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?