Sankra Casino - Player's account should be closed but remains open.

Good evening, I need your immediate help. I requested a request for exclusion due to addiction on 23/7. I received an email from Sankra casino confirming my request, but they ignored me and never closed the account, resulting in a deposit of €775 and the account is still open. Also, as soon as I sent the email, they sent me bonus offers, while before the exclusion request, in a conversation with a representative, he told me that I was not entitled to any bonuses. I am requesting the €775 deposits back because my account should not have been open after such a serious request.

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Hello,

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, so I can understand the whole situation completely.

• When did your live chat conversation with the casino take place?
• Did you send a self-exclusion request to the email address provided by the live support agent? If so, when?
• Did you receive any reply or confirmation from the casino regarding your request?
• If you did not receive a response, did you try contacting the casino again through any other communication channel before making the additional deposits?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila