Celebrino Casino - Player’s deposits are confiscated due to exclusion.

Hi

Recently i received an email for the casino listed above for a welcome off i do not have this email.

I opened and deposited 600 euro, didnt have any look, said I would take a look at their reviews, turns out i am excluded from them and their sister casinos.

I went on to a sister casino live chat and they told me I was excluded for gambling addiction and that I could not play at any of their casinos. I have the screenshot.

I emailed and asked for my deposits be returned and have received no acknowledgement from them i have asked on live chat if there has been an update and I have been told there is not

I want my 600 returned due to the simple face they sent a promotional email with a welcome offer , my email should have been flagged.

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Dear Butterfly100,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the Responsible Gambling Policy, and this is what I found:

You can make self-exclusion in the Responsible Gambling section in your profile and your account will be closed. If you want to close your account permanently or you have gambling problems, please contact [email protected].

 If you have any additional questions you can contact our support team via Live chat or email [email protected] . Our support team is ready to help you 24/7.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.

• To proceed further, could you please confirm whether you specifically requested a self-exclusion from Celebrino Casino?
• Are you able to access your account now please?

I look forward to your reply.

Best regards, Petra

When i had a winnerz account years ago i specifically asked not to be able to open an account at any sister casinos and because it was years ago no i dont have proof i didn't realise until afterwards this casino was part of it

That's what i do i ask to be blocked from all casinos they have and i specifically asked trickz if i could open one at their sister casinos and they told me no i supplied the screenshot.

Account is closed cant access it

its also not listed here under same affiliates but they confirmed it was. If i went to set up a log in at any of them listed it tells me i cant . Celebrino should have been the same.

Thank you for your reply and for providing the previous details, Butterfly100.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to:[email protected], or post your screenshots to the thread.

Thank you again for your cooperation.

Sent to email above

This has been resolved

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Butterfly100,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra

Dear Butterfly100,

I am sorry, but if you didn't inform this specific casino about your gambling problem before depositing and your account has been closed, there is not much we can do. I can only recommend how to self-exclude properly the next time. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

 

Example:

 

Email subject: Self-exclusion

 

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

 

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

 

Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards, Petra