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I'm tired of being abused by these online casinos. I already have a deleted account at this casino where games never return fair prizes. I've been trying to contact them for 3 weeks to report my gambling addiction and block my account and this casino never returns.

This is yet another casino that is destroying my life. I am tired. Please help me. I no longer want to fall into the lies of these irresponsible people and keep chasing losses. I don't know what they do but they never return prizes which makes us recoup some of the losses. It's all manipulated. I'm being very hurt

The least they should do is refund my deposits because these irresponsible people are destroying my life and don't answer support. I'm trying to report my gambling addiction but they just want to steal more and more.

Please help me . It is not possible that the player does not have protection against these irresponsible abusers. We are too weak to fight these casinos in tax havens. Are there no laws that curb these abuses?

Estou cansado de ser abusado por estes casinos online. Já tenho uma conta excluída neste casino onde os jogos nunca retornam prêmios justos. Faz 3 semanas que venho tentando contato para informar meu vicio de jogo e bloquear minha conta e este casino nunca retorna.

Este é mais um casino que esta destruindo minha vida. Estou cansado. Por favor me ajude. Nåo quero mais entrar na mentira destes irresponsáveis e ficar perseguindo perdas. Não sei o que eles fazem mas nunca retornam prêmios que nos faz recuperar um pouco das perdas. Ė tudo manipulado. Estou sendo muito lesado

O mínimo que deveriam fazer ė reembolsar meus depósitos pois estes irresponsáveis estão destruindo minha vida e nåo atendem no suporte. Estou tentando informar meu vício de jogo mas eles sø querem saber de roubar mais e mais.

Por favor me ajudem . Não ė possível que o jogador não tenha proteção contra estes abusadores irresponsäveis. Somos muito fracos pra lutar contra estes casinos em paraísos fiscais. Não existem leis que freiam estes abusos?

Dear Fmcmoc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I am unable to send the email. Always in line.

Não estou conseguindo enviar o email. Fica sempre na fila.

Thank you for the screenshots. Could you please advise if you sent any emails to casino requesting the self-exclusion?

I didn't. I remember that in the past email communication was very difficult. It took a while and didn't solve anything. However, the terms say that in the case of self-exclusion contact live support

Não enviei. Lembro que no passado a comunicação por email era bem difícil. Demorada e não resolvia nada. Todavia os termos dizem que em se tratando de auto exclusão contatar o suporte ao vivo

Yes, it is written in the terms and conditions, that in order to request self-exclusion player should contact live support. However, it is always recommended to send an email hence, you have solid proof that you stated clearly the reason why you wish to block your account and specify the time period.

From all the forwarded screenshots I identified only this single instance when you mentioned a gambling problem, is that correct, please?

translation:

Note that I tried several contacts over two weeks without any return signals clearly demonstrating issues with the gameplay experience. Also note that the robot would not be able to solve the problem. So I was waiting for someone to report the problem. There is actually another screenshot where I explicitly report game issues, however it's from the same day you mentioned it. I think the casino must take responsibility for deliberately denying contact with the chat as it caused me avoidable harm with this attitude. If not claiming too much then they should at least refund the deposits for the last day claimed.

This casino takes advantage of players with pathological gambling. They had all the ability to perceive this by the player's behavior implicit in conversations with live support and they didn't even make that available. Unfortunately, the problem ended all my resources and I would very much like to be refunded.

I remember that I already had another account at this casino with the same email closed due to gambling problems. I asked to reopen and they informed me that there was no problem with my account. So I started deposits. But they were different accounts.

Please help me.

Perceba que eu tentei diversos contatos em mais de duas semanas sem qualquer sinalização de retorno demonstrando claramente problemas na experiência de jogo. Perceba também que o robô não seria capaz de solucionar o problema. Logo, eu aguardava algum atendimento para relatar o problema. Na realidade, há outra captura de tela em que relato explicitamente problemas de jogo, no entanto é do mesmo dia em que mencionou. Penso que o casino deve assumir a responsabilidade por negar deliberadamente o contato com o chat pois me causou danos evitáveis com esta atitude. Se não for reivindicar muito, pelo menos deveriam então reembolsar os depósitos do último dia reclamado.

