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I have told the operators that I have gambling problems and gambling addiction before, but they still open my account again, I have lost over 2735 euros and they are everything from loans. If they care about gambling problems, why did they reopen my account even though they know I have a gambling problem? I have told all casinos, www.hellocasino.com. www.casimba.com, dreamvegas.com, spinrider.com, but still I could play at casinos there.

After my account was opened I could play at all their casinos, they tell me that I have not even had an account at casinos with them. So it is clear that they have deleted all old chats with me and my old account, I ask them how is it possible that you let me play even though you know I have a game problem but they deny that I have ever had one account at one of their casinos, but I have a screenshot where the chat opens my account.

I have had gambling addiction problems for a long time so I have written to all casinos to shut me down and that I have gambling problems so they can not possibly know about them.

they can not say that I have not had a cone with them when they open a new account with them.

I have taken a loan to play here, it hurts my body every day, I can not sleep or eat. I have a gambling problem and they take full advantage of it. Please help me because they do not respect me a bit, maybe they can respect you.

Luckily, I took a screenshot of the chat

Jag har sagt till operatörerna att jag har spelproblem och spelberoende tidigare, men dom öppna mitt konto ändå igen, jag har förlorat över 2735 euro och de är allt från lån. Om de bryr sig om spelproblem, varför öppnade de mitt konto igen även om de vet att jag har ett spelproblem? Jag har berättat för alla kasinon, www.hellocasino.com. www.casimba.com, dreamvegas.com, spinrider.com, men ändå kunde jag spela på kasinon där.

Efter att mitt konto har öppnats kunde jag spela på alla deras kasinon, dom berättar för mig att jag till och med inte har haft ett konto på kasinon hos dom. Så det är tydligt att de har tagit bort alla gamla chattar med mig och min gamla account, jag frågar dom hur är det möjligt att ni låter mig spela även fast ni vet att jag har ett spel problem men dom förnekar att jag någonsin har haft ett konto hos någon av deras casinon, men jag har en skärmdump där chatten öppnar mitt konto.

Jag har haft spelmissbruksproblem länge så jag har skrivit till alla casino att stänga av mig och att jag har spelproblem så dom kan omöjligt inte vetat om de.

dom kan inte säga att jag inte har haft ett konot hos dom när dom öppnar upp ett nytt konto hos dom.

Jag har tagit lån för spela här , det gör ont i min kropp varje dag , jag kan inte sova eller äta. Jag har ett spelproblem och dom utnyttja de till fullo. Snälla hjälp mig för dom respektera inte mig ett dugg kanske dom kan respektera er.

Som tur var tog jag en skärmdump av chatten

Dear Mash92,

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 the self-exclusion? 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? Please understand without supporting evidence it would be close to impossible to confront the casino.

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

Hi, I have sent chat messages to them ang that they should turn me off, I unfortunately do not have the chats. But I have screenshots where they open it up. all casinos also say that I have not even had an account with them, as I have had it. Is there no way for me to find these chats?

Hej, jag har skickat chatt medelande till dom ang att dom ska stänga av mig, jag har dessvärre inte chattarna. Men jag har screenshot där dom öppna upp det. samtliga casino säger även att jag inte äns har haft ett account hos dom , då jag har haft det. Finns det inget sätt för mig att hitta dessa chattar?

You could request a live chat transcript from the casino. However, when it comes to requesting a self-exclusion or account closure, we always recommend players sending an email. In such a way, you have proof of your action.

Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, 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. 

Please understand that without supporting evidence that you have requested a self-exclusion, we stand no chance to confront the casino. Thank you in advance for your understanding.

Dear Mash92,

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.

Well, I sent an email and they have promised me all my deposit back, but I have not received the money, will update here if I get them. Thanks so far.

Tja , jag skickade ett email och dom har lovat mig all min insättning tillbaka, men jag har inte fått pengarna , kommer uppdatera här ifall jag får dom. Tack än så länge.

I will be waiting for an update patiently. Meanwhile, you could forward any relevant communication to petronela.k@casino.guru. Thank you very much in advance.

Dear Mash92,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hey! I'm still waiting for the money from them. Have only received a Mail stating that I will return the money but nothing more. Thanks

Hej! Jag inväntar fortfarande pengarna från dom. Har bara fått ett Mail ang att jag ska gå tillbaka pengarna men inget mer. Tack

Please forward any relevant communication to petronela.k@casino.guru. Thank you in advance.

Thank you very much, Mash92, for your email.

Do I understand correctly that the refund has been promised on the 3rd of August 2021? Have you sent an official acceptance of the offer?

yes 6-7 times, got the answer that they are still looking at it ...

ja 6-7 gånger , fick svar att dom håller på kolla på det fortfarande...

updates as soon as something new has arrived!

uppdaterar så fort något nytt har kommit in!

hi just got an email that they are sending the money back to my card. However, that card is gone and I have a new one, but the money should still come to the account. So when the money is in my account and ready I will write again.

hej fick precis ett mail att dom skickar tillbaka pengarna till mitt kort. Dock är det kortet borta och jag har ett nytt , men pengarna ska ändå komma till kontot. Så när pengarna är i mitt konto och klart kommer jag skriva igen.

Thank you very much, Mash92, for your replies. I will be waiting patiently for further updates.

Dear Mash92,

Have there been any developments since our last conversation?

I still have not received the money, still waiting ..

Jag har fortfarande inte fått pengarna, inväntar fortfarande..

Thank you very much, Mash92, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Mash92,

I'm Nick and I'll be assisting you from now on in your case. I would like to ask Dream Vegas Casino to join us and help us resolve the player's issue

Dreamvegas is slow they will send the money to my new account that I have sent them, so the money should come soon hopefully

Dreamvegas har sakt dom kommer skicka pengarna till mitt nya konto som jag har skickat dom, så pengarna borde komma snart förhoppningsvis

They wrote that it would take up to 10 days now…

Dom skrev att det skulle ta upp till 10 dagar nu…

The money is in my account and the case is closed. Thanks!

Pengarna är i mitt konto och ärendet är avslutat. Tack!

Dear Mash92,

Thank you very much for letting us know that the money arrived. We will be now closing the complaint as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru