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I communicated in the chat that I'm a gambling addict, that I have a strong attachment to their games, but they didn't close my account and I lost a lot of money. I want them to refund me.

Я сообщил в чате, что являюсь игроманом, что пристрастился к играм, и они не закрыли мой аккаунт, и я потерял много денег, я хочу, чтобы они вернули мне деньги.

Dear Arm456789,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling and I found this:

Self-exclusion/ session limitation:

You can always exclude yourself or limit your gaming time. This is up to you to set your own limits per day, per week, per month, or different other combinations. For that please use the Responsible Gambling section in your profile or contact support@tsars.com.,

Have you tried contacting the casino via email as they suggest in the responsible gambling section? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

I wrote to them via chat

Я написал им по чату

Thank you very much for your reply, Arm456789. Could you please forward the self-exclusion request together with any other relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Arm456789,

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.