Atefia Casino - Player’s account remains open despite closure request.

Hello guys, I am creating this complaint because I had and still have a very serious problem with atefia12.com or atefia8.com casino, let's start from the beginning, at the beginning I had deposited about 400-500 euros, I lost it and then I won a lot more money, when I went to make a withdrawal, the casino informed me that identification was required, while normally it was not supposed to be needed, so I uploaded the documents and waited for more than 15 days to make a withdrawal, when with great difficulty they unblocked my account because it had been blocked, I started making withdrawals, but because I have a heavy history of addiction, within a few days I realized that I had won a large amount, as soon as I lost them, I was still waiting for some money, withdrawals which included my own money that I deposited before these withdrawals were made, I sent it to I panicked and emailed atefia casino to close my account due to addiction. They didn't respond. Then I realized that I sent it from another email of mine, but as you can see, my name is clearly written and I have verified it with atefia casino. I'm sending them the follow-up with the subject addiction on the regular email I have at the casino, and stating that I made a mistake and sent it to you from another email but I'm now sending you the follow-up from the regular one. They never responded to this either. A month has passed. On July 19, I sent them this and today my account is still open. Really, for a site with identification and security, it's just a disappointment. Then I lost another huge amount. Calculating the total after my exclusion request, it's about 2 of my salaries, 2 thousand and a bit of euros. I've calculated that because I made some withdrawals, but they've been blocked again. I gave back to the casino what I am entitled to, along with withdrawals and deposits, about 1400 to 1800 euros, also in the live chat there is a history that proves my addictive behavior, and how many times I asked for help and closed again after a long time and they completely ignored me, I gave my phone number so they could call me and I'm still waiting, a few days ago I ate the last 11 euros that I had in the bank and they still let me deposit, really writing them the word addiction and not even answering you makes me feel very disappointed if a solution is not found here I will take stricter measures guys and now they are not answering and have not closed the account, I want a refund to calculate the net loss which must be 1400 to 1800 euros somewhere in between, I have all the receipts I will send you all thank you very much.

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Atefia12.com (https://atefia12.com/gr/). Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? 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