The player from Germany had attempted to close his account due to gambling addiction and received confirmation that it was closed. However, he was able to deposit €1,000 afterward, which led him to believe that the casino did not take player protection seriously. He then requested a refund of his deposits. The issue was resolved when the casino refunded the €1,000 to him. The complaint was marked as 'resolved' in the system.
Trickz Casino - Player was able to access his account despite self-exclusion.
Resolved
Our verdict
Case closed
Amount: €1,000
Trickz Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
Hello,
I asked in the chat how to block my account. I wanted to have it closed due to my gambling addiction. Chat support told me I had to send an email to support with the following information:
First name
Last name
Telephone number
Reason for blocking
After a short time I received confirmation from support and according to support my account was closed.
Today I was able to deposit €1000 and gamble it away.
Now I would like to get my money back from the casino because they don't take player protection seriously.
My account has now been blocked by chat support.
Automatic translation:
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6 months ago
Dear Kronos1995,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].
When exactly was your account closed? Has it been closed permanently, or only temporarily?
Was yesterday the only time you were able to access your account again? Did you request your account to be reopened, did the casino reopen it, or did you create a second account?
I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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6 months ago
Translation
Hello Veronica,
Thank you very much for the quick reply. The closure period was stated as 100 years. The email to support was brief but informative. I specified exactly what support wanted, and the closure was confirmed to me via email.
I'll forward the emails to you right away.
I only logged in yesterday, I didn't try other days.
No, I did not request to open the account yesterday.
My account was permanently closed last night in chat after I complained that the closure hadn't worked. However, I received confirmation of this via email on Saturday.
That's why I want my deposits of 1000€ back.
Automatic translation:
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6 months ago
Translation
The casino refunded me the €1,000. I just received it.
Case can be closed.
Automatic translation:
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6 months ago
Dear Kronos1995,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
