The player from Germany had repeatedly requested account closure due to gambling addiction, but the casino had not responded. He had lost over €8,000 during this time and felt that his addiction was being exploited. The Complaints Team had attempted to communicate with him for further information but had not received a response. As a result, the complaint was rejected due to insufficient information for investigation.
Magius Casino - Player's account remains open despite self-exclusion request.
Closed
Our verdict
Player stopped responding
Amount: €8,000
Magius Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
1 year ago
Translation
I have already asked several times in chat and by email to have my account blocked due to gambling addiction, but unfortunately so far to no avail. In that time I have lost more than €8,000. This is obviously a player's addiction being exploited. This has nothing to do with "responsible gaming".
Automatic translation:
Public
Public
1 year ago
Dear sebastian12,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
