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I have submitted a request to close an account and they are slow to close it, resulting in me losing money, and they are sending me offers that I never received when I made a deposit, for example, 10 euros, 150 shark spins at noon, they sent them in the afternoon, I started making deposits, resulting in me losing 130 euros.

Έχω υποβάλλει αίτημα κλείσιμο λογαριασμό και αργούν να κλείσουν με αποτέλεσμα να χάσω χρήματα καθώς και με στέλνουν προσφορές που όταν έκανα κατάθεση δεν πήρα ποτέ πχ 10 ευρώ 150 περιστροφές shark μεσημέρι στείλανε απόγευμα άρχισα καταθέσεις με αποτέλεσμα να χάσω 130 ευρώ

Dear evabozane,

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 a gambling problem).

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 veronika.f@casino.guru.

Thank you very much in advance.

Best regards,

Veronika

Because I lose money, the offers are not valid, the machines do not play and even though I have declared account closure with so many emails, they continue to ignore me. I did not know that I had to declare this exclusion. If it is possible to return my deposit money rather than calling for account closure. Best regards

Επειδή χάνω λεφτά οι προσφορές δεν ισχύουν τα μηχανήματα δεν παίζουν και ενώ έχω δηλώσει κλείσιμο λογαριασμού με τόσα emal συνεχίζουν να με αγνοούν .Δεν ήξερα ότι έπρεπε να δηλώσω αυτό αποκλεισμό . Εάν γίνεται να μου γυρίσουν χρήματα κατάθεση παρά έκκληση για κλείσιμο λογαριασμό Με εκτίμηση

Thank you for your response. I understand that this situation is very frustrating for you, and I appreciate your patience.

To clarify, when requesting self-exclusion, it is always important to clearly state that the reason is gambling addiction and to specify the duration of the exclusion. Based on our guidelines, we can only assist players who have explicitly mentioned gambling addiction as the reason for their account closure.

Did you mention compulsive gambling as the reason for your self-exclusion in any of your messages to the casino? If you have any proof of such a request—such as emails, chat transcripts, or confirmation from the casino—please forward it to me.

For future reference, when requesting self-exclusion, we strongly recommend structuring the request clearly so that casino support can process it properly. Here is an example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

• First name:
• Last name:
• Date of birth:
• Casino login:
• Email address:

"Greetings [Casino Support],

I am writing to request immediate self-exclusion from this casino and all related gambling activities for a minimum period of [XX months/years/lifetime].

The reason for my request is [gambling addiction/compulsive gambling].

I acknowledge that I will not be able to revoke this self-exclusion before the end of the agreed period and that it cannot be lifted prematurely."

If your request did not clearly state gambling addiction as the reason, I’m afraid we may not be able to assist you in securing a refund. However, if you can provide any additional proof, I will be happy to review it.

No, I haven't filled out such a document. I wrote that I want to close the account first, then self-exclusion because I'm losing money and that I was ruined and some emails and conversations with them and they kept sending me offers rather than emails and telling me why I'm doing it and not to close and they kept sending me offers until the day before yesterday they closed me anyway I was ruined. The same applies to supabet which I have submitted to you if it is possible to get something back. Best regards

Όχι δεν έχω συμπληρώσει τέτοιο έγγραφο έγραφα ότι θέλω κλείσιμο λογαριασμού αρχή μετά self exclusion γιατί χάνω λεφτά και ότι καταστράφηκα και κάποια email και συνομιλίες μαζί τους και συνέχεια με στέλνανε προσφορές παρά email και μου λέγανε για ποιο λόγο το κάνω και να μην κλείσω και μου στέλνανε προσφορές ώσπου προχτές με κλείσανε πάντως καταστράφηκα το ίδιο ισχύει και για supabet που σου έχω υποβάλλει εάν γίνεται να επιστραφεί κάτι Με εκτίμηση

Thank you for your response and for sharing more details about your situation. I’m truly sorry to hear about your experience.

Unfortunately, since your request was framed as account closure rather than self-exclusion due to gambling addiction, we cannot request the casino to refund you the lost deposits. Casinos are only required to enforce self-exclusion if the request clearly states that the reason is gambling addiction.

Are you interested in us assisting you with a self-exclusion request? If so, please fill out the template I provided in my previous response, send it to the casino, and add my email address (veronika.f@casino.guru) as CC. This way, I can follow up on your request and ensure it is handled properly.

Let me know how you’d like to proceed.

Dear evabozane,

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.

Thank you for assistance They close it 🙏 🙏 🙏 🙏 🙏 🙏

Dear evabozane,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru