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Good day,

I first requested self-exclusion from the aforementioned online casino via email on May 23rd at approximately 10:00 AM – for my own protection due to my gambling addiction. I stated the reason. I sent another email on May 26th.

Since then, I have been able to deposit a further €900, which I would like to have refunded, as the self-protection measures were not observed.

I have currently requested a payout of €500. This results in a difference of €400.

I request payment of the €500, immediate self-exclusion, and a refund of the difference of €400.

Furthermore, I must inform you that I had my player account blocked back in 2023 for my own protection. However, it was reopened without my request, and I received advertising again, which led me to play with that provider again.

I would be very grateful for your help. Thank you so much!

Guten Tag,

bei dem oben genannten Online Casino habe ich am 23.05 um ca. 10:00 Uhr erstmalig einen Selbstausschluss per Mail beantragt - zum Selbstschutz, aufgrund meiner Spielsucht. Den Grund habe ich angegeben. Nochmals habe ich am 26.05. eine Mail geschickt.

Ich konnte seitdem weitere 900€ einzahlen welche ich zurückerstattet haben möchte, da der Selbstschutz nicht eingehalten wurde.

Aktuell habe ich 500€ zur Auszahlung beantragt. Somit ergibt sich eine Differenz von 400€

Ich wünsche die Auszahlung der 500€, sofortigen Selbstausschluss, sowie eine Rückerstattung der Differenz von 400€

Zudem muss ich mitteilen, dass ich bereits 2023 mein Spielerkonto habe sperren lassen, um mich zu schützen. Dieses wurde allerdings ohne meinen Wunsch nun wieder geöffnet und ich habe wieder Werbung erhalten, sodass ich wieder bei dem Anbieter gespielt habe.

Ich wäre Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

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Dear Jason12,

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

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Do you have complete access to your account, or is it restricted in any way?
• Could you please forward all self-exclusion request emails, along with the casino's response? My email address is jean.s@casino.guru.
• Did you send the request from your registered email address linked to your casino account?
• Could you please post a screenshot of your deposit history from May 23 to present?

Your cooperation in providing these details will help us investigate and work towards a resolution. I look forward to your reply.

Best regards,

Jean