Blackjack.fun Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Hello,

A few months ago I sent an email to customer support of Blackjack.fun asking for a permanent self exclusion due to gambling issues I specified to do not open the account under any circumstance, since I have been struggling with it I asked them to re open it and they did, I was able to deposit 0.057 BTC (more or less 7500 PLN) which I lost, I was wondering if you could help me out and check if I could get this money back and permanently close my account since I dont think I was protected enough by the self exclusion policy.

Dear hhhhh,

Thank you very much for submitting your complaint and forwarding the relevant communication:

I can see that you mentioned a gambling problem on the 5th of Feb.

Subsequently, you asked to have your account reactivated.

Could you please advise if you were advised to complete any questionnaire or wait till the cool-off period is completed?

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

Hello Petronela,

Thanks for the prompt response. No, I was not requested to fill out any questionnaire nor cool off period was mentioned. As in the original request I sent, I requested a permanent self exclusion.

Thank you very much, hhhhh, 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.  

Dear hhhhh,

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

Hello Jozef, did you get an answer from the casino by any chance? Thanks

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’ which may negatively affect its rating.

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 hhhhh,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. 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

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

The casino reached out to me directly, we discussed the situation and resolved the issue successfully, thanks for your help casino guru and BlackJack.fun team.

yessir

Thank you for everything! We wish you well in all your endeavors!

Thank you casino.guru for the platform!

Dear hhhhh,

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards, Joyef