The player from Germany formally complained about Trikz Casino reactivating his account despite his explicit request for a permanent block due to a gambling addiction. He incurred losses of €4,666.00 following the reactivation and sought an explanation, reimbursement for his losses, and a permanent account block. The issue was acknowledged by the Complaints Team, who requested documentation of the player's initial account closure requests and communication with the casino. The complaint was ultimately marked as resolved by the player, and the Complaints Team closed the case after confirming the resolution.
Trickz Casino - Player's account has been reopened against instructions.
Resolved
Our verdict
Case closed
Amount: €4,666
Trickz Casino
Safety Index 9.5 Very highCase summary
Discussion
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3 weeks ago
Translation
Ladies and Gentlemen
I hereby officially lodge a complaint against your actions regarding my player account at Trikz Casino.
I have explicitly requested to be blocked from your service due to an existing gambling addiction. As part of this block, I have unequivocally stated that my account should remain permanently blocked and may not be unblocked, even at my own request.
Despite this clear explanation and your commitment to player protection, you reactivated my account at a later date. This allowed me renewed access to gambling, even though you were aware of my gambling addiction.
After my account was unblocked, I suffered further losses totaling €4,666.00. These losses would not have occurred if you had fulfilled your legal and contractual obligations to protect vulnerable players and maintained the suspension I requested.
I believe that the unlocking of my account despite my explicit instructions constitutes a serious breach of your duty of care and player protection obligations.
Therefore, I hereby request that you
to fully examine the facts,
to inform me in writing why the suspension was lifted,
to reimburse me for all losses amounting to €4,666.00 and
to permanently and irrevocably block my player account.
Please acknowledge receipt of this complaint and provide me with your statement within 14 days of receiving this letter.
Should a satisfactory solution not be reached within this period, I expressly reserve the right to take legal action and to involve the relevant supervisory and arbitration bodies.
Automatic translation:
Public
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3 weeks ago
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Responsible Gaming section of Trickz Casino, and this is what I found:
Closing an account:
You can make self-exclusion in the Responsible Gambling section in your profile and your account will be closed. If you want to close your account permanently or you have gambling problems, please contact support@trickz.com.
- Could you please forward me the account closure requests that you sent to the casino when you first wanted to be self-excluded at veronika.f@casino.guru? Kindly include the casino's replies and confirmation that your account was closed.
- Did you contact the casino through support email as advised in the Responsible Gaming section of the casino?
- When exactly was your account reopened?
- What is the current status of your account? Are you still able to log in, or has the casino closed your account again?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear marvinleubert,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
