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I am filing a complaint because my player account was reopened despite a previously confirmed "irrevocable" ban.

I repeatedly requested that my account be blocked or permanently closed. This was explicitly confirmed to me by the VIP manager. Nevertheless, my account was subsequently made accessible again, allowing further deposits.

After the reopening, numerous payments were processed again, although in my view the block should have remained in place.

I contacted the provider directly and requested a refund of the deposits made after the confirmed suspension. This was refused.

I can provide all evidence and screenshots of the communication.

Ich reiche Beschwerde ein, weil mein Spielerkonto trotz zuvor bestätigter „unwiderruflicher" Sperre wieder geöffnet wurde.

Ich hatte mehrfach die Sperrung bzw. dauerhafte Schließung meines Kontos verlangt. Diese wurde mir durch den VIP-Manager ausdrücklich bestätigt. Trotzdem wurde mein Konto anschließend wieder zugänglich gemacht, wodurch weitere Einzahlungen möglich waren.

Nach der Wiederöffnung wurden erneut zahlreiche Zahlungen verarbeitet, obwohl die Sperre aus meiner Sicht hätte bestehen bleiben müssen.

Ich habe den Anbieter direkt kontaktiert und die Rückerstattung der Einzahlungen verlangt, die nach der bestätigten Sperre erfolgt sind. Dies wurde abgelehnt.

Ich kann sämtliche Nachweise und Screenshots der Kommunikation vorlegen.

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Dear Ylk187;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas