The player from Greece requested self-exclusion due to gambling addiction on August 9th, but her account remained active, allowing deposits totaling €500 and a withdrawal of €290. She seeks assistance in recovering her net loss of €210 incurred after her self-exclusion request, believing the casino should have prevented her from continuing to play.
Crowngreen Casino - Player's account remains active after self-exclusion request.
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Crowngreen Casino
Safety Index 3.0 Very lowCase summary
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3 days ago
Translation
Dear Casino Guru Team,
I am submitting an official request to you regarding my casino account, from which I had requested self-exclusion on August 9th, clearly stating that the reason was a gambling addiction problem.
Despite my specific request, on August 26th my account remained active and I was allowed to make new deposits totaling €500. A withdrawal of €290 was then made, which I also used for gaming.
As a result, my net loss after self-exclusion amounts to €210. I believe that, since I had informed the casino about my addiction and requested self-exclusion, the necessary measures should have been taken so that I could not continue to deposit and play.
I request the assistance of Casino Guru to investigate the case and resolve the dispute with the casino. Specifically, I request the return of the net loss that occurred after the self-exclusion request, i.e. at least €210, or any greater amount that results from a full review of the transaction and gaming history.
I can provide the original self-exclusion request of August 9th, the history of deposits, withdrawals and play, as well as any communication with the casino that proves they were aware of the situation and the reason for the self-exclusion.
Please consider my case and inform me of the next steps.
I am attaching the evidence for you.
Automatic translation:
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2 days ago
Important notice:
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2 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Crowngreen Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you? Under what circumstances has it been closed?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with your email address and the casino's email address visible. If the casino responded via an automated message or a structured response, please include it as well.
- When was the last time the casino allowed you to deposit?
- After you learned your request wasn't processed, have you contacted tha support of the casino again?
- Has the casino responded to your refund request already? What did the casino reply?
- Have you unsubscribed from the casino's marketing communication? (ads, newsletters)
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
