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I asked the casino for a self-exclusion due to gambling addiction on Saturday, but I haven't received any response. In the live chat, I'm always directed to the email account. However, I am still able to deposit and play today.

Ich habe dem Casino Samstag um einen Selbstausschluss wegen Spielsucht gebeten, allerdings bekomme ich keine Antwort. Im Livechat werde ich immer an den Mailaccount verwiesen. Trotzdem kann ich heute immernoch einzahlen und spielen.

Dear tlipki,

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). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Dominika

Dear tlipki,

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.

Dear tlipki, have you heard back from the casino?

Did you submit a separate self-exclusion request or only respond to the email they sent you?

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.