The player from Germany formally complains about sankra7.com for failing to close his account despite repeated requests due to problematic gambling behavior. Instead of assisting him, the casino continued to send cashback offers and bonuses, which he finds irresponsible, particularly as he incurred significant losses while emotionally unstable.
Sankra Casino - Player’s account closure request is ignored.
Opened
Current status
Waiting for player to reply
6d 12h 41m 39s
Sankra Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
yesterday
Translation
Ladies and Gentlemen
I hereby submit a formal complaint against the online casino site sankra7.com.
I have repeatedly and explicitly requested that the provider close my account. In my messages, I also clearly indicated that I suffer from problematic gambling behavior or gambling addiction. Despite these clear indications and my repeated requests, my account has not been closed.
Instead of complying with my request and protecting me, I continued to receive cashback offers and bonuses. I find this behavior extremely irresponsible, especially given my described gambling addiction problem.
During a period when I was intoxicated and emotionally unstable, I made further deposits and lost significant sums of money. I am firmly convinced that this situation could have been prevented if my account had been closed in time as requested.
I therefore urge you to investigate this case and provide assistance in recovering at least some of the lost funds. Furthermore, I believe the provider's conduct warrants review with regard to player protection and legal obligations.
I would be very grateful for your feedback and further support.
Best regards
MK
Edited by a Casino Guru admin
Automatic translation:
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11 hours ago
Important notice:
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11 hours 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 forward your original self-exclusion requests, along with the casino’s responses, to veronika.f@casino.guru? Please include the full email threads with all dates and timestamps clearly visible, rather than screenshots only, as this will help us establish an accurate timeline of your requests.
- When did you first request self-exclusion from this casino? When was the last time the casino communicated with you regarding this request?
- Have you completed the full KYC verification 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
