The player from Italy requested self-exclusion, but his account has not been blocked. We had a very bad experience with this player in the past where he was verbally abusive and threatened our team members. Therefore, we blocked the player and closed the complaint without further explanation.
Bitcoincasino.io - Player's account has not been closed.
Amount: €2,400
Bitcoincasino.io
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good morning ,
this is a dramatic situation.
I have been having problems with gambling addiction for years. I try to fight this evil with all the possibilities I have but at the moment he is winning.
I joined this casino way back in 2019. I made my first deposit on 17.12.2019 for an amount of 250.00 euros. I requested self-exclusion for addiction, by writing to the address given by them on their website. I stuck to their T & Cs but no one listened to me. In 2019 I played € 1250.00. I wrote them to block my account on 18.12.2019 (as per correspondence that I am attaching) no one listened to me. I tried to contact them again on 03.01.2020 and even here no one listened to me. I tried to heal myself, in every way, despite not having the support from the casino in blocking my account. Unfortunately, they continued to send me promotional emails despite my multiple requests for self-exclusion for gambling addiction. I resisted as long as I could and then I fell back. Yesterday, or the 06.11.2022 unfortunately I fell back and played again an important amount, divided into three different deposits (€ 286.22, € 479.89, € 383.61).
I also wrote those 3 different emails, the last one this morning, but no one has ever answered me. My account is still active and it is possible to deposit money. I don't want to do it, but I'm sick and I'm having a hard time resisting.
I only ask for a refund of the amounts deposited for a total of € 2,399.72. I am trying to heal, but the failure to protect these messes is completely destroying me.
Casino guru, please help me.
Automatic translation:
Public
Public
1 year ago
Dear Rabiot24,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the responsible gambling section and I found this:
"Self-Exclusion Limit. You can set your Self-Exclusion Limit for 6 months, 9 months, or 1 year. Upon doing so your user account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds. Please note that if you are self excluded from the casino for indefinite period of time, the funds remaining on balance will be paid according to the casino limits. If you are self excluded for a definite period of time, the funds remaining on balance will be paid according to the casino limits only when a period of self exclusion expires
Self-exclusion by request. You may contact our Support Team at support@bitcoincasinoio.com and inform us about your decision to stop gambling at the website for a certain period of time. We will take all measures to block your access to the website and make sure that you receive no promotional materials."
Do I understand correctly that your account has been active the whole time since you first requested self-exclusion? Also, do I understand correctly that the casino has not reacted to your messages at all? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I will be waiting for your reply patiently.
Best regards,
Kristina
Public
Public
1 year ago
Translation
Hello Kristina,
having the need to permanently exclude myself, I followed the T & Cs and contacted support via email, to take advantage of permanent and non-partial self-exclusion.
They have never answered me in all this time.
I dated a psychologist who helped me stay away from gambling. Unfortunately, however, I fell back and deposited again. It would not have happened, however, if they had respected all my requests.
Please help me resolve this situation.
This morning, however, I tried to contact them via chat and they replied, saying that the address I used is the correct one, but they never received any of my emails.
The email sent did not give me any type of error so it was sent correctly.
Please help me. I have forwarded the email to your email address.
Thanks 1000
Automatic translation:
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