Cusco Casino - Player seeks refund after account exploitation.

So the casino is ignoring me like all of there brand casinos.

i did self exclude me from there sistersites.

atleast i did not know they where related until now.

i demand a full refund on my losses since my situation was well know by there operators. I was self excluded and able to make a other account on there sister casinos to exploit me even further.

there is no communication possible cus they did block my email adress on all casino from FGS SOFTWARE SOLUTIONS S.R.L

Cusco casino did know about my addiction. So they should have not let me register there and deposit.

Dear Amnesys,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the General terms and conditions, and this is what I found:

3.10 Self-exclusion request: you can contact customer service via e-mail: support@cuscocasino.com, and we will assist you in closing your account. Please note, that section 3.9 above still applies to such closure requests.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested direct self-exclusion from Cusco Casino? Do you currently have access to your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

The account has been closed after my request.

and I got ignored by all the samen branch casinos…

so why would you ignore me ? If the casino is doing nothing wrong there should be no reason to ignore me right ?

also there reaction on Trustpilot was that they where investigating my case.

date off request was 6 months ago.

no communication was possible

so it’s a lie to tell me that they are investigating the case.

Thank you for your reply, Amnesys. I apologize, but as I explained active self-exclusion in one casino doesn't automatically guarantee active self-exclusion in all associated websites. You can expect this type of Responsible Policy in casinos with a license such as MGA and UKGC, and even then there are specific rules that must be followed. If your account was closed upon your request, we are unable to assist you with your refund.

Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.