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I want to make a complaint and dispute on this casino because I requested a self exclusion when I reached $12900 and multiple times throughout in the chat as well. However they never did what I asked I have screenshot evidence and live chat evidence of them not listening to the fact that I have a gambling problem and that I’d like to put a self exclusion and take my cash outs and stop. I want them to refund me everything and also pay me out what I was at at that time of said chats and emails.

Dear sati725,

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

When applying for the self-exclusion, always 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. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials 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."

I have checked the screenshots you provided us with. Unfortunately, I have not found an email where you specified you wish to be self-excluded due to gambling problems. If you have such an email, please forward it to me. My email address is veronika.l@casino.guru.

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

Dear sati725,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.