Sankra Casino - Player's account remains active despite self-exclusion request.

I would like to file an official complaint regarding the online casino Sankra11

I had requested self-exclusion/account closure since last week. However, instead of immediately proceeding with my request, they convinced me to continue playing by offering me cashback on Monday, which I accepted. After that, I continued to lose money.

On Monday I clearly reiterated that I want a final self-exclusion, but to this day this has not been implemented and my account remains active. In the meantime, I have continued to receive promotional messages and bonuses, and recently I was sent an offer again, despite having asked to stop permanently.

I believe the casino did not properly implement responsible gaming procedures and did not respect my self-exclusion request, resulting in me continuing to deposit and lose money.

I request that my case and the casino's compliance with responsible gaming rules be reviewed, as well as the possibility of a refund of my deposits made after the initial self-exclusion request.

Thank you very much for your time.

Best regards,

E. c.

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Dear Mposis,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the full, uncropped, original emails you sent to the casino regarding your self-exclusion request, along with the casino’s responses? My email address is veronika.f@casino.guru.
• Have you received any direct replies from the casino regarding your self-exclusion requests?
• Could you also please confirm that you used the correct customer support email address designated for self-exclusion requests? I have reviewed the Responsible Gaming section of the casino, and this is what I found:

Self-exclusion request: you can contact Support Service Team via e-mail: support@sankra.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

• Have you passed 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

Good morning. I had requested a ban last week, but they told me about a 50 euro bonus from them and on Monday I would get a 50-60 euro cashback and they convinced me and I told them okay wait with the ban until Monday. Monday is coming I send them again to be banned immediately because I am losing a lot of money that I can't bear to lose.. not getting a response finally on Tuesday I enter the live chat I tell them the situation and that I demand a refund of my deposits because the money I lost after the request I would not have lost if they had closed me validly. Their answer was we will look into it and I simply disconnected from my account because they blocked me. Also yes my account is fully identified, they took out the Panagia until they approved the papers

I have also sent you what you asked for to the email you gave me.

From Tuesday until today the casino has stopped all communication with me.. it does not respond to emails or live chat if I can in live chat it says that I will be connected to a representative soon, something that never happens. Yesterday I put in a different email to see what would happen and it connected me to a representative in less than 1 minute, coincidence? I don't think so.

Thank you for your responses and your emails.

Is your account still open, or has the casino closed it in the meantime? Have you mentioned gambling addiction or gambling-related harm specifically in any of your conversations with customer support?

Has my account been closed? Yes, after many attempts, it was finally closed in live chat when I told them that I wanted a refund of my deposits because they didn't close me when I asked them to and I lost money that I could have saved.

I also didn't tell them directly about my addiction, I told them I had a problem and was losing money so they could block me, something they ignored and took advantage of to make me lose more money. They also never responded to any of my emails.

Is there anything new?

Hello Mposis,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much!! Of course!

Is there any news?

Thank you for your patience while I was away from the office.

Please specify when exactly the casino closed your account. If you received any written confirmation about the closure, kindly forward it to me as well. I appreciate your cooperation.

I've sent you everything by email!

My account was closed 2 days after the day I requested it, after many attempts in emails that I sent them and they did not respond, in the end I entered live chat and managed to close it when I asked for a refund for the money I lost during those 2 days, they simply closed my account, did not say anything and did not send me an email again, they simply fooled me that they would inform me via email, something they never did.

Thank you for your response.

Just to make sure I understand correctly: you requested account closure on 25 May. Based on your previous reply, am I correct in understanding that your account was actually closed on 27 May?

What it says in the emails I sent you, yes! They didn't close my account, Monday morning at 9 am I requested a ban and it took Tuesday afternoon for them to do it after many attempts on my part because they didn't answer the messages and didn't pay attention, they saw that I was putting money in and losing money and they told you let's take advantage of it

Also, when I finally managed to close my account, I told them to refund the money I deposited after requesting my exclusion, they told me they would answer me and they never answered any of my messages again! What they are doing is unacceptable! Fraudulent protection of the player and the game manager! Exploiting my weak moment to lose more money! While I wrote it to them in the message, close me because I am losing a lot of money that I do not control, but they wrote me normally! I want my money back or whatever is possible to sue them

He had asked for a ban a week before, they convinced me with a cashback bonus and 50 euros that they gave me and I accepted. I continued for a few days, losing a lot of money, and on the 25th of the month at 9 am, as it seems, the time in the emails that I have promoted, I asked for a ban again because I was losing a lot of money, and I wrote it in my email, with the result that no action was taken on their part. They sent me a message again for a bonus, I did not answer or accept it, I sent them a message again on the 26th of the month in the morning to finally ban them, they did not pay attention to me, I entered live chat, they did not pay attention, I told them I want and I return the money for the money I lost, while I would have saved it if they had banned me on time, and suddenly the conversation was interrupted and my account was closed and I never got a response from the casino again, neither for the refund nor in general.

Thank you for your replies.

After reviewing all the evidence you submitted during the investigation of your case, we need to clarify that your first account closure request from 20 May does not qualify as a self-exclusion request, as it did not mention any gambling addiction or gambling-related problems.

In that request, you stated that you wanted your account to be blocked because you had lost too much money and had not received any winnings. Please note that, in cases involving refund requests related to self-exclusion, we need clear evidence that the player explicitly informed the casino about gambling-related problems and requested protection due to them.

You only mentioned psychological anxiety and a loss of control related to gambling in your later request from 25 May. The casino closed your account on 26 May, one day after receiving this request. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments, and this process requires some time to ensure that requests are reviewed and implemented appropriately.

Based on the available evidence, we consider that Sankra Casino acted within a reasonable timeframe by restricting your account access after receiving a clear self-exclusion request. Therefore, the casino cannot be held responsible for the deposits you made while the request was being processed.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

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