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Casino not respecting my request to block my account and afterwards and lost all my Savings on this casino how can this be possible i asked them multiple times to block my account but They dont block it even after saying Please i want my money back after this e-mail since i basically got tricked and lost everything

Hello iwayz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

yes i clearly asked for a block and i mentioned that i lost my money and also got scammed on a different casino, i even said Please got a screenshot of that Which i cant add here. But after the period They didnt respect my request i continued to play with my last Crypto money and bank savings and lost all.

Hello iwayz,

Please forward all the e-mail communication including your request to close your account to nikolas.b@casino.guru.

Yes I will try to do my best because the Casino kept saying to me that I made profit in total on the casino so they can’t refund me but that clearly wasn’t relevant since I made it clear that I problems and I even said please so if they had listened I would have not lost my 2k and the profit was also months ago and I’m on the official block list in the Netherlands.

Hello iwayz,

Do you have any remaining balance on your casino account?

No but I wish to get a refund of all

my deposits after the email I send the which I also send to you guys.

Hello iwayz,

Based on the information received so far, as you did not request for a self-exclusion, the casino was not obligate to automatically close your account, therefor they are not responsible for any balance lost.

In my first post I've described the difference between self-exclusion and account closure.

Unfortunately, as you did not request for an exclusion, we can't punish the casino for your lost balance as it was entirely up to your decision whether you play there or not.

Be sure to request a self-exclusion in the future in case you wish to be ensured that your account will be closed without the possibility to reopen it.

Best regards,

Nick