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I asked the casino to close my account on January 31st. They didn't do it.

On February 25th, I asked them again to close my account. They didn't do it.

My account was only closed on March 3rd, after you had already extracted approximately €2500 from me.

The screenshots contain all live support messages (the casino reactivated my account directly today), the deposits, and the emails regarding account reactivation.

Since I can only submit 5 screenshots, I'll start with the live support conversation.

ich habe am 31.01 das casino gebeten meinen account zu schliessen. haben sie nicht gemacht.

Am 25.02 dann noch einmal gebeten meinen account zu schliessen. haben sie nicht gemacht.

erst am 03.03 wurde mein account geschlossen nachdem Sie noch circa 2500€ aus mir geholt haben.

In den Screenshots sind alle Live Support Nachrichten ( Das Casino hat mir heute meinen Account direkt reaktiviert) und die deposits und die emails zum account reaktivierung

Da ich nur 5 screens einreichen kann mache ich erstmal die live support unterhaltung

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Dear Dini,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

I sent everything by email

greetings

ich habe alles per mail gesendet

grüsse

Dear Dini, thank you for your response. Could you please confirm whether you have stated any gambling related issues to the casino? Additionally, could you please confirm whether you currently still have access to your account?

Thank you in advance for your response.

As I said, my account was only blocked after the third request.

They unlocked my account immediately after asking once, but I haven't played since.

Mein konto wurde wie gesagt nach dem 3 ersuchen erst gesperrt.

Dann haben die mein Konto nach einmal fragen direkt wieder entsperrt aber ich hab seit dem nicht gespielt

Dear Dini,

Thank you for your response. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Based on the information I have reviewed, the only reference to gambling addiction I could locate dates back to March 3rd, which was followed by the closure of your account. Could you kindly confirm whether you still have access to your account?

Thank you in advance for your response.

I wrote to them on March 3rd that I am addicted to gambling.

However, I had previously written twice asking them to close my account, and they ignored me.

Ich habe am 3 März denen geschrieben dass ich spielsüchtig bin.

Jedoch habe ich davor 2 mal geschrieben dass sie mein konto schliessen sollen und darauf wurde nicht eingefangen.

Dear Dini, thank you for your response. You previously stated that the casino unlocked your account immediately after your reopening request. Could you kindly clarify whether this occurred before or after your self-exclusion request submitted on March 3? Furthermore, could you please specify the exact date on which the casino closed your account following your third request?

Thank you in advance for your reply.

After my account was blocked (after the third request), they unblocked it after a brief request on March 16th.

nachdem mein Konto gesperrt wurde (nach der 3 aufforderung) haben diese mein Konto entsperrt nach einer kurzen bitte am 16.03

Dear Dini, thank you for your response. Could you kindly confirm if any deposits have been made since your request on March 3rd? Additionally, could you please confirm whether you currently still have access to your account?

Thank you for your patience and cooperation.