Sankra Casino - Player's account was not closed after self-exclusion request.

I am requesting a refund of €3,730 in net losses from Sankra Casino because the casino failed to self-exclude me after I explicitly informed them that I had a gambling problem.

On 12 July 2026, I emailed Sankra support from my registered email address:

"Pido cerrar mi cuenta. Tengo problemas con juego."

("I ask you to close my account. I have gambling problems.")

Sankra received my request. Instead of blocking my account, their VIP Manager Lucia offered me deposit limits so I could continue gambling and keep my VIP status. I rejected this and replied clearly: "Cerrar" ("Close it"). I was then offered a temporary break instead of permanent closure.

This also contradicts Sankra’s own Responsible Gambling policy, which states that self-exclusion can be requested through support@sankra.com and that the account will be closed within 24 hours.

My account remained active. Even after I disclosed my gambling problem, I received VIP bonuses and cashback promotions.

Because I was not excluded, I relapsed and lost approximately €1,450.

On 17 August, I again explicitly requested PERMANENT SELF-EXCLUSION and stated that I did NOT want deposit limits, cooling-off or a temporary pause.

The account was still not closed.

On 1 September, VIP Manager Romain again acknowledged my permanent self-exclusion request but once more offered alternatives such as a one-month pause, deposit limits and cooling-off.

My account remained active.

On 9 September, I relapsed again. Sankra still allowed me to make multiple successful deposits through Google Pay and I lost approximately another €800. I have screenshots showing the transactions, dates, times and transaction IDs.

On 12 September, exactly TWO MONTHS after telling Sankra that I had a gambling problem and asking them to close my account, it was STILL active and accepting deposits.

I relapsed again and lost approximately €1,480. I have screenshots from Sankra’s payment history showing successful deposits on 12 September, including €300, €300, €80 and €200 transactions, with timestamps and transaction IDs.

Therefore, my identified net losses after my self-exclusion request are:

€1,450 + €800 + €1,480 = €3,730.

I made NO withdrawals during these gambling episodes. The money was deposited and lost through gambling.

I have evidence of the entire chronology: my original 12 July email mentioning my gambling problem, Sankra’s replies, my repeated permanent self-exclusion requests, VIP communications, promotions sent after my disclosure, Sankra’s 24-hour self-exclusion policy, and payment histories proving that they continued accepting my deposits.

Had Sankra implemented my self-exclusion when requested, these losses could not have occurred.

I request:

1. Permanent self-exclusion of my account.

2. Refund of €3,730 in net losses incurred after my self-exclusion should have been implemented.

3. Permanent cessation of all gambling promotions.

I can provide all emails, screenshots and transaction records as evidence.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Sankra7 Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please forward your original self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.

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

Thank you very much in advance for your reply.

Best regards,

Attila