Dear patrickpatzak90,
I managed to receive a reply from the casino team, see below.
We checked all the correspondence with the player and found out that he never mentioned his gambling addiction to us, however his account was immediately closed per gambling problems once he wrote about his addiction on your website on August 27 and your colleague Petronela resent us his email to Casinoguru mentioning gambling addiction.
When the player reached out to us he only asked to close his account never mentioning gambling problems: "Bitte Sperren sie mit sofortiger wirkung mein Konto , vielen Dank".
Afterwards, we asked the player if there is any particular reason for him wanting to close the account and whether we can help him with anything. And again the player did not inform us about any gambling problems that he experiences. All he replied was that the casino is great, but he did not receive any free spins when playing through EUR 1300, and that he finds it a shame: "Nein , ihr Casino ist toll .
Aber heute habe ich 1300€ verpielt und nicht einmal Freispiele bekommen , das fand ich sehr schade". That was it.
The player's account was closed on 2023-08-27 due to gambling problems. After August 27 he did not make any deposits as he can no longer enter the closed account.
Please, could you confirm their statement? Be aware that it is important to state the reason, that is why they ask about it. When you mention gambling problems they are obligated to close your account ASAP, since it just may be an unhappy customer, and they may try to satisfy and change their opinion.
Dear patrickpatzak90,
I managed to receive a reply from the casino team, see below.
We checked all the correspondence with the player and found out that he never mentioned his gambling addiction to us, however his account was immediately closed per gambling problems once he wrote about his addiction on your website on August 27 and your colleague Petronela resent us his email to Casinoguru mentioning gambling addiction.
When the player reached out to us he only asked to close his account never mentioning gambling problems: "Bitte Sperren sie mit sofortiger wirkung mein Konto , vielen Dank".
Afterwards, we asked the player if there is any particular reason for him wanting to close the account and whether we can help him with anything. And again the player did not inform us about any gambling problems that he experiences. All he replied was that the casino is great, but he did not receive any free spins when playing through EUR 1300, and that he finds it a shame: "Nein , ihr Casino ist toll .
Aber heute habe ich 1300€ verpielt und nicht einmal Freispiele bekommen , das fand ich sehr schade". That was it.
The player's account was closed on 2023-08-27 due to gambling problems. After August 27 he did not make any deposits as he can no longer enter the closed account.
Please, could you confirm their statement? Be aware that it is important to state the reason, that is why they ask about it. When you mention gambling problems they are obligated to close your account ASAP, since it just may be an unhappy customer, and they may try to satisfy and change their opinion.