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Casino Ignored Self-Exclusion

I sent an email to the casino requesting my account to be permanently closed due to gambling addiction.

According to the casino, my request was supposed to be processed within 24 hours.

Unfortunately, the casino has not taken any action, which allowed me to deposit money days later. I was not able to control myself and consequently, lost 3005€ in a short amount of time.

Casino missachtet Selbstausschluss

Ich schrieb dem Casino eine E-Mail, dass mein Konto bitte dauerhaft geschlossen werden soll aufgrund von Spielsucht.

Lt. dem Casino soll der Antrag innerhalb 24 Stunden bearbeitet sein.

Leider ist jedoch seitens des Casinos nichts unternommen wurden, so dass ich auch Tage später wieder Geld einzahlen konnte, mich nicht unter Kontrolle hatte und somit 3005€ innerhalb kurzer Zeit verloren habe.

Dear Lunaco,

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

• Before we contact the casino and ask for their standpoint, could you please advise if this was the only email that you sent?
• Have you tried contacting the casino after the September 7th when the following email was sent?

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

• Has the casino responded to your inquiry?

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 have on September 28th. then wrote another email (unfortunately I deleted it). Only then was my account closed. See Appendix.

Ich habe am 28.09. dann nochmal eine Mail geschrieben (diese habe ich leider gelöscht). Erst dann wurde mein Konto geschlossen. Siehe Anhang.

Have you tried to contact the casino sooner via live chat when your first self-exclusion request wasn't processed? Could you forward a screenshot of your deposit history after September 7th? My email address is petronela.k@casino.guru.

Hello,

I contacted the chat again, but unfortunately I have no evidence of this. I send deposits by email.

Hallo,

den Chat habe ich nochmal kontaktiert, aber hierzu liegen mir leider keine Beweise vor. Einzahlungen schicke ich per Mail.

I sincerely apologize, but if the casino didn't recognize your initial request, and you haven't retained any evidence of subsequent attempts to close your account, it becomes challenging for us to intervene.

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 MrPacho 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."

If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

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.

Hello,

the email went to the casino with all the information. According to the website, this responds within 24 hours. This is simply ignored.

Hallo,

die E-Mail ging mit allen Infos an das Casinos. Dies reagiert lt. Webseite innerhalb von 24 Stunden. Das wird schlicht und ergreifend einfach ignoriert.

Thank you very much, Lunaco, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi Lunaco,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite MrPacho Casino to join the conversation and contribute to the resolution of this complaint.

Dear representative of Casino Guru,

Thank you for your request!

We would like to inform you that the player contacted the support service with a request to close the account without giving any reason (we can provide a screenshot of his letter, that the screenshot he provided to you is not true. In the screenshot that the player provided to you, he used Photoshop, we are sending you evidence where it is clearly visible.)

After that, the player's usual appeal was transferred to his VIP manager. The VIP manager immediately contacted the player several times, but the player did not respond.

The player then contacted us on 28/09 for a refund on the grounds that gambling is illegal in Germany (again, without stating that he has a gambling problem). Accordingly, he was refused a refund, according to the terms of the casino (rule 2.2.).

After that, the player applied on 29.09 for a refund of funds, again due to illegal gambling in his country, and already in this letter indicates that he has problems with gambling. And immediately his account was closed by the VIP manager.

We can provide all evidence of communication with the client.

We wish you luck!

With best regards,

Mr.Pacho casino.

The VIP manager doesn't contact me at all. I didn't use Photoshop or anything else. Then please send the communication. I contacted the casino so many times and at some point I just got angry because there was no response.

they disregarded player protection!

Furthermore, you are currently publishing personal data!!!

Der VIP-Manager kontaktiere mich überhaupt nicht. Ich habe weder Fotoshop noch sonst was benutzt. Dann schicken Sie bitte mal die Kommunikation zu. Ich habe das Casino so oft kontaktiert und wurde irgendwann einfach nur noch sauer, weil nicht reagiert wurde.

sie haben den Spielerschutz missachtet!

darüberhinaus veröffentlichen Sie gerade persönliche Daten!!!

Hi all,

Thank you for your replies.

Dear Lunaco,

If the screenshot you sent was photoshopped, I'm afraid I won't be able to help you. However, we will review all available evidence before we make a decision.

Dear MrPacho Casino team,

Please forward all the aforementioned evidence to my email address (peter.m@casino.guru).

Dear representative of Casino Guru,

Thank you for your request!

We have provided all evidence of communication with the player to you by email.

Please familiarize yourself.

Thank you for understanding and cooperation.

With best regards,

Mr.Pacho casino.

Thank you Mr.Pacho Casino team for the evidence and explanation.

Dear Lunaco,

I'm afraid your complaint will be rejected as the evidence suggests that you used Photoshop to alter the wording of the original email which is unacceptable. I can only recommend you avoid such practices in the future and if a gambling problem is involved please turn to a website like https://www.spielsucht-therapie.de/ for help. I wish I could be of more help.

Best regards,

Peter