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Hello,

I don't live in Puerto Rico but unfortunately I can't change it.

My problem is that I asked this casino to close because of toys in May 2nd.

Unfortunately there was no response

Then I asked for a deposit limit, and they wrote to me that this was not possible for technical reasons.

I gamble away more money than I can afford and I think it's very bad that they take advantage of it like that.

In the responsible game section it says that you should write an email and they will take care of it immediately.

Today I sent another email asking for closure.

Please help me

Blerim L******

Hallo,

Ich lebe Nicht in Puerto Rico aber ich kann es leider nicht ändern .

Mein Problem ist das ich bei diesem Casino schon 02.05 um Schließung wegen Spielsachen gebeten.

Leider wurde darauf nicht reagiert ,

Dann habe ich um Einzahlungs Limit gebeten , darauf haben Sie mir geschrieben das aus technischen Gründen das nicht geht .

Ich verspiele mehr Geld als ich es mir leisten kann und ich finde das sehr schlimm das sie das so ausnutzen .

In der Abschnitt Verantwortlichen Spiel steht es das man eine Email schreiben soll und die werden sich sofort drum kümmern .

Heute habe ich noch eine Email mit der Bitte auf Schließung geschickt .

Bitte Helfen Sie mir

Blerim L******

Dear Blerko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Hello Petronela,

I have forwarded the emails to you.

Once it was about closing on 02.05,

then I thought at least a deposit limit of 500 euros per week, she at least reported it and then I asked again that you close my account without an answer.

As a player, unfortunately not with controlled gaming, I build trust with Casino Guru, but as you can see, these dubious profiteers take advantage of their customers.

So I just looked, apparently they've gotten enough out and delayed, I'm blocked without an email message, which is good in advance. 05/15/2023, time 23:48

Thanks for your help

Best regards

Blerim

Hallo Petronela,

ich habe Ihnen die emails weitergeleitet .

Einmal ging es am 02.05 um Schliessung,

dann dachte ich wenigsten ein Einzahlungslimit von 500 Euro in der Woche, darauf habe sie sie wenigstens gemeldet und dann habe ich jetzt nochmal drum gebeten das Sie mein Konto Schlißen ohne Antwort.

Ich als Spieler , leider nicht mit Kontrolierten Spiel baue ein Vertrauen über Casino Guru aber wie Sie sehen nutzen diese Dubiosen Geschäftmacher ihre Kunden aus .

So habe gerade geschaut , anscheinend haben sie genug rausgehollt und verzögert, bin ohne email mitteilung gesperrt,was schonmal gut ist . 15.05.2023, Zeit 23:48

Danke für Ihre Hilfe

Viele Grüße

Blerim

Thank you very much, Blerko, for all the forwarded communication. Do I understand correctly that your account is finally blocked after two weeks?

It's only closed since yesterday!

VG

Blerim

Ja erst seit gestern ist es Gschlossen !

VG

Blerim

Your account has been successfully blocked, although it did take an extended period of two weeks, which is undeniably a significant delay. To proceed with your case, could you kindly provide a screenshot of your cashier history from the time you requested self-exclusion? If you didn't save this information previously, please share a screenshot of your bank statement displaying the relevant transactions. Your cooperation in this matter is greatly appreciated. Thank you in advance.

Hello Petronela,

Unfortunately not, I'm finally blocked now and I deposited with cashtocode and I can't see my transactions.

The fact that it took over 2 weeks was intentional by the casino, whether I get my money back or not is secondary, but such dealings are unfair.

I can request a transaction list , which will take a little longer when I get it .

Best regards

Blerim

Hallo Petronela,

Leider nicht , ich bin jetzt endlich gesperrt und ich habe mit cashtocode eingezahlt , und kann meine Umsätze nicht sehen .

Das es über 2 Wochen gedauert hat war von Casino beabsichtigt , ob ich Geld zurück bekomme oder nicht ist zweitranging, aber solche machenschaften sind unfair .

Ich kann eine Transaktionsliste verlangen , was wenn ich Sie bekomme etwas länger dauern wird .

Liebe Grüße

Blerim

Thank you very much, Blerko, for providing all the necessary information. Please request the transaction list.

Meanwhile, 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 Blerim,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite OXI Casino DE to the conversation to participate in the resolution of this complaint.

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.

Hi Blerim,

I received some responses from the casino. Let's wait for two more days, hopefully, they will reply soon.

Hello, Blerim

It's a pity to hear that you have such difficulties with our platform. 

That's true that Responsible Gambling tools, unfortunately, are not available at this moment, but we are working on the integration of this feature, and it's in planning to be added in the future. 

Also, we would like to mention that it's essential to take gambling responsibly and set certain limits for yourself. For example, to set limits of spending on online gambling on your payment system. It can be more useful, because, even if you have some limitations on a certain casino, you can always make an account in another one, and make a deposit there. 

As for the account closure, we would like to inform you, that there was no delay with the answer. According to the terms and conditions of our platform, if a user wants to close an account, he/she needs to contact our support department via the support@oxi.casino address and ask to suspend the oxi.casino account for a period of time. After that, we will take the necessary measures to block a player completely from our website during the next two business days. This information can be freely found on our official website. 

In this specific case, we received a letter from you on the 15th of May and blocked the account on the same day. 

We want to make everything clear and get rid of any kind of misunderstanding, so if you have any questions left, please, let us know. 

Best regards, OXI team

Dear Oxi Casino team,

Thank you for your response. We understand that you currently don't offer the option to limit the player's deposits. However, I'd like to ask you what happened to the first self-exclusion request that was sent to you by email on the 2nd of May. The player stated in the email that they were addicted and wanted to self-exclude themselves.

Hello, Peter

We hope you are doing well.

The first self-exclusion request we received from Blerim via email was on the 15th of May and we immediately blocked the account. Earlier, also including on the 2nd of May, the client didn't send us any emails stating the desire to terminate the account.

Best regards, OXI team

Hello,

That's not true, I sent an email on May 2nd and didn't get an answer.

In addition, I asked for at least a deposit limit with the next email,

which is forbidden to me.

When I asked in the chat to close my account, I was answered that my account did not oblige me to anything.

They publicize on their website how seriously they take responsible gambling but when help is needed tactics are employed to delay everything.

I find that very mean, especially for players who don't have full control.

VG

Blerim L******

Hallo,

das Stimmt nicht, am 02.05 habe ich eine Email geschickt und keine Antwort bekommen.

Zudem habe ich mit der Nächsten Email wenigstens auf einen Einzahlungslimit gebeten,

der mir Verwehrt ist .

Auf meine Anfrage im Chat um Schließung meines Konto , wurde mir als Antwort gegeben das mich mein Konto zu nichts verpflichtet.

Sie Veröffentlichen auf Ihre Webseite wie ernst Sie doch Verantwortungsvolles Spielen ernst nehmen aber wenn man doch Hilfe braucht wird es mit Taktiken gearbeitet um alles zu verzögern.

Ich finde das sehr gemein , vor allem für Spieler die nicht die volle Kontrolle besitzen.

VG

Blerim L******

Hi all,

Thank you for your replies.

Dear Blerim,

Could you please forward the email from the 2nd of May to my email address as an attachment please?

Hi Peter ,

Yes, I was very happy to come.

on which email?

VG

Hallo Peter ,

ja das kam ich sehr gerne .

auf welcher email ?

VG

Please send it here: peter.m@casino.guru

Thank you Blerim. I will upload it here for the casino.

Dear Oxi Casino DE team,

The initial email was saved as an attachment and forwarded to us which would be very hard to fake. This strongly suggests that the email was indeed sent to the casino. So I'd like to ask you to double-check this information.

Hi Blerim,

I'm discussing the issue with the casino representative on Skype. Could you please forward the same email once more but directly from your Gmail account in "eml" format? Right-click on the email and "Forward as attachment". See the picture, please. Thank you.

Hi Peter,

I have sent you the email as requested.

VG

Blerim

Hallo Peter,

Ich habe dir die Email wie gewünscht geschickt .

VG

Blerim

Hi Blerim,

Thank you, it should be OK. I'm waiting for a response from the casino rep now.

Hello, Peter

We hope you are doing well.

According to the conversation between our representatives with you on Skype, we are waiting for the decision on the further investigation of the issue from your side.

Have a great day ahead! 

Best regards, OXI team

Hi Blerim,

I'm sorry, I will be out of the office for a week attending a conference. When I get back, I'd like to make a video call with you over Skype. I will give you the exact details next week.

No problem , I wish you a nice holiday .

Best regards

Blerim

Kein Problem , ich wünsche Ihnen ein schönen Urlaub .

Viele Grüße

Blerim

Hi Blerim,

I sent you an email regarding the call.

Dear Oxi Casino DE team,

I've sent you additional evidence as discussed. Please have a look and get back to me.

Hello, Peter

We hope this message finds you well.

Thanks for sending the evidence. As soon as our representatives make an extra investigation, we will come back with an update. 

Have a great day ahead! 

Best regards, OXI team

Dear Oxi Casino DE team,

As Blerim was able to prove that the email with his self-exclusion was sent (see video), he should get his deposits made after this request back.

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.

Hi Peter,

Yes, very sad that no one reports

People like to talk about fair play, but unfortunately it's just a matter of speaking.

