad.

I am very disappointed and frustrated with the current situation regarding my withdrawal. I have been trying to withdraw my funds of 700 CAD from the casino for several days now, but the transaction is still not being processed.

Despite contacting customer support multiple times, I keep receiving the same response that my money will arrive soon. However, nothing has changed and I have not seen any real progress or confirmation that the withdrawal is being processed. This lack of clear communication and delay is very concerning.

At this point, I feel that the situation is not being properly handled, as my funds are still pending without any clear explanation or timeline. I expect withdrawals to be processed in a reasonable timeframe, but this has not been the case.

I hope to find soon help here!

I am sincerely disappointed with this experience and I am requesting that my withdrawal of 700 CAD be processed immediately or that I receive a clear and honest update on its status without further delay.

My withdrawal has been pending since April 16, and today is May 1, so it has now been pending for 15 days.

What makes this especially frustrating is that my account is already fully verified, and I have already received several successful withdrawals from this casino in the past. Because of that, there should be no verification issue or reason for this kind of delay.

I contacted support multiple times on live chat support. On April 22, they acknowledged the delay by email, said the withdrawal was being prioritized, and told me it would be paid “very soon.” Since then, nothing has been paid.

I followed up again several days ago asking for an update and received no response.

At this point, I have a verified account, prior successful withdrawals, and a payment that has been pending for 15 days with no clear explanation. I am submitting this complaint because I want the withdrawal processed immediately, or at minimum a firm payment timeframe and honest communication.

I attached my communications with the casino and a screenshot of my transaction page

Hello askgamblers team. I would be grateful if you could help me.

I won a fair amount of money playing slots at Glorion casino on February 24th. I made two withdrawals of 500 euros on the first two days. After that the withdrawal option was blocked. 4 days later the withdrawals were cancelled.

After this, I sent about 10 emails saying that I would like to start the KYC process. I did not receive any clear answers.

On March 4th, I finally managed to download my documents on their website.

1. Photo of ID Card
2. Selfie with ID Card (their website in the backround)
3. Bank statements showing every deposit made to their casino.
4. Bank statements showing my address.

Now a week later they are requesting bank statements again to verify the payment method.
I sent the same bank statements again yesterday. I also sent screenshots of the bank transactions showing deposits to their casino.

They replied to me in one email yesterday, saying they regret that they don't have a native speaker to answer me even thought I've sent all my emails to them in English. (I have all the emails saved, which I can provide if necessary.)

I have been playing for over 10 years at different online casinos. And I have never seen anything like this. The service is unbelievably slow and the responses are generic. Some emails they don't even answer.

I currently have 2000 euros in my account. And I would like to withdraw my winnings, but Glorion casino makes this impossible.