Dear wailben,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify when exactly was the first time you requested to be self-excluded due to gambling addiction?
Could you kindly forward me the entire chat transcripts of your communication with customer support? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.
What was your reply when customer support informed you that it's not possible to self-exclude in one section of the casino only, and you have to be self-excluded for the entire platform?
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
Dear wailben,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify when exactly was the first time you requested to be self-excluded due to gambling addiction?
Could you kindly forward me the entire chat transcripts of your communication with customer support? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.
What was your reply when customer support informed you that it's not possible to self-exclude in one section of the casino only, and you have to be self-excluded for the entire platform?
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