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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.

No, I haven't deposited anything there anymore.

My main concern is that they didn't close my account before and acted negligently even though I requested it twice. I was only blocked on the third attempt.

nein ich habe da nichts mehr eingezahlt.

Mir gehts eher darum, dass die davor mein Konto nicht geschlossen haben und fahrlässig gehabdelt haben obwohl ich 2 mal darum gebeten habe. Erst beim dritten versuch wurde ich gesperrt

Dear Dini,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player clearly states a gambling problem, is the essential evidence that each player must provide in order for us to proceed with a case like this.

Additionally, based on the information available, the only mention of gambling-related problems was dated March 3 in the live chat, after which the casino proceeded to close the account, and no further deposits were made.

Please also note that wording such as "account closure" does not automatically imply responsible gambling concerns. Casinos are generally not obliged to close accounts on this basis unless a clear request for self-exclusion due to gambling problems has been made.

Since you do not have sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.