Gonzo Casino - Player’s account closure is delayed.

Προσπαθώ εδώ και 4 ημέρες να κλείσω το λογαριασμό μου και αρνούνται τους είπα είμαι εθισμένος και δεν μου κλείνουν το λογαριασμό μέσα σε αυτές τις ημέρες εγώ έχασα επιπλέον 100€ να μου τα επιστρέψουν. Μου έστειλαν μια φόρμα να συμπληρώσω για να κλείσουν το λογαριασμό μου την συμπλήρωσα και ακόμα τίποτα

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

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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.

• Could you please confirm whether you filled out the form sent by the casino on 30 September?
• What information were you required to provide in that form?
• When exactly did you deposit the additional €100 into your account?
• Have you already completed the full KYC verification?

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

εχω ολοκληρώσει το kyc και έχω συμπληρώσει την πλατφόρμα, η πλατφόρμα ήθελε να γράψω μέσα για ποιο λόγο κλείνω το λογαριασμό, αν θα επέστρεφα ξανά στο μέλλον δεν θυμάμαι κάτι άλλο, τους είπα ότι είμαι εθισμένος και ακόμη ο λογαριασμός μου είναι ανοιχτός

Please forward me the entire email communication between you and the casino regarding the request to close your account at veronika.f@casino.guru.

Has your account been excluded in the meantime?

Οχι ο λογαριασμός μου είναι ακόμη ανοιχτός και συνεχίζω να χάνω χρήματα η φόρμα που μου έστειλαν να συμπληρώσω ήταν για ποιο λόγο ήθελα να κλείσω το λογαριασμό μου και για πόσο χρονικό διάστημα

Thank you very much, Kouratzina, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kouratzina, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Gonzo Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Να ενημερώσω ότι συνεχίζω να χάνω χρήματα έχω χάσει περίπου 300€ από όταν ζήτησα αυτοαποκλεισμο

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kouratzina,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

I am really sorry I could not be of more help on this occasion, and I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Best regards,

Matej