The player from Germany self-excluded from the casino but successfully created a new account and made a deposit. They request a refund and emphasize that the casino should prevent players from creating new accounts after self-exclusion.
Hello,
I have self-excluded myself from this casino. However, I was able to easily create a new account and make a deposit. Therefore, I would like to get my money back. This casino should ensure that a player cannot simply create a new account if they have self-excluded on another account.
Dear markster332,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hello Veronika,
1. Yes, I actually had 4 accounts in total, 3 of which were verified by submitting my same ID card. I also excluded myself from all accounts.
2. I created all accounts with my Google accounts.
3. I have provided my personal information.
4. The last account was not verified. But my accounts before that were.
Best regards
Hello,
I tried to get the list of my deposits from my old, blocked account. However, the only answer I got was that I can access it in my account after my blocking and that support is unable to send it to me.
I also looked at the terms and conditions, and it says that you cannot create another account if you have been excluded. But I managed to do this, I even verified myself with the same ID. So I'm asking you to refund my deposits on the site. Thank you very much.
Could you please forward me the account closure request from the first account you created at this casino? My email address is veronika.l@casino.guru. Have you specified the reason why you wish to self-exclude? Kindly forward me the replies from the casino customer support as well. Thank you for your cooperation.