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I requested the casino to block my account due to a gambling addiction. They didn't respond, and I continued to play and lose.

Today, I made a deposit using my friend's Skrill since mine is currently restricted. I couldn't make a deposit with my account on their platform.

I accumulated a total of $2700 winnings

Now they won't let me withdraw the funds and have even blocked my account! Back when I had money, I requested them to block my account, but they didn't. I spent all my money. But now that I've won some cash, they've blocked my account and refuse to give me my winnings. I need your help, please.

pedi Ao casino para me bloquear a conta por causa de vício. Não disseram nada continuei a jogar e perder.

hoje fiz um depósito com a skrill do meu amigo na plataforma deles a minha skrill está em restrições não consegui depositar com a minha.

fiz um total de ganhos 2700dollar

agora não deixam levantar o dinheiro e já me bloquearam a conta! Uma vez que quando tinha dinheiro pedi para me bloquear a conta e não o fizeram e eu gastei o meu dinheiro todo. Agora que fiz dinheiro já me bloquearam e não me querem dar o dinheiro. Preciso da vossa ajuda por favor

Hello ElisabeteFerreira200,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

I would also like to highly point out that using any kind of 3rd party payment is strictly forbidden in any online casino and they had the right to void any winnings and block your account forever.

Thank you very much in advance for your reply.

Best regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear ElisabeteFerreira200,

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.