BookofCasino - Player is unable to close their account.

Hallo

auch ich versuche seit 12 Wochen das Konto dauerhaft zu schließen

keine Antwort keine Chance und keine Auszahlung

Dear Madam51,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a 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

Hallo Emails weiter geleitet

hallo

jetzz wurde der Account entfernt 👍🏻

die Rückforderung hab ich gestellt andernfalls übergebe ich es einem Anwalt

ich hab explizit gefragt ob Sie eine dt Lizenz haben!!

das wurde bejaht im Chat

Hi Madam51,

Thank you for the forwarded communication.

• Could you please confirm that you first mentioned a gambling problem as the reason to have your account permanently closed on the 25th of June, and that your account was blocked on the 7th of July?
• Have you deposited any funds after June 25th?

Thank you.

Ja 👍🏻 ich kann beides bestätigen

1899€ gesamt

Hello Madam51,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Herzlichen Dank für die Info

Thank you very much, Madam51, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Danke

Hello Madam51,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BookofCasino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal

Please note that in order for an exclusion request to be accordingly handled it should be properly formatted and sent to the designated e-mail address which is customercare@bookofcasino.net. 

Instead, the customer sent it to support@bookofcasino.net as you can see in the first screenshot. Nevertheless, we complied with his request and closed his account.

Regards,

BookofCasino

Das stimmt nicht ich hab es richtig geschickt

dies ist nur aus der Weiterleitung

Dear BookofCasino,

Do I understand correctly that you have received the first email with information about gambling addiction on the 25th of June?

Dear Michal,

As we previously mentioned, the player sent an email to our support team. However, please note that they are not the ones who handle such requests. In order for this type of request to be processed promptly it should be sent to our designated e-mail address This helps the self-exclusion requests to be kept separated from the high volume of usual support queries and allows our dedicated team to handle them more efficiently.

Regards,

BookofCasino

Hallo

dazu muss man in dem wirrwarr und nach mehreren erfolglos Kontakt Versuchen erst mal die korrekte Email Adresse finden !

Man kann sich

a) erwarten dass eine Anfrage zur Schließung umgehend erfolgt

b) man selbst sich komplett abmelden kann

c) man nicht hingehalten wird

d) die Email vom Support an die richtige Stelle umgehend weiter geleitet wird

Ich wurde hingehalten mit dem Wissen dass ich nicht anders kann !!!

Dear Madam51,

Can you tell me exactly when you made the deposits between the 25th of June and the 7th of July?

Hallo Michal

ja zwischen dem 26.6. und dem 7.7.

man kann die Zahlung noch nicht mal filtern denn die habe zig Banken auf die gebucht wird mit Namen die nicht unterschiedlicher sein könnten

Dear BookofCasino,

Was the player informed by any means (live chat, email reply) about the correct email address to which the self-exclusion request should be sent?

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.

Dear Michal,

The player had an ongoing conversation with our support team via email starting from the 10th of June where the player had a closure request without providing a reason and there were no indications of gambling issues. While this ongoing thread, the player started a new email thread expressing for a first time gambling addiction, however, please note that since the communication is via email, it takes time to be reviewed by the respective team so they acted accordingly and raised the matter internally in order for the account to be closed.

It is important to note that our chat team is available 24/7 and the customer could get in contact with us in order to rectify the matter earlier. In addition, the self-exclusion process is explained in the Terms & Conditions of our website.

Regards,

BookofCasino

Hallo stimmt nicht

ich habe mehrfach gebeten mein Konto dauerhaft zu schließen was nicht gemacht wurde.

es wurde immer wieder mit Lockangeboten umgangen und nicht auf meinen Wunsch eingegangen

erst als ich mitgeteilt habe, dies an Casino Guru und ASK gamblers zu melden und ich schon Kontakt zu Casino Guru hatte !!! Wochen später!!! Wurde das Konto deaktivieren

Mit freundlichen Grüßen

Dear Madam51,

Can you send me a screenshot of the first instance of you informing the casino of your wish of self-exclusion while also gambling addiction?

Hallo habe ich bereits zu Beginn

ich kann nicht alle Emails aufheben

Hello Madam51,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

siehe oben es sind alle Unterlagen bereits übermittelt

Dear Madam51,

From the emails you have provided us, I can see that you have sent emails to all kinds of different email addresses, but I can not find a single instance of a correct self-exclusion request being sent to the email address that needs to be used for this purpose: customercare@bookofcasino.net.

If a casino has certain internal guidelines for submitting self-exclusion requests, those guidelines need to be respected, because, as mentioned by the casino themselves, it makes the whole self-exclusion process faster and more efficient. In this case, your request for self-exclusion and account closure was fulfilled, but the whole process took longer than it should have, due to previously mentioned reasons.

Would you be able to provide us with self-exclusion request email sent to the email address customercare@bookofcasino.net?

Es gab diese Emailadresse nirgends

selbst nach mehreren Kontaktversuchen per Chat nicht

erst als in der email stand das ich Guru informiere wurde reagiert

Dear Madam51,

I have looked at the terms and conditions of BookofCasino and found the following information:

"3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from bookofcasino.net, he/she needs to contact us on the following email address: customercare@bookofcasino.net"

If you did not send an email to this email address, I am afraid I will not be able to help you in this case.

Also

a) kann ich nicht sagen weil ich die Mails nicht mehr habe

b) hab ich mehrfach nachgefragt und nix n Info erhalten

c) empfehlen sie Casinos die sie vermutlich auch bezahlen

d) ist es kein Casino das seine Dienste in Deutschland anbieten darf

es verwundert das sie sooo schnell unter Punkt 3.22.3 jetzt was finden wo ich alles durchgesehen habe

lassen sie es gut sein

löschen meinen Account

das ist nicht in Ordnung

danke

Dear Madam51,

The point is, there was a clear process mentioned in the casino's terms and conditions for self-exclusion, which you just did not follow, and that made the whole self-exclusion process longer. I am sorry, but there really is not anything that can be done for you in this case.

Due to the aforementioned reasons, this complaint will now be rejected. 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.