The player from Germany requested a refund of €1,400 deposited due to gambling addiction and urged the casino to permanently block his account to prevent further harm. He emphasized that this money was crucial for his basic living expenses. The Complaints Team attempted to assist by seeking additional information regarding self-exclusion requests and account closure but ultimately found that the complaint could not be further investigated due to the player's lack of response. Consequently, the complaint was rejected.
Starda Casino - Player requests reimbursement due to gambling addiction.
Closed
Our verdict
Player stopped responding
Amount: €1,400
Starda Casino
Safety Index:HighCase summary
Discussion
Public
Public
10 months ago
Translation
Subject: Reimbursement Request Due to Gambling Addiction
Dear Sir or Madam,
I am writing to you with an urgent request and seek your support. Due to my gambling addiction, I have deposited a total of 1,400 € on your platform over the past two days. These transactions occurred in a state of helplessness triggered by my condition.
This money was my entire income for the current month and is essential for my survival to cover basic expenses like rent, food, and other obligations. Without this money, I am facing financial ruin.
I urgently ask you to refund the mentioned amounts and permanently block my account on your platform to prevent further harm. I am in a very difficult situation but am working on overcoming my gambling addiction with professional help.
As an operator of a legally regulated gambling offer, you are obligated to promote responsible gambling and protect individuals with gambling addictions. I appeal to your responsibility and ask you to comply with my request.
If you have any questions or require further information, I am happy to assist. Thank you in advance for
Automatic translation:
Public
Public
10 months ago
Dear alexmicha88,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Have you sent any self-exclusion requests to this casino before you made your deposits? Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's replies? My email address is [email protected].
Thank you very much in advance.
Best regards,
Veronika