Este casino se aproveita de jogadores com jogo patológico. Eles tinham toda a capacidade de perceber isto pelo comportamento do jogador implícito nas conversas com o suporte ao vivo e nem isso eles disponibilizaram. Infelizmente o problema acabou com todos os meus recursos e gostaria muito de ser reembolsado.

Lembro que já tive outra conta neste casino com o mesmo e-mail fechada por problemas de jogo. Pedi para reabrir e eles informaram que não havia problema algum em minha conta. Então iniciei os depósitos. Mas eram contas diferentes.

Por favor me ajudem.

I refer to this screenshot

Me refiro a este screenshot

Translated screenshot from the player:

I have checked again the Responsible Gambling section on the website and this is what I found (here):

Self-exclusion

1. By requesting a period of self-exclusion, you agree to follow the below terms and conditions, which will be in effect from the time that CS implements the chosen period of self-exclusion.

2. You may self-exclude for periods of 1, 3, 6, 12 month/s or permanent. Self-exclusion requests are to be made via Live Support.

3. Once you have self-excluded you will not be able to access your account or withdraw during this period.

Based on the forwarded screenshots, it appears that you were not able to reach Live Support and were instead connected with a Chat Bot. Unfortunately, if the casino did not confirm the receipt of your self-exclusion request, we have limited options to assist you. As previously mentioned, we recommend contacting the casino via email, as this provides tangible evidence that the request was sent with all relevant information included.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings BC.Game Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

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

Please send another email to support@BC.GAME (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Looks like I'm not going to get the help I need. Unfortunately casinos are deliberately making self-exclusion requests difficult and abusing players' addiction. This nefarious industry has already harmed me more than 200,000 and we haven't found anyone to help us.

My demand is precisely the refund request due to the casino's delay in meeting and processing the request. At least I would be satisfied if they refunded the amount for the last day they finally closed my account. However, they deleted the account too late, after taking everything I had. That's not fair.

I had already lost a lot of money in this casino and I already closed an account. Now this again. This industry is destroying many vulnerable people and enriching law-breaking, abusive and irresponsible casino owners. All this in tax havens that only serve the interests of these people. There is no one to help us.

I hope that Casino Guru stops defending this nefarious and dirty rabble and becomes more aware of the situation of the most vulnerable people.

Parece que não vou obter a ajuda que preciso. Infelizmente os casinos estão deliberadamente dificultando os pedidos de autoexclusão e abusando do vício dos jogadores. Esta indústria nefasta já me lesou em mais de 200.000 e não encontramos ninguém que nos ajude.

Minha demanda é justamente o requerimento de reembolso diante da demora do casino em atender e processar o pedido. Estaria satisfeito ao menos se reembolsassem o valor do último dia em que finalmente encerraram minha conta. No entanto, excluíram a conta tarde demais, depois de levarem tudo que eu tinha. Isso não é justo.

Eu já tinha perdido muito dinheiro neste casino é já fechei uma conta. Agora isso de novo. Essa indústria está destruindo muitas pessoas vulneráveis e enriquecendo donos de casino transgressores da legislação, abusadores e irresponsáveis. Tudo isso em paraísos fiscais que só servem os interesses dessa gente. Não há ninguém que nos ajude.

Espero que o Casino Guru deixe de defender essa corja nefasta e suja e se sensibilize com a situação das pessoas mais vulneráveis.

I want to assure you that here at Casino Guru, we take the protection of vulnerable players very seriously. However, we are only able to assist those who have followed the casino's instructions for self-exclusion.

If the live chat feature is not available, please send an email to the casino as soon as possible. This will provide solid proof that you have mentioned a gambling problem, with a clear timestamp and other relevant details. We are only able to assist players who have done everything in their power to address the issue with the casino and have not received a satisfactory response. Unfortunately, this does not appear to be the case in your situation.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Fmcmoc,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately these casinos will continue to abuse and I won't get my last deposits back. They steal and get rich at the expense of people's suffering. Thank you Casino Guru for not helping

Infelizmente esses casinos vão continuar abusando e não terei meus últimos depósitos de volta. Roubam e enriquecem as custas do sofrimento das pessoas. Obrigado Casino Guru por não ajudar

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.