The player from Germany had applied for self-exclusion on February 17th, but his account had remained open, and he could still deposit funds. He believed that his gambling addiction was being exploited and expected the self-exclusion to be implemented within 24 hours. The Complaints Team reviewed the case but determined that the player had not clearly stated his gambling problem in his initial self-exclusion request, which was necessary for further assistance. Consequently, the complaint was closed as the player was advised on how to properly request self-exclusion in the future and encouraged to seek professional help for his gambling issues.
Sportuna Casino - Player's self-exclusion request is not processed.
Closed
Our verdict
Unjustified complaint
Amount: €550
Sportuna Casino
Safety Index:HighCase summary
Discussion
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10 months ago
Translation
Hello,
I applied for a self-committee on February 17th, by email.
Until today, February 20, my account was open and I was able to continue depositing money.
I believe that the player's gambling addiction was exploited here.
A self-exclusion should not last longer than 24 hours.
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9 months ago
Dear fabianhsv98,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], 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
Could you please clarify whether you currently have access to your casino account? Have you sent any other messages to the casino besides the one you attached to this complaint? If you have, please forward it to me. My email address is [email protected]. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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9 months ago
Translation
No it wasn't, I think once is enough...
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9 months ago
Translation
I still have access to my account.
Edited
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9 months ago
Translation
Account was just closed today.
After more than a week and several deposits. I request a statement from the casino
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9 months ago
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Apparently this is not important enough here.
Here, a player’s addiction was clearly exploited.
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9 months ago
Thank you very much for your reply, fabianhsv98. Could you please advise if you have ever informed the casino about your gambling problem? If you did, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
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9 months ago
Translation
no it wasn't.
Why are we beating around the bush here?
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9 months ago
I'm sorry, fabianhsv98, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't initially request self-exclusion due to a gambling problem and your account has been closed after you did, I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason (gambling addiction) why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
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 xxx (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."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
