MonsterWin Casino - Pelaajan tili on suljettu, mutta varat ovat menetetty.

Good evening, I have faced a serious problem with monsterwin casino, as you will see in the screenshots below. A few months ago I requested the permanent closure of my account due to addiction. People bothered me a lot until they closed it. I asked for it more than 3 times. Now, a few days ago, they allowed me to play again without approval to open the account, resulting in me losing a large amount of about 650 euros again. I never asked for it to be reopened. They have really violated every term, every law, in order to make money. I am requesting an immediate refund of the amount, otherwise I will take legal action. I have contacted their team and within a day, without even taking the time to examine it, they replied that they are not responsible for the loss. It is really sad.

I have sent you proof that clearly states the dates that I requested a permanent exclusion many times and it was not respected and below is a photo that proves that I was able to play again these days, my account was closed yesterday fortunately but the damage has been done. I am ready to forward the e-mails to you. The casino shows incredible irresponsibility after the mistake it made and does not even take responsibility. People really need to see this so they do not trust such casinos, thank you very much.

Καλησπέρα εχω αντιμετωπίσει ενα σοβαρό πρόβλημα με το monsterwin casino όπως θα δείτε και στα παρακάτω screenshots πριν κάποιους μήνες ειχα ζητήσει οριστικό κλείσιμο του λογαριασμού μου λόγο εθισμού,οι άνθρωποι με ταλαιπωρησαν πολυ μεχρι να το κλείσουν το ζήτησα πάνω απο 3 φορές,τώρα μερικές πριν μέρες μου επέτρεψαν να παίξω ξανά χωρίς την έγκριση για να ανοίξει ο λογαριασμός με αποτέλεσμα να χάσω πάλι ενα μεγαλο ποσο περιπου 650 ευρώ, ουδέποτε εγω ζήτησα να ανοίξει ξανά πραγματικά έχουν παραβιάσει καθε όρο καθε νόμο ώστε να βγάλουν χρήματα ζητώ άμεση επιστροφή του ποσού διαφορετικά θα κινηθώ νομικά,εχω επικοινωνήσει με την ομάδα τούς και μέσα σε μια μέρα χωρίς καν να πάρουν χρονο να το εξετάσουν μου απάντησαν οτι δεν ευθύνονται για την απώλεια πραγματικά ειναι λυπηρό.

Σας έχω στείλει αποδείξεις λεει ξεκάθαρα τις ημερομηνίες που αιτηθηκα οριστικό αποκλεισμό πολλές φορές και δεν τηρήθηκε και κατω μια φώτο που αποδεικνύει οτι μπορούσα να ξαναπαίξω αυτές τις μέρες,ο λογαριασμός μου εχει κλεισει χτες ευτυχώς αλλα η ζημιά εχει γίνει.ειμαι έτοιμος να σας τα προωθήσω κιόλας τα e mails.το καζίνο δείχνει απίστευτη ανευθυνότητα μετα απο το λάθος που έκανε και δεν αναλαμβάνει καν την ευθύνη πραγματικά αυτά πρέπει να τα βλέπουν ο κόσμος να μην εμπιστευονται τέτοια καζίνο,ευχαριστώ πολυ

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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.

• Could you please forward me the original self-exclusion request that you sent to the casino, along with the casino's confirmation that your account was closed? Please forward the original email threads rather than screenshots. My email address is veronika.f@casino.guru. Kindly include the evidence regarding the reopening of your account as well.
• How did you become aware that your account had been reopened?

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