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Hello, despite my gambling addiction, you always reopen my account after 1 to 2 weeks. And you know well that I have a gambling addiction.

Hallo trotz meine spielsucht öffnen sie immer nach 1 bis 2 wochen mein account.Und sie wissen es bescheid das ich eine Spielsucht habe.

Dear pippibundi89,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you kindly forward me the first account closure request you sent to the casino as well as the casino's reply? My email address is veronika.l@casino.guru.

Thank you very much in advance. 

Best regards

Veronika

Dear pippibundi89,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of pippibundi89. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

Habe jedes mal gebeten es zu sperren auf dauer weill ich eine spielsucht habe aber immer nach 2 wochen haben sie es immer wieder geöffnet

Dear pippibundi89,

as I already asked you in my first response, please forward me the account closure requests you sent to the casino along with the casino's reply. My email address is veronika.l@casino.guru. We need to collect evidence from you first, and only then can we continue with the investigation, contact the casino, and request refunds for your lost deposits. Thank you for your cooperation and understanding.

I have sent an email.

And they opened it again. I clearly stated that I have a gambling addiction, 5 days or 2 days later they open my account again and again and clearly stated that I have to exclude myself permanently because I have a gambling addiction

Habe email geschikt.

Und sie haben es wieder geöfnet.habe klar gesagt das ich eine spielsucht habe,5 Tage oder 2 Tage später öffnen sie immer wieder mein account have klar gesagt Selbstausschluss auf dauer da ich eine spielsucht habe

Thank you for your emails. Can you please specify if this screenshot shows the first time you requested to be self-excluded?

Could you please send me the earlier parts of the conversation so I can check the date you requested to be self-excluded?

Thank you very much, pippibundi89, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear pippibundi89,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear pippibundi89,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru