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I asked for my account to be self excluded yesterday morning and I was still able to deposit 12 hours later and can still access my account to day

Dear Lindsss,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. I can see that you have requested permanent self-exclusion but unfortunately, without stating any reason. Is that correct?

I have checked the general terms and conditions on the website, and this is what I found:

„35. RESPONSIBLE GAMING/GAMBLING

35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@biamo.bet."

I can confirm, from the forwarded screenshots, that your requests have been sent to the correct email address. However, please understand that applying self-exclusion takes some time (ideally no more than three days). Until you receive a confirmation from the casino that restrictions have been applied successfully, your account remains accessible and deposits are accepted. I agree immediate action would be excellent, sadly, it is not always possible. Could you please advise if you received any reply from the casino already?

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

Yes I asked them again this morning why it hadn’t been self excluded and they replied it has been deactivated. I asked them what doe that mean and am waiting for a response

I asked for it to be self excluded and restricted and you didn’t do that you deactivated it which allowed me to open it again. That’s not what I asked for I have the email that I sent requesting self exclusion on the 16th which you haven’t done

I asked you again this morning and you still haven’t done it you sent an email back saying it’s deactivated which again is not what I asked for

Petronela you are part of the problem with that response. No body should have to explain why they want self exclusion it’s no one’s business. But when it’s asked it should be done no questions asked. Your response is a disgrace your condoning a shady casino who have zero responsibility. I don’t want my 30 euro back they can shove that up their ass. But people like you who are trying to do the right thing really need to step up your game or stop pretending your helping the problem when your actually not

I'm sure you understand, Lindsss, that Casino.Guru and its employees are not the ones who create the rules. We try to help each player and educate them as much as possible by explaining how to successfully apply for self-exclusion, but unfortunately, changing the system and global standards for self-exclusion is a very slow and complicated process.

If you are interested in learning more about the Global Self-exclusion initiative you'll see that it is a long way run.

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 Lindsss,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.