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On June 4th, I wrote to the casino, stating, "As I fear I am becoming addicted to gambling, I would like to request that you block my account and refrain from contacting me further." On June 8th, the casino confirmed the account blocking. On August 22nd, I received an email stating that a €50 bonus had been credited to my account. I was able to log in and play again. Unfortunately, I then started gambling again and deposited my own money. I would like that money back.

Am 4.6. habe ich dem Casino geschrieben, "da ich befürchte spielsüchtig zu werden, möchte ich sie hiermit bitten, mein Konto zu sperren und mich nicht mehr zu kontaktieren. " Am 8.6. wurde die Sperrung des Kontos vom Casino bestätigt. Am 22.8. bekam ich eine Mail, dass ein Bonus von 50 Euro meinem Konto gutgeschrieben wurde. Ich konnte mich wieder einloggen und spielen. Dann habe ich leider wieder gespielt und auch wieder eigenes Geld eingezahlt. Das Geld möchte ich wieder zurück haben.

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Dear jetsiadax,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Self-exclusion request: You can contact the Support Service Team via e-mail at support@playio.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

For questions or problems related to gambling, you need to contact one of the organizations listed below."

To better understand your case, could you please clarify a few points?

• Could you please clarify whether you logged in to the same casino account that you had previously requested to be self-excluded from, using the same login credentials and personal information?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.