The player from Germany, identifying as a gambling addict, requests the casino to block his account but receives no response to his emails. He faces long waiting times in live chat and is repeatedly advised to set limits, which he finds irresponsible.
Yep Casino - Player's account closure request is ignored.
Opened
Current status
Waiting for player to reply
6d 22h 18m 50s
Yep Casino
Safety Index 8.5 HighCase summary
Discussion
Public
Public
19 hours ago
Translation
Hello
I am a gambling addict and the casino refuses to block my account.
They don't respond to my emails, there are extremely long waiting times in the live chat, and every time I get the answer that I should set limits?
This casino is completely irresponsible towards players, and I expect an immediate adjustment to the rating. I would also greatly appreciate help from Casino Guru regarding player exclusion.
Automatic translation:
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1 hour ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 hour ago
Dear Salatbar23498,
Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.
I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:
"If you need a break from gambling, you can activate self-exclusion from one or all products by contacting Support."
However, I was unable to find any specific instructions or a dedicated contact method for submitting a self-exclusion request.
To better understand your case, could you please clarify a few points?
- How many times did you contact the casino requesting self-exclusion specifically due to gambling addiction problems?
- How did you submit these requests (e.g., email, live chat, or another method)?
- Could you please send copies of all self-exclusion requests in which you informed the casino about your gambling problem/addiction to my email at karla.m@casino.guru?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
