The player from the United Kingdom files a complaint against 2UP for breaching Responsible Gambling protocols after he requested a permanent self-exclusion. He states that despite informing support staff about his self-exclusion, he received authorization to continue playing on a secondary account, resulting in losses totaling USD $19,691.61. He requests a full refund for these net deposits and confirmation that all linked accounts are permanently closed.
2UP Casino - Player's account has been closed after self-exclusion.
Opened
Current status
Waiting for player to reply
4d 19h 23m 34s
2UP Casino
Safety Index 3.5 LowCase summary
Discussion
Public
Public
2 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 days ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with 2UP Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm whether you have entered all of your personal information truthfully on both your accounts?
- Have you passed the KYC verification on either of your accounts?
- Could you please confirm whether you currently still have access to your account?
- Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
kyle302 has 4d 19h 23m 34s to reply
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
