StoneVegas Casino - Player’s account has been reopened without consent.

il casino ha arbitrariamente riaperto il mio account, chiuso in precedenza per dipendenza patologica.

riaprire senza consenso un account chiuso per dipendenza, è un modo per istigare al gioco d'azzardo e far ricadere le persone

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with StoneVegas Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Buonasera

mail inoltrate, se l'account è ancora aperto non lo posso verificare, ho installato un app che mi impedisce di accedere.

L'unica cosa che chiedo, vista la condotta di questi casinò, istigazione al gioco d'azzardo, dovrebbero essere sanzionati e risarcire il mal capitato.

riaprire un account chiuso per dipendenza, non fa altro che riattivare la dipendenza, per tale motivo chiedo un risarcimento

Nunzio

Thanks for your patience.

• Kindly provide evidence that your player's account has been closed due to your disclosure of gambling issues in the past.

According to the response you received from the casino, there are no recent deposits that would qualify for a refund due to the reopening of your account.

• Could you please explain what the disputed amount of €500 represents in this situation?

Send the information to my email at tomas@casino.guru

Looking forward to your reply.

L’importo di 500 euro come già detto è simbolico. Era per richiedere un risarcimento simbolico. Hanno arbitrariamente aperto un account chiuso per dipendenza senza che nessuno lo richiedesse! Riattivando la mia dipendenza

Thanks for the clarification.

Unfortunately, we don't pursue damages or compensation, other than money that was lost due to failed player protection. I recommend you ascertain with casino support whether your account is closed or not, since you currently don't know. If your account is not blocked, we recommend you request a self-exclusion due to gambling problems via email to support using the following template:

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Greetings StoneVegas Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period.

Praticamente possono fare quello che vogliono.

Thanks for your reply.

Sadly, we may intervene only in a narrow range of situations. If your account was reopened, but you didn't lose any deposits as a result, there is little we can accomplish beyond recommending you self-exclude by disclosing your gambling issues to the casino. We may not ask the casino for compensation. In similar cases, we pursue only refunds of deposits being made to the casino during which the player protection was supposed to be in place. Since it appears you didn't deposit into the casino following the account reopening, and there is no evidence of a previous disclosure of gambling issues to the casino in the first place, no refund can be pursued. We recommend you save similar communication as evidence that the player protection is in place.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.