Alpino Casino - Player’s account has been reopened regardless of the requested self-exclusion.

Ho fatto autoesclusione per tre anni specificato per gioco d azzardo e ho chiesto che non venisse aperto nemmeno su mia richiesta stasera me lo hanno riaperto giocando 1000 euro essendo malato di gioco d azzardo non dovevano farlo assolutamente potete aiutarmi?

Dear fossa1985,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Le ho mandato email in privato ne ho anche altre se dovessero servire le sono arrivate email?

Thank you very much, fossa1985, for the forwarded screenshots.

Do I understand correctly that you mentioned gambling problem for the first time on the 29th of June?

Anche prima però le ho mandate ultime email può proseguire in questo modo?

Ci sono novità sul mio caso?

Thank you, fossa1985, for your reply.

I tried to create a timeline of the events based on the forwarded communication. Would you like to add anything?

• 27.6. Account locked forever
• 29.6. You sent a message that reopening your account was a mistake. The gambling problem was mentioned
• 29.6. Account blocked
• 9.7. Account blocked for 2 years
• 11.7. You requested the account to be unlocked under your responsibility

Is this correct or am I missing anything?

Va benissimo così la ringrazio

Thank you very much, fossa1985, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello fossa1985,

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

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’.

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 fossa1985,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Unfortunately, the casino is an unlicensed operator. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

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