Cazeus Casino - Pelaajan väitteet rikkoivat vastuullisen pelaamisen ohjeita.

This happened to me!

If the operator allows you to deposit and play during this period, even though your account should be suspended and closed, this can be considered a serious breach of the basic responsible gambling guidelines. You are then entitled to a full refund for the specified period if the money has been lost.

Dieser Fall ist bei mir eingetreten!

Wenn der Betreiber Ihnen erlaubt, während dieses Zeitraums einzuzahlen und zu spielen, obwohl Ihr Konto gesperrt und geschlossen werden sollte, kann dies als schwerwiegender Verstoß gegen die grundlegenden Richtlinien für verantwortungsbewusstes Spielen angesehen werden. Sie sind dann befugt, auf eine vollständige Rückerstattung für den angegebenen Zeitraum zu fordern, wenn das Geld verloren gegangen ist.

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Dear John0306,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

•  Can you still log in to your account?
• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is petra.h@casino.guru.
• Can you confirm the dates during which you were allowed to deposit and play?

Thank you very much in advance.

Best regards

Petra

So, I had my account blocked due to gambling addiction! I sent them the emails! After contacting the casino, who told me I shouldn't be playing and that my account should actually be blocked, and that I was demanding my money back, they blocked my account immediately! They wrote that they would forward it to the relevant department for processing! But I haven't received a reply yet! Yes, I can see the deposits in my online banking!

Also ich hatte mein Konto wegen Spielsucht sperren lassen! Die E-Mails habe ich ihnen geschickt! Nachdem ich das Casino kontaktiert habe, das ich hätte, nicht spielen dürfte und mein Konto eigentlich gesperrt sein sollte und ich mein Geld zurückfordere haben die mein Konto direkt gesperrt! Und geschrieben das die das an die zugehörige Abteilung zur Bearbeitung weiterleiten! Aber darauf habe ich keine Antwort bis jetzt bekommen! Ja ich habe die Einzahlungen im online Banking ersichtlich!

The case is closed! The casino has refunded my money 👍

Der Fall ist abgeschlossen! Das Casino hat mir mein Geld zurückgezahlt👍

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear John0306,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra