500 Casino - Player's account was banned after self-exclusion and loss of deposit.

my case goes like this, ive logged inn via steam to 500 casino and made deposit and i was playing cluelessly in a new acc and lost 500 dollars in total, its so dead no big wins aanything im like i ve so much why is sstill dead where my rtp??? and long but short i was playing on a new acc and not my main and on my maain acc i am self excluded and forgot ivee had done so. ive neve felt so cheated before now ive lost maany deeposit and i asked to be refunded for the first time in my life today to no avail, and now both my acc is banned! pls help me...

Dear Ace12,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 500 Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Your second account was opened via Steam, which prevented the casino from recognizing your previous self-excluded account. As for your dissatisfaction with losses and claims of a low RTP, we understand your concerns, but it's essential to note that outcomes in casinos are subject to chance. Variations in luck are inherent to casino games. We recommend familiarizing yourself with the concept of Payout ratio (RTP) through our article: https://casino.guru/learn-about-games-of-chance-rtp-variance. If you possess further information that could aid our investigation, please share it with me. Regrettably, without concrete evidence of unfair practices, we're unable to take further action at this time. Should you require any further assistance, please feel free to contact me at veronika.l@casino.guru.

Best regards

Veronika

Dear Ace12,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.