Glorion Casino - Pelaajan tili pysyy aktiivisena itsensä poissulkemispyynnön jälkeen.

Dear Casino Guru Team,

I would like to file a complaint against the online casino Glorion.

On March 6th, I informed the casino's support team via email that I suffer from gambling addiction and requested the permanent closure of my account.

Despite this clear self-exclusion request, my account remained active. I was still able to log in and make deposits, even though I had explicitly reported my gambling addiction.

Because of this situation, after self-excluding, I deposited and lost another €300.

According to responsible gambling guidelines, an account should be immediately blocked as soon as a player reports a gambling problem and requests permanent closure. Unfortunately, this did not happen here.

Therefore, I am asking for your help so that the casino refunds the €300 that I deposited after my self-exclusion.

Thank you for your support.

Best regards

Sascha H.

Sehr geehrtes Casino Guru Team,

ich möchte eine Beschwerde gegen das Online-Casino Glorion einreichen.

Am 6. März habe ich den Support des Casinos per E-Mail darüber informiert, dass ich unter Glücksspielsucht leide und eine dauerhafte Schließung meines Accounts beantragt.

Trotz dieser klaren Selbstsperre-Anfrage blieb mein Konto weiterhin aktiv. Ich konnte mich weiterhin einloggen und Einzahlungen tätigen, obwohl ich ausdrücklich meine Spielsucht gemeldet hatte.

Aufgrund dieser Situation habe ich nach meiner Selbstsperre noch 300 € eingezahlt und verloren.

Nach den Regeln des Responsible Gambling sollte ein Konto sofort gesperrt werden, sobald ein Spieler eine Spielsucht meldet und eine dauerhafte Schließung verlangt. Das ist hier leider nicht passiert.

Deshalb bitte ich um Ihre Hilfe, damit das Casino die 300 € zurückerstattet, die ich nach meiner Selbstsperre eingezahlt habe.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Sascha H.

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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.

• Has the casino responded to the message you sent on Friday, March 6?
• Is your account currently closed, or is it still open? If it's closed, kindly specify when exactly the casino closed it.
• Have you passed the full KYC verification at this casino?
• When exactly did you deposit the additional €300 into the casino?

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