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Dear Casino Guru Team,

I request your assistance in a serious case involving an online casino.

I repeatedly and explicitly requested that support close my account. I received email confirmation that my account had been closed or blocked. However, I still had unrestricted access to my account and was able to continue playing.

Furthermore, despite my clearly expressed wish to be banned, I continued to be actively contacted by the VIP manager and encouraged to continue playing.

In my view, this represents a significant failure in the area of ​​player protection. My request for self-exclusion was not respected, and despite confirmation to the contrary, I was still encouraged to play.

I therefore demand:

- the immediate and permanent blocking of my account

- a comprehensive investigation into this incident

- the reimbursement of all losses incurred after my initial blocking request

Furthermore, I request an investigation into whether my previous losses were also related to inadequate security measures, targeted VIP marketing, and a lack of intervention on the part of the casino. If so, I believe a more substantial refund is justified.

I can provide all relevant evidence, including email confirmations and communication histories.

Thank you for your support.

Best regards,

**** Martin

Sehr geehrtes Casino Guru Team,

ich bitte um Ihre Unterstützung in einem schwerwiegenden Fall mit einem Online-Casino.

Ich habe den Support mehrfach ausdrücklich darum gebeten, mein Konto zu sperren. Mir wurde per E-Mail bestätigt, dass mein Konto geschlossen bzw. gesperrt wurde. Dennoch hatte ich weiterhin uneingeschränkten Zugriff auf mein Konto und konnte weiterhin spielen.

Darüber hinaus wurde ich trotz meines klar geäußerten Sperrwunsches weiterhin aktiv vom VIP-Manager kontaktiert und zum Weiterspielen animiert.

Aus meiner Sicht stellt dies ein erhebliches Versagen im Bereich Spielerschutz dar. Mein Wunsch nach Selbstsperre wurde nicht respektiert und ich wurde trotz gegenteiliger Bestätigung weiterhin zum Spielen motiviert.

Ich fordere daher:

- die sofortige und endgültige Sperrung meines Kontos

- eine umfassende Untersuchung dieses Vorfalls

- die Rückerstattung sämtlicher Verluste, die nach meiner ersten Sperranfrage entstanden sind

Darüber hinaus bitte ich um Prüfung, ob auch meine vorherigen Verluste im Zusammenhang mit unzureichenden Schutzmaßnahmen, gezielter VIP-Ansprache und fehlender Intervention seitens des Casinos stehen. In diesem Fall halte ich auch eine weitergehende Rückerstattung für gerechtfertigt.

Ich kann alle relevanten Nachweise, einschließlich E-Mail-Bestätigungen und Kommunikationsverläufe, zur Verfügung stellen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen,

**** Martin

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Dear Ticktack;

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).

Please allow me to ask you questions to better understand the situation:

• 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

Dear Ticktack,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru