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Hello, I requested multiple times for my account to be closed. Initially, I thought the site had responded to my request. However, even after receiving confirmation that my account would be closed, I was still able to play on the site and lost an additional 5,000€. It happened before, and another time I lost over 3,500€. I am seeking compensation from this site. They tried to keep me by offering more bonuses and re-opened my account after it had been closed for 2 days. I want them to refund my losses. This is pure exploitation and manipulation of players, despite me repeatedly mentioning my gambling addiction and losses.

Hallo ich habe nach mehrmaligen Aufforderung das Konto gebeten zu sperren, die Seite hat darauf reagiert allerdings dachte ich es zunächst. Ich habe demnach obwohl ich ein Bestätigung erhalten habe das das Konto geschlossen wird weiter auf der Seite spielen können und weitere 5.000€ verloren. Also war es vorher schon und ein weiteres Mal waren es ebenfalls über 3500€ Ich möchte von dieser Seite eine Entschädigung erhalten. Sie haben mit weiteren Prämien und Bonus versucht mich wieder zu behalten und erneut das Konto nach 2 Tagen Schließung geöffnet. Ich möchte das sie meine Verluste zurückzahlen, das ist reine abzocke und Manipulation von Spielern obwohl mehrfach auf Spielsucht und Verluste meinerseits angesprochen wurde.

Dear findikfistik86,

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

3. If you wish to be self-excluded from our Website, you should request it by contacting our Customer Support. Self-exclusion will prevent you from using your Player Account for indefinite period. We will close your account and refund all the remaining balance on your account. You will not be contacted by us with any offers and promotions. You will not be able to reopen your Player Account.

When did you inform the casino about your gambling problem for the first time? Could you please forward all self-exclusion requests to kristina.s@casino.guru? Alternatively, you can post it here.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have sent my answer to you by email dear Kristina

Meine Antwort habe ich per Email an sie gesandt liebe Kristina

Thank you for your reply, findikfistik86. I received your emails, but in none of them, you explicitly mentioned you want to close your account because you have a gambling addiction even if the casino asked you specifically about it.

If you have such emails, please forward them to me.

Dear findikfistik86,

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.