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Hello,

I deposited 150 USD, my account was blocked and the emails I contacted did not respond. I just want my deposited money

Hallo,

ich habe 150 Usdt eingezahlt, mein Konto wurde gesperrt und die emails was kontaktiert habe antwortet nicht. Ich möchte nur mein Eingezahltes Geld

Dear jaafarmustafa32,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you didn't place any bets with your deposit?
• Did you activate any bonuses on top of the deposit?
• Have you received any explanation from the casino regarding this issue?

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

Best regards,

Kristina

I didn’t even receive the money on my account yet

no bonus

no bets

the Customers Support are not very helpful

the just answer with ,, Contact us Via email,,

pls see the Pic that was the last Email from the Casino

Thank you for your reply, jaafarmustafa32. Do I understand correctly that you created more than one account at this casino?

Yes, I just want to get my deposit refunded

Ja, ich möchte nur meine Einzahlung zurückerstatten lassen

Please provide the required information.

They want me to provide a document stating that I am not addicted. In my country, no doctor will issue such a document + I can already tell that I have gambling problems. I just want to withdraw my money and not continue to gamble

Sie verlangen von mir ein document wo drauf steht, dass ich nicht süchtig bin. In meinem Land wird kein Arzt sowas ausstellen + ich merke schon dass ich spiel Probleme habe. Ich möchte nur mein Geld auszahlen lassen und nicht weiter spielen

Last account? How many accounts have you created? Could you please clarify why you created more than one account?

I think I have had more than 8 accounts over the years but they are all blocked. I deposited twice into the last account. I lost the first time and then deposited again but the account was blocked. According to the casino, the money was received but they didn't want to make a refund until I had to get a document stating that I am not a gambling addict, which I cannot agree to because it affects my privacy. I also explained to them that I did not want to continue playing and just wanted to withdraw my money.

Thanks

Lg

Ich vermute in mehreren Jahren hab mehr als 8 Kontos aber alle gesperrt bei letzte Konto habe ich zweimal eingezahlt erste mal habe ich verloren dann wieder eingezahlt aber Konto war gesperrt. Laut das Casino das Geld ist eingegangen aber sie wollten keine Rückzahlung machen bis ich ein Dokument besorgen muss was drauf steht das ich nicht Spiel sucht hab was ich nicht zustimmen kann weil es mein Privatsphäre betrifft. Ich habe sie auch erklärt das ich nicht weiter spielen möchte nur mein Geld auszahlen wollte

danke

Lg

Was any of your account closed because of your gambling addiction?

and, under

ja, alle

Can you please forward me all self-exclusion requests (and any other relevant communication between you and the casino) you sent to the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear jaafarmustafa32,

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.

I don't want to continue playing that they can extend such a document from me

regarding my privacy

I just want to get my money back

Ich möchte ja nicht weiterspielen, dass sie von mir so eine Dokumente verlängern können

was meine Privatsphäre angeht

ich möchte nur mein eingezahltes Geld zurück bekommen

Please forward all self-exclusion requests you've ever sent to the casino as attachments to my email address (kristina.s@casino.guru). I need to see the sender's and the recipient's email addresses, the date when the requests were sent, and the message. Thank you.

Dear jaafarmustafa32,

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.

I have not found the self-exclusion applications because it was a long time ago

ich habe die Selbstausschlussanträge nicht gefunden, weil es lange her ist

I am sorry, but this evidence is necessary for us to proceed with this case as failed self-exclusion. Without it, this is simply a case of creating multiple accounts, which means that the casino could close your account and confiscate your balance.

At this point, I can only recommend how to request self-exclusion, so we can assist you properly in the future. When applying for the self-exclusion, 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 valid proof of such action.

Example:

Email subject: Self-exclusion

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 material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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."

Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Unfortunately, without strong supporting evidence, we are unable to proceed with this case further and I am forced to close it. 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.