Drakaris Casino - Pelaajan voitot takavarikoidaan vastuullisen pelaamisen rajoituksesta huolimatta.

Dear Casino Guru,

I won €35,000 at this casino. I then set a responsible gaming limit of €1 per month for both deposits and withdrawals, received confirmation via email, and both have been active for days. Despite this, I still managed to lose the entire €35,000. This is a serious violation of player protection/terms and conditions and responsible gaming guidelines. I have secured all the evidence. Please help.

Sehr geehrtes Casino Guru ,

ich habe 35000 Euro in diesem Casino gewonnen . Daraufhin in der Option verantwortungsbewusstes Spielen einen Einsatz- und Verlistlimit von 1 Euro im Monat eingerichtet , Bestätigung per ermail erhalten und beides ist seit Tagen aktiv . Ich konnte trotzdem die 35000 Euro verspielen . Das ist ein großer Verstoß gegen Spielerschutz / AGB‘s und verantwortungsbewusstes Spielen . Ich habe alle Beweise gesichert . Bitte um Ihre Hilfe .

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the emails confirming that your wagering limit (Einsatzlimit) and loss limit (Verlustlimit) were activated, including the amounts and the dates when these limits became effective? My email address is veronika.f@casino.guru.
• When exactly were these limits activated, and when did you win and subsequently lose the €35,000? If possible, please provide your relevant game/balance history showing the activity that took place after the limits became active.
• Please also forward any subsequent email communication you had with the casino regarding these limits, particularly any messages in which you informed the casino that the limits had not worked as expected or asked them to investigate the issue.

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

Best regards

Veronika