Sankra Casino - Player's account closure requests are being ignored.

Continuous requests to close my account were ignored, resulting in me losing over 1200 euros.

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Dear ParL,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

So the first time I requested to be limited, the email was never answered in 3 days, so that resulted in me losing 1200. The second time they told me they would put a limit of 100 euros per month on me and in the end they put a limit of 50 euros per day on me. Isn't that misleading? This in combination with previous requests to delete my account, which were never answered. I have forwarded an email as well as attaching the images with the limits.

I don't have your answer unfortunately, the reason is that this particular casino exploits the player's frenzy. The avoidance of immediate execution of account blocking action and the lack of communication on their part lead to something vicious that the only one who is not protected is the customer. I have sent you the emails requesting the exclusion where it also seems that there is no response from their side. This is because I have seen similar behavior in another player and it is a tactic of this particular organization to lead each player to greater and greater losses. Please answer

Thank you for your emails. I have reviewed your communications with the casino, and unfortunately, none of your messages mention gambling addiction or gambling-related harm as the reason for your account closure requests.

Therefore, we cannot hold the casino accountable for failing to identify you as a vulnerable customer or request a refund of the deposits you made and subsequently lost through regular gameplay. At this stage, the best we can do is guide you step by step on how to properly request self-exclusion.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Sankra Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Sankra Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance.

That is, their inconsistency does not concern you at all, also the problematic behavior of the player as long as there is no consistency in response and this does not concern you, I wanted to know who you are with and who you are protecting. I do not want to see the instructions for this exclusion I want it to be an umbrella of protection for people who are being exploited by this particular casino and leading them to disaster. Your approach is unacceptable

Thank you for your message. I understand your frustration, and I would like to clarify that our conclusion is not based on supporting either side, but on the information and evidence available to us.

I do understand your concern regarding the casino’s response times and the fact that you believe the lack of timely action contributed to further losses. However, in order to consider this as a self-exclusion-related case, we need evidence that the casino was aware, or should reasonably have been aware, that your requests were related to gambling problems or a need for protection from gambling harm.

After reviewing the requests you provided, we could not find any indication that you informed the casino about gambling addiction, loss of control, or a need for self-exclusion due to gambling-related concerns. Without such information, we cannot determine that the casino failed to act on a self-exclusion request and ask for a refund on your behalf.

Thank you for your understanding.

The player requested his Casino.Guru account to be closed. For this reason, we are closing this complaint as well.

Dear user,

I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika