The player struggles to self-exclude as the casino ignored her request. The casino and the player agreed on a solution, so we closed the complaint as resolved.
Casinozer - The player struggles to self exclude.
Amount: €750
Casinozer
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good morning ,
unfortunately I am an addicted player, I am slowly trying to heal with the help of the psychologists even if it is really complicated.
I joined this casino and as we are trying to do right now is to activate the permanent self-exclusion, so as not to deposit any funds.
Unfortunately something must have gone wrong and the self-exclusion did not happen and I deposited 750.00 euros.
I got in touch with the casino and they requested photos, videos, screen shots, which I always and promptly sent to guarantee the veracity of my information.
Unfortunately they have always and only invented excuses after excuses not to give me my money back, and to this day nothing has been solved yet.
I ask you to please help me solve this problem and recover all my money which unfortunately I played, when instead I had to be self-excluded.
I have no other documents, everything in my possession is attached here.
Sincerely
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2 years ago
Hello Marquez199,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinozer . Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified or not? Did the casino ever respond to your e-mail request? How long after your request did you deposit into the casino? Is your account currently still active?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hi Nick. Sure, I'll gladly answer you.
my first request is from 27.06, the second is from 28.06, they closed my account only the third time, when I tried to copy their licensee, to try to put some pressure.
unfortunately I don't have screenshots of the deposits, I can't find it in my mobile, but they de casino can certainly help you to provide you with the missing information ..
the casino is now closed ..
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2 years ago
Hello Marquez199,
Can you please advise the exact date and times of your requests and deposits? This information is important as the casino requires time to process your request. It can take usually 1-2 days for it to be processed unless you contacted them directly through the live chat in case they are able to close the account too.
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2 years ago
Translation
Good morning ,
as already written above I have no screenshots and my account is now unreachable.
but the casino can certainly provide all the necessary documentation.
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2 years ago
Translation
Shall we start over with this 1/2 day story? That is, when they have to send stupid emails their reactivity is that of a feline, when it comes to blocking an account they are allowed to manage everything like a snail?
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2 years ago
Hello Marquez199,
We can try to get in touch with the casino but as above mentioned, the self exclusion have a processing time as it is done by human sources not automatically. I will forward your complaint to my colleague Tomas who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Marquez199,
I will assist you with the complaint from now on. I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.
First, I would like to invite Casinozer's representative to join this conversation and participate in the resolution of this complaint.
Casinozer,
Could you explain the situation from your point of view and give us a timeline of events related to Marquez199's self-exclusion?
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2 years ago
Translation
hello, I would like to freeze the complaint and handle it personally with the team of lawyers who are helping me.
is it possible to do this? I want them to shut down these scoundrels.
Thank you very much kind regards
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2 years ago
Dear Marquez199 and CasinoGuru,
Thank you for your review and explanation.
As stated by us in multiple emails we have not received any email from you prior to the 30th of June (On this date we have received an email from you and immediately closed your account after which you have not made any deposits), therefore in order to prove that you have send an email to us on the 27th and 28th of June, we ask you to simply scroll down in your outbox and send us a screenshot of the emails that were allegedly sent by you on the 27th and 28th of June.
Without a clear screenshot that the email was sent by you on these dates we are as explained in the previously send emails to you unable to escalate your request further. You can simply log in to your email on your computer or on your phone and you will be able to scroll down in your outbox and sent it to us, there should be absolutely no reason why this is not possible if you have actually sent us the emails.
We hope to hear from you soon and we wish you a great day.
Kind regards,
Casinozer
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2 years ago
Translation
Good morning ,
having changed the mobile device I spent the whole weekend recovering the access data to make the videos again to be sent to the casinozer "support".
Now they have the complete videos in their hands which I can also attach via email to casino guru. (he doesn't let me attach them here)
The resolution from video to mail is not the best, which is why I can also send them via whatsapp in order to guarantee a better resolution.
Sincerely
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2 years ago
Hello all,
thanks for the reply to both parties.
Marquez199,
You can send the video to me by email at tomas@casino.guru
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2 years ago
Hello Marquez199,
I've received emails with the videos from you.
Dear Casinozer team,
can you give us any updates regarding Marquez199's request?
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2 years ago
Translation
That's right, Casinozer, now that you have all the documentation, give us some updates!
If interested, I can discount the reimbursement at 600 euros, as long as it arrives today. Otherwise 750 euros as per deposits.
I am sure there will be no need to continue elsewhere.
Greetings
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2 years ago
Translation
Good morning ,
it is an ordeal for not paying.
Now they asked me for videos with a higher resolution.
I am sending the link via we transfer with the highest resolution.
They are doing everything not to pay.
Casino guru the videos you received them too and they clearly attest to my submissions.
What are we talking about sorry?
Help me please
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2 years ago
Hello Marquez199,
I am glad to hear you came to a satisfactory agreement with the casino. Thank you for letting us know. We will now close the complaint as ‘resolved’ in our system. Thanks for your 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.
