The player from Germany submitted a self-exclusion request due to gambling issues, but the casino delayed its processing, leading to additional deposits. After receiving an email about a credit, she found her account closed without confirmation and is now seeking a refund for her recent deposits while receiving unwanted promotional emails.
MonsterWin Casino - Player’s account has not been closed after the self-exclusion request.
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Current status
Waiting for Casino Guru to reply
2d 21h 18m 2s
MonsterWin Casino
Safety Index 8.5 HighCase summary
Discussion
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3 weeks ago
Translation
Hello,
I submitted a self-exclusion request due to gambling problems. Unfortunately, the casino ignored the request for a long time, which of course led to further deposits.
Since I was recently informed via email that I had received a credit of €50, I tried to log in again. I then discovered that the account had been closed. I have not received any confirmation to date.
I have requested a refund of the deposits I made after the casino requested closure, but unfortunately the casino is ignoring all emails.
And nobody seems to care about my request to stop the advertising. Especially since I receive the same bonus emails from all the partner casinos. Please advise me on how to proceed. Thank you.
Automatic translation:
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2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks ago
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 clarify whether the casino closed your account, or whether it remained accessible during the entire period after you first requested self-exclusion on 30 April?
- When you did not receive a response to your self-exclusion request via email, did you try contacting customer support through any other channels, such as live chat?
- Have you completed the full KYC verification process at this casino?
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
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2 weeks ago
TranslationHello,
It was still open. However, after recently receiving an advertisement, I tried again, and it was closed without the casino informing me.
In the chats, you always get the same answer: write an email and they'll forward the request. But then nothing happens.
I didn't complete the process because I wasn't asked to. I was able to register and make a deposit.
Automatic translation:
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1 week ago
When exactly did you try to log into your account and find out that it was closed?
Please forward me the promotional email you received from the casino that led you to attempt logging into your account at veronika.f@casino.guru.
Also, please specify how many deposits you have made since 30 April. I would need the exact dates and amounts of each payment.
Thank you for your cooperation.
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
