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I was self excluded already but could make another account and deposit and play I was able to deposit £4500 in a 16 hour period without being stopped. I suffer from a major gambling problem and have already requested they close my account with immediate effect. Unfortunately I do not have communication from the previous account, but on chat they did confirm that my account was closed.

Dear Bre96,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Did you submit the correct personal information (name, surname) when you opened the second account in this casino?

Have you filled out your profile with the correct date of birth and address? Have you used the same mobile phone number in both of your accounts?

Could you please confirm if you passed the KYC verification in any of your accounts?

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

Best regards

Veronika

Hi Veronika,

All details provided were the same for both accounts. First and Last name, address, number. Verification was passed for both accounts. Only thing that was different was the email address as my original profile was blocked

I have also double checked and the amount i actually spent is £4950 also and can provide evidence of this.

I'm afraid that without any evidence showing that you requested to be self-excluded from the first account, we will be unable to assist you. Please understand that before we contact the casino representatives, we need to gather as much information from the player as possible. Without solid documentation proving that the self-exclusion failed, we cannot approach the casino to request a refund of your lost deposits.

If you have any communication between you and the casino customer support that could be relevant to our investigation, kindly forward it to me. My email address is veronika.l@casino.guru. Thank you.

I have evidence that I self excluded from a sister site last year also would this evidence help?

The casino operates with a license issued by GCB Curaçao. So far, there is no way to exclude yourself from all Curaçao online casinos at once, but it is stipulated that every operator must offer players the ability to exclude themselves for a minimum of 6 months. However, you must self-exclude at each casino individually. Therefore, an email regarding self-exclusion from a sister casino would not be sufficient.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.