Blingi Casino - Player's account has not been closed despite the sister casinos' self-exclusion.

I have closed all Rootz Ltd casinos due to my gambling addiction and have also requested bans for sister casinos. However, I was able to play at Blingi casino. Rootz Ltd is connected to Granturo Malta Ltd casinos which should also be banned. Apparently, after the change of ownership, the information of problem gamblers has not been transferred. In my opinion, this is a clear mistake on their part. This is really the casino's responsibility. Now they just say that "oh no, we can't refund anything" and a report has also been made to the MGA about this. This is a clear mistake on their part.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you self-exclude from all the casinos operated by Rootz Ltd? Please forward me the original self-exclusion request, along with the confirmation that you've been excluded from all the casinos belonging to this operator at veronika.f@casino.guru.
• When exactly did you register at Blingi Casino? Was the casino owned by Granturo Malta Ltd at the time of your registration?
• Have you passed the full KYC verification at this casino?
• Have you informed Blingi Casino of your addiction and requested self-exclusion?

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

Dear SGPLAYER,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Email answered.

Thank you for your emails.

In your messages, you mentioned that you did not complete the full KYC verification at Blingi Casino. Could you please clarify how you registered your account there? Specifically, did you use the same personal information as in your self-excluded account at Wildz Casino?

Additionally, could you confirm whether your self-exclusion from Rootz Ltd. casinos was permanent or set for a limited period?

I would also like to kindly ask you to forward your original self-exclusion request sent to Rootz Ltd. casinos, as I do not currently have this document. If possible, please send the original email rather than a screenshot.

Thank you in advance for your cooperation.

Necessary information sent to email.

Dear SGPLAYER

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear SGPLAYER,

I am sorry to hear about your problem with Blingi Casino.

I will now try to contact a Blingi Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Blingi Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Hello!

Nice to hear that things are progressing.