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I have closed my account permanently due to gambling issue and they still reactivate my account if I asked as a gambler and addicted I always want to play but i closed my account from the limitation option and I sent email that I have gambling issues and when I close my account by the self limitation I choose forever but they still re open it. Which costed me 12000 CAD loss. I need refund. This is illegal to reopen my account even if I ask to reopen if that I closed it forever.

Dear Alprince2001,

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 the 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

I have sent you an email.

thank you

Thank you, Alprince2001, for the forwarded email. I can confirm that you sent a self-exclusion request to support@superboss.com on the 11th of August 2023 clearly stating your gambling problem. Could you please advise when was your account reactivated?

I think I was reactivated on Aug 18.

but before that I closed my account on June forever but not by sending email it was by self excluded option.

I understand, thanks to your forwarded screenshots, that there's an option to limit access to your casino account. However, it can be lifted after 24 hours as it happened in your case as well.

Can you let me know if you got any confirmation regarding the self-exclusion request you sent on the 11th? And do you happen to have a screenshot of your deposit history after that date?

after I sent email my account was closed

and

yes I have screenshots of deposits

I can send them all to your email

Thank you very much, Alprince2001, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Dear Alprince2001,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you petronela for your support.

also same to Jozef

Dear Alprince2001,

We respect and understand the problems of gambling addiction, so we understand the seriousness of the situation.

Our employee made a mistake and unlocked your account. We are still doing an internal investigation and those responsible will be punished. Your account is currently blocked and will remain so.

We apologize and offer to refund you the amount of deposits made after your request on 11.08.2023. With all due respect, most of the funds you are requesting to be refunded in this complaint were lost before you informed us about the addiction.

Waiting for the reply from casino guru.

Also before august 11 my account was closed forever from the self limitation option. Which I chose forever. (Forever means that will be never opened)

Dear Alprince2001,

Please note that, in our opinion, you are eligible to receive a refund for the deposits made after informing the casino team about your gambling problem. The team is responsible only for the period in which they were clearly informed about this issue.

Any other account closure that is unrelated to gambling problems is not relevant, as it is standard for casinos to reopen such accounts. Every player has the right to change their opinion and ask for their account to be reopened. Only accounts closed due to gambling problems should not be reopened, unless there are unique individual situations that are handled with the proper procedure. I kindly ask you to respond if you are going to accept the refund offer.

Thank you.

yes i accept the refund. How I will get the refund?

Hello,

im still waiting for answer.

thank you

Dear SuperBoss Casino team,

may I kindly ask you to react?

It’s easy to deposit money in casinos but when time for withdrawal or refund they take long time!!!

it is more than 2 weeks since last response

Dear Jozef,

casino trying to send the refunds in multiple ways not in one transfer. I have told them by email plz the refund in intrac e-transfer and they trying to refund 5 payment in e-transfer and rest in crypto which same way were deposited.

Dear Jozef and Alprince2001,

We've started the refund process. We are refunding most of the deposits through the interac payment system, through which the deposits were made. The payment system has already received a request from us and the process takes a few banking days.

There are also deposits that were made with cryptocurrency. The client has some difficulties with having active cryptocurrency wallets, but we are currently discussing possible options for refunding these deposits.

Dear Alprince2001,

I'm pleased to hear that you will be receiving a refund. I am extending the timer by 7 days. Please, let me know when you receive a full refund.

sure I will let you know. But they’re taking too much time for a refund and I guess intrac e-transfer is just one day. The casino everyday replying to me saying that they sent the payment system and they will let me know.

ill keep you updated.

I still didn’t receive any payment. It is now more than a week when the said started payment process.

I have received the refund.

thank you for your support.

Dear Alprince2001,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Alprince2001, 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. 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, Jozef