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Hello,

I first requested the closure of my account about three weeks ago, but nothing has happened. I keep being told it's been forwarded to the relevant department. Since then, I've lost approximately €3,000. I've repeatedly stated that I urgently need to be excluded due to the risk of gambling addiction. Instead of closing my account, they've given me bonuses that have repeatedly led to further deposits. I want my money back from the casino, as I've repeatedly drawn attention to this problem.

Hallo,

ich habe bereits vor ca. 3 wochen das erste Mal um eine schliessung meines kontos gebeten, es passierte nichts. Es heisst immer wieder das es an die zuständige Abteilung weitergeleitet wurde. Seither habe ich ca. 3000EUR verloren. Ich habe mehrfach mitgeteilt das ich dringend den Ausschluß aufgrund von Spelsuchtgefahr benötige. anstatt zu schließen werden mir Bonusse gegeben die immer wieder zu Einzahlungen geführt haben. Ich möchte das Geld von dem Casino zurück, da ich mehrfach auf das Problem aufnnerksam gemacht habe

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Dear zopfi,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Finding the right balance between the desire to play and the limits of time or budget can, at times, be challenging. If you feel this is becoming an issue, you may request to exclude yourself from playing at our casino. This can be arranged by contacting our Support Service via Live Chat.

If you are concerned about a friend or family member, you may also reach out to our Support Service Team for guidance. Our team is available 24/7 and will assist you with the utmost discretion."

To better understand your case, could you please clarify a few points?

Could you please send me a copy of your self-exclusion request in which you informed the casino about your gambling problem? If possible, please include the entire email conversation with the casino. You may attach it directly to this complaint or send it to karla.m@casino.guru.

Did the casino ask you to complete or confirm any self-exclusion request as described in its Responsible Gambling Policy? If so, did you complete that step?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.