4Stars Games Casino - The player's self exclusion failed.

Hi Team,

I was permanently self excluded from the website due to a bad gambling addiction that I had about 1-2 years ago, it was supposed to be indefinite and permanent which it was not. I was able to ask over email for it to be reversed within minutes without any assessment done whatsoever they reversed it and let me play again. Which put me down a rabbit hole again where I started playing constantly, and none of the old limits or anything applied. Which was insane, it made me lose $800 in money within a few hours when I should never have been unbanned from the website. It was supposed to be permanent and for that I am asking for your help to combat them and get my money back. Under MGA regulations they need to do an assessment before letting you back onto the side, which was ignored. Furthermore, they did not even give me a 60 minute reminder which is another responsible gambling tool that’s supposed to help people like me with bad issues with gambling.

Hello sati725,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 4Stars Games Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account got closed or self excluded in the past? Did the casino know about your gambling addiction/issues? How much did you deposited since your account is reopen in total? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account was self excluded and closed due to it. They did know about my gambling problem. I deposited 800$ on it. Last time I spoke was yesterday.

It was a permanent one too.

Hello sati725,

Can you please forward the self exclusion request which you sent to the casino to prove that you really was self excluded?

Please send it to nikolas.b@casino.guru.

I sent the request in chat, I will check the emails as well but they have record of everything!

I can send proof of my permanent self exclusion where they sent me emails saying u are self excluded permanently

Hi??

Hello sati725,

Please forward it to the above mentioned e-mail address as requested before.

Sounds good will do, when I’m home from work so I can open it up on my laptop. However I do have a picture where they confirm my account will remain closed in 2021, and that’s after I tried to reopen it before. I don’t know why they would do it now when they have already declined multiple times.

Hello sati725,

Don't you have a confirmation of the actual self-exclusion? Is hard to deduct if it's really been active and for what period of time.

I’ll look more deep into it and get it when I’m home from work thank you again by the way did you contact the casino yet they won’t even reply anymore have I told them I’d be contacting support.

Hello sati725,

Not yet as we can contact the casino only after we receive enough evidence of the player's claim.

Please understand that without it the casino could claim basically anything and we would have nothing to argue with.

Dear sati725,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey nick, I can’t find the email but it shows in the screenshot that I was self excluded does it not?

Hello sati725,

The e-mail forwarded basically said that your account is closed not self-excluded. However we might try to look into it as your reopen request was once rejected and there must have been a reason.

I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Sounds good thank you so much, that shows evidence of the fact that it was excluded permanently and denied.

Dear sati725,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you so much!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear sati725,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru