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Ladies and Gentlemen

I already emailed the casino yesterday, March 22, 2025, at approximately 7:40 AM, asking them to close my account! The account hasn't been closed yet. Since then, I lost another €60. I ask you to ensure that the casino refunds me the €60 and closes my account!

Sehr geehrte Damen und Herren,

Ich habe das Casino bereits gestern am 22.03.25 um ca. 7:40 Uhr via Mail darum gebeten mein Account zu schliessen! Der Acccount ist bis heute nicht geschlossen. Danach habe ich weitere 60€ verspielt. Ich bitte Sie darum dafür zu sorgen, dass das Casino mir die 60€ zurückerstattet und den Account schliesst!

Dear eurogalaxy85,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Please note that after sending a self-exclusion request, the casino may take a few working days to process it since self-exclusion via email is done manually.

Could you please confirm that you sent your first email with a self-exclusion request yesterday?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

There was no KYC verification! I sent the casino an email on March 22, 2025, at approximately 7:40 AM, asking them to close my account, and it wasn't until February 24, 2025, that it was blocked. I understand the rule that the casino must close after a maximum of 24 hours!

Es gab keine KYC Verifizierung! Ich habe das Casino am 22.03.25 um ca. 7:40 mit einer Mail darum gebeten mein Account zu schliessen und erst am 24.02.25 wurde est erst gesperrt. Ich kenne die Regel so, dass das Casino nach max. 24 Stunden schliessen muss!