The player from Spain requested self-exclusion from the casino back in 2017 due to severe gambling addiction. However, the casino allowed him to re-open his account several times and gamble away his money. We did not receive any reply from the casino team, therefore the case was closed as 'unresolved'.
Casino777 ES - Player’s self-exclusion failed.
Black points: 528
Amount: €2,100
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
In 2017 I created an account in this casino and due to my addiction to online gambling I closed it permanently and indefinitely (so I expressed it in the emails sent)
My surprise is that since that time these people have taken advantage of my addiction problem by letting me reopen the account on several occasions knowing that I am sick.
Today I have recovered the emails from that time and my lawyer has asked me to contact them or we will denounce them before the dgoj and the competent authority.
I enclose all the information as well as the final closure request and the confirmation of said closure by the same casino.
I request any and all deposits made since February 14, 2017
I have more captures but it won't let me upload them by size
thanks help me please
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1 year ago
Dear Xotin35,
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 self-exclusion? My email address is veronika.l@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why? Have you managed to log into the same account that should have been blocked?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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1 year ago
Translation
I already sent you everything.
I have more emails
In all of them it says that my account will be closed for life due to problems with online gambling.
They even tell me that they closed it indefinitely in 2017 and then reopened it, violating the responsible gambling law and taking advantage of my illness since they know that I play a lot when I have an outbreak.
I sent you everything by email with the subject xotin35
thank you so much
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1 year ago
Thank you very much for the screenshots. Your first message for closing your account is from February 2017. A year later, in February 2018, you requested another permanent self-exclusion from the casino. Have you submitted any request for your account to be re-opened again? If so, could you provide me with the screenshots of those as well, please?
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1 year ago
Translation
Yes, when I had an outbreak of compulsive gambling I asked them to reopen it, which by law, since in 2017 they closed my account permanently due to problems with online gambling, THEY COULDN'T REACTIVATE IT FOR ME. But they opened it to take advantage of my illness.
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1 year ago
When was the last time you logged into your account? How many times have you requested your account to be re-opened again? Are you now self-excluded or do you still use your account?
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1 year ago
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The last time was in 2022. I am excluded because I am enrolled e. the dgoj.
I think I requested the reopening only in 2018.
On Friday I called the dgoj and I am absolutely right, if I want to complain I have to file a complaint on the dgoj website itself.
However, I told them that I was claiming it here, they tell me that if we do not reach an agreement this way, I should report them on their website.
thank you so much
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1 year ago
Please send me the document from the DGOJ confirming that you're excluded from the gambling establishments together with the date showing since when your self-exclusion is valid. My email address is veronika.l@casino.guru. Thank you very much.
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1 year ago
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I signed up this week when I talked to the dgoj for this process. I sent it to them but I don't understand why they need it since they have violated my express right to permanently close the account due to gambling problems and they have reopened it.
The registration is from last week, nothing to do with the problem. here exposed
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1 year ago
Thank you for sending me the registration. Unfortunately, it really is not related to the case, since it's been active only a few weeks.
Can you please specify when exactly in 2022 you logged into your account and actively played? Have you not logged into your account since then?
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1 year ago
Translation
Let's see, in 2017 I had to have the account permanently closed and I should not have been able to play in 2018 or 2022.
I expressed it clearly. I HAVE PROBLEMS WITH THE ONLINE GAME AND THEY CANNOT RE-OPEN MY ACCOUNT SINCE I EXPRESS SO.
In 2022 I think in September.
They have taken advantage of my illness, period.
I think you have not understood me, YOU HAVE BYPASSED MY SELF-EXCLUSION DUE TO PROBLEMS WITH THE ONLINE GAME.
thanks a lot
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1 year ago
Thank you very much, Xotin35, 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 the best of luck and hope to see your problem resolved to your satisfaction in the near future.
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1 year ago
Dear Xotin35,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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1 year ago
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I really appreciate your help and that of the general directorate of gaming organization. THANK YOU
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1 year ago
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Hello good, the lawyer asks me if the casino has said something? Since we are waiting for your response to act.
thanks a lot
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1 year ago
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.
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1 year ago
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If they don't respond, what should we do? My lawyer says to sue them directly.
all the best
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1 year ago
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hello I see that the casino does not respond,,, and the truth is that I am worried.
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1 year ago
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The casino has not pronounced. From what I see. Can you help us. What steps do we have to follow? Thank you
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1 year ago
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 Xotin35,
I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. An alternative solution would be to file an official complaint with the licensing authority of the casino. I am more than willing to assist you with this process, and you can contact me at the email address provided below. Please note that this complaint will have an impact on the casino's safety index on our website. Feel free to reach out if you have any inquiries or require further help.
Best regards, Jozef
