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Good evening, my account was closed for gambling addiction, the casino reopened the account allowing me to deposit and play.

I find it inappropriate to reopen a gaming account closed for problem gambling, so I am requesting a refund of my deposits today of 300 euros.

Thank you

I attach a screenshot where customer service closed my game account.

Buonasera, il mio conto era chiuso per ludopatia, il casino ha riaperto il conto consentendomi di depositare e giocare.

Trovo inappropriato riaprire un conto gioco chiuso per gioco problematico, per questo chiedo il rimborso dei miei depositi di oggi di 300euro.

Grazie

allego screenshot dove il servizio clienti mi chiudeva il conto gioco.

Dear Enjoy1984,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the 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. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

How did you find out that your account was reopened?

Thank you very much in advance. 

Best regards, 

Dominika

Hi dominika, unfortunately I don't have the self-exclusion request, but I do have the casino's response email, where it clearly says "Your account has been permanently closed with no possibility of reopening as per your request." and then says "We are sincerely sorry for your situation.

We are fully committed to supporting responsible gaming initiatives and encourage you to find information on responsible gaming on the websites of the organisations you will find below."

I forwarded via email, the casino email, where it said that my gaming account was closed forever for problem gambling.

I found out that my account was open because I received a bonus from the casino.

I remain at your disposal.

Thank you

Ciao dominika, purtroppo la richiesta di autoesclusione non ce l ho, ma ho l'email di risposta del casino, dove dice chiaramente "Il Suo account è stato chiuso in modo permanente senza alcuna possibilità di riapertura come da Sua richiesta." e poi dice "Siamo sinceramente dispiaciuti per la Sua situazione.

Siamo pienamente impegnati a supportare le iniziative di gioco responsabile e La incoraggia a trovare informazioni sul gioco responsabile sui siti web delle organizzazioni che trovera' qui di seguito."

Inoltro tramite email, l email del casino, dove diceva che il mio conto gioco è stato chiuso per sempre per gioco problematico.

Ho scoperto che il mio conto era aperto perché ho ricevuto un bonus dal casino.

Rimango a disposizione.

Grazie

Dear Enjoy1984, has your casino account been closed again?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I can only recommend how to request self-exclusion properly in the future. Inform us once you request self-exclusion and forward the request to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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."

Also, 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)

I sent the email again yesterday asking for closure. But I didn't receive a response.

I'll forward that to you via email too.

I understand that it can be an essential proof, but also the casino's response where it clearly says that "Your account has been permanently closed WITHOUT ANY POSSIBILITY OF REOPENING as per YOUR REQUEST." this is also a proof, certainly my request for self-exclusion was valid, otherwise the casino would not have responded like this.

I remain at your disposal

Ho inviato ieri di nuovo l email dove chiedevo la chiusura. Ma non ho ricevuto risposta.

Ti inoltro anche quella tramite email.

Capisco che può essere una prova essenziale, ma anche la risposta del casino dove dice chiaramente che " Il Suo account è stato chiuso in modo permanente SENZA ALCUNA POSSIBILITÀ DI RIAPERTURA come da SUA RICHIESTA." anche questa è una prova, certamente la mia richiesta di autoesclusione era valida, altrimenti il casino non avrebbe risposto cosi.

Rimango a disposizione

I turned to professional centers, I am being treated for this problem, in fact I am blocked in all the casinos, too bad these have reopened deliberately informing me of the opening with bonuses, when instead I had already blocked access due to addiction, and I should not have had access anymore.

Mi sono rivolto ai centri professionali, sono in cura per questo problema, difatti sono bloccato in tutti i casino, peccato questi hanno riaperto deliberatamente informandomi dell apertura con dei bonus, quando invece avevo già bloccato l'accesso per dipendenza, e non avrei piu dovuto avere accesso.

Dear Enjoy1984, has your casino account been closed again? If so, when was it closed?

I tried to log in now and my account is now closed.

I don't know when it was closed, because the casino didn't respond to me and didn't tell me about the closure, they didn't send me any emails of any kind.

Thank you

Ho provato ad accedere in questo momento e il mio conto ora è chiuso.

Non so quando è stato chiuso, perché il casino non mi ha risposto e non mi ha comunicato la chiusura, non mi ha mandato nessuna email di nessun tipo.

Grazie

Dear Enjoy1984, I understand that you’re concerned about the reopening of your account and the associated gambling issues. However, I must emphasize that we cannot proceed with your complaint without the original self-exclusion request that clearly indicates your gambling problem. This self-exclusion request is essential evidence that a player must provide for cases like yours. Since your account has already been closed, our ability to assist is limited without this documentation.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I'm 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.