Amok Casino - Player's responsible gambling standards have been ignored.

I am writing to file a serious complaint against amok casino, focusing on their failure to respect my self-exclusion and their role in encouraging my gambling behavior.

this should include all brands operated by infinzia ltd.

I have self-excluded from one of their websites (gemler) due to my gambling addiction. However, I found myself being lured into gambling on another of their related sites. This was facilitated by emails from the operator, which seemed to directly target my vulnerability and effectively drew me back into gambling. I have since then selfish with myself and talk to customer service about my issues several times before I made these vast and ridiculous big deposits.

The ease with which I could move from one excluded site to another within their network, coupled with their active encouragement, demonstrates a concerning disregard for responsible gambling practices and my well-being as a customer.

Despite being a known gambling addict, as evidenced by over 1000 emails sent to their customer service requesting small $5 bonuses, the operator allowed my gambling behavior to escalate to the point of depositing hundreds of thousands of dollars.

This situation not only reflects a breach of responsible gaming obligations but also suggests a systematic failure to protect customers who have shown clear signs of gambling addiction.

Therefore, I am requesting:

1. A thorough review of my case, particularly focusing on why my self-exclusion on one site was not extended to prevent access to other sites within their network.

2. An examination of the operator’s marketing practices and how they target customers who have self-excluded due to gambling problems.

3. A full refund of the deposits made after my initial self-exclusion, acknowledging the operator’s negligence in this matter.

The operator’s actions in this case appear to exploit my gambling addiction rather than provide the support and barriers necessary for recovery. This is not only ethically questionable but also a gross violation of responsible gambling standards.

I appreciate Casino Guru’s assistance in addressing this critical issue and ensuring that responsible gaming policies are rigorously enforced to protect vulnerable individuals.

Thank you for your prompt attention to this urgent matter.

Sincerely,

Dear daybyday,

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

Could you please forward me the account closure request that you sent to the first casino from the Infiniza group? My email address is veronika.l@casino.guru.

Could you kindly confirm if you used the same identity information (name, email, address, phone number) when you registered in Amok Casino?

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

Best regards

Veronika

Will forward all that I have, which would be over 1000 requests for bonuses of 5 euros etc.. and request to open already closed account again etc.

You don't have to forward everything. I need the first email where you requested to be self-excluded from Gemler Casino. If you requested self-exclusion from Amok as well, please send that email too.

The thing is that this is done via livechat and the only email in regards of this is my request to reopen my account which they’ve agreed to

Have you saved any transcripts from a live chat in which you requested to be self-excluded? It is important that you provide us with all the necessary evidence, so that we can confront the casino. If you do not have the live chat transcripts with a self-exclusion request, I'm afraid we won't be able to assist you.

You should be able to request this from the license. They won’t reply to my emails as they have clearly done this wrong.

Could you kindly confirm if you used the same identity information (name, email, address, phone number) when you registered in Amok Casino?

this is registered by phone number and personal identification number in Sweden. So it’s impossible to register an account with unmatched details.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If you did not specify in your conversations that you wanted to close your account due to gambling addiction, I'm sorry but in our view, you are not eligible for refunds of your deposits. I apologize but we will not be able to assist you any further.

But please see other cases. In Switzerland. There has been same situation.

I'm sorry but since we have not obtained sufficient evidence from you, I have to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.