Best regards

Blerim

Hallo Peter,

Ja sehr Traurig das sich keiner meldet ,

es wird gerne von Fair Play gesprochen aber beim Sprechen bleibt es leider .

Viele Grüße

Blerim

Hello, Peter and Blerim 

Our representatives investigated the case and came to a common conclusion. Due to a technical mistake, the client's account wasn't closed, therefore the sum of deposits of Blerim since the date stated in the letter will be refunded. 

Have a nice day! 

Best regards, OXI team

Dear Oxi team,

I think that's very fair and thank you all and especially Peter himself

did the work for this case.

Best regards

Blerim Ljimoni

Lieber Oxi-Team ,

Ich finde das sehr Fair und bedanke mich an Euch alle und vor allem an Peter der sich

die Arbeit für diesen Fall gemacht hat.

Viele Grüße

Blerim Ljimoni

Dear Oxi team,

what is the further procedure?

Since I know more correctly I can log in to you.

Best regards

Blerim

Lieber Oxi-Team,

wie ist das weitere vorgehen ?

Da ich richtiger weiße mich bei Ihnen einloggen kann.

Viele Grüße

Blerim

Hi Blerim,

Were the funds added back to your account?

No, I know neither where you want to transfer nor anything

Nein , Ich weis weder wo sie Überweisen wollen noch nichts

Hi Blerim,

I'll try to find out what's going on.

Dear Blerim

Our representatives tried to contact you via email and sent you a letter to coordinate further actions about the refund procedure. We sent you an email on the 1st of August and did it again today. Please, check your email box. 

Also, note that the email could go to the "Junk/Spam" section.

Have a great day ahead! 

Best regards, OXI team

Hello,

I've searched everything and couldn't find any email

We can also do this via Peter, Peter always gets his emails.

Best regards

Blerim Ljimoni

Hallo,

Ich habe alles mögliche durchsucht und leider keine Email gefunden,

sehr gerne können wir das auch über Peter machen , Peter seine Emails kommen immer an.

Viele Grüße

Blerim Ljimoni

Dear Oxi Casino DE team,

Please write here what you need from the player in order to make some progress. We can make the post private.

Thank you Oxi Casino DE team.

Dear Blerim,

Please send your payment details for the refund to the casino and the confirmation of the refund amount.

Hi Peter,

I have already done that, I will confirm as soon as the amount is on it.

VG

Hallo Peter,

Das habe ich schon getan , Ich bestätige sobald der Betrag drauf ist .

VG

Thank you Blerim, hope the money will arrive soon.

Hello dear Oxi team,

Hello dear Peter,

Unfortunately, I can't reach anyone by email and an answer from the Oxi team whether the account is ok,

I don't get it either.

Dear Peter, maybe you can ask what's going on, it's taking forever.

Best regards

Blerim

Hallo Lieber Oxi-Team,

Hallo Lieber Peter,

Leider erreiche ich niemaden per Email und ein Antwort von Oxi-Team ob das Konto ok ist,

bekomme ich auch nicht .

Lieber Peter, vielleicht kannst du mal nachfragen was sache ist , das zieht sich ja ewig.

Liebe Grüße

Blerim

Dear Blerim,

I received your email but I can't forward your personal information to the casino. Please write your payment details here, it will be hidden from the public. Hopefully, we will finally make some progress here.

Dear Oxi Casino DE team,

Is it OK if Blerim writes his payment details here? If not, please give him an email address where he can send them.

Hello ,

Just for info, no one answers!

Awesome, it's not about a lot of money and that takes forever.

Hallo ,

nur zu Info , es meldet sich niemand !

Wahnsinn, es geht nicht um viel Geld und das dauert ewig.

Hello, Peter and Blerim 

Sure, Blerim can leave the payment details here, it's not a problem.

Have a great day ahead! 

Kind regards,

Best regards, OXI team

Dear Oxi Team I would be happy about a quick processing,

the amount is okay and answer yes!

Lieber Oxi Team ich würde mich über eine schnelle bearbeitung freuen ,

der Betrag geht so in Ordnung und beantworte mit ja !

Dear Blerim

Thank you for the information and cooperation! The refund process is launched. The amount of 1800 EUR is in processing to refund to you. The funds will be transferred in 7 business days.

Have a great day ahead! 

Best regards, OXI team

Thank you Oxi Casino DE team for the update.

Dear Blerim,

Please let me know when you receive your funds.

Hello Peter, hello Oxi Team!

Money has arrived and please close the case as successful!

Thanks !!!!

Hallo Peter , hallo Oxi Team !

Geld ist angegokommen und bitte den Fall als erfolgreich abzuschließen !

Danke !!!!

Hi Blerim,

Thank you for the update. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Blerko, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter