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On March 17, I asked the casino several times to close my account. I was told that this was not possible via support and was given an email address.

I then sent the casino a short email asking them to delete my account. Unfortunately, they didn't respond and I was told that they wanted to send me a package of sweets as a token of appreciation and that I couldn't delete my account because otherwise I wouldn't receive my gift.

It is clear from my gaming behavior that I am addicted to gaming and no consideration was given to this.

I then made several deposits totaling €4,500 and lost it all.

I request a refund of my deposits and the deletion of my account

Ich habe am 17.03 das Casino mehrmals drum gebeten mein Account zu schließen, mir wurde darauf hin mittgeteit, dass dies über dem Support nicht möglich sei und mir wurde eine Emailadresse genannt.

darauf hin habe ich dem Casino per email eine kurze email geschickt mit der Bitte mein Account zu löschen, leider wurde darauf nicht reagiert und mir wurde mitgeteilt , dass man mir ein Paket mit Süßigkeiten nachhause zukommen lassen möchte als „ Wertschätzung „ und ich mein Account deswegen nicht löschen könne, da ich sonst mein Geschenk nicht erhalten würde.

Man merkt durchaus das durch mein spielverhalten, dass ich spielsücjtig bin und darauf wurde keine Rücksicht genommen.

Ich habe darauf hin mehrere Einzahlungen in höhe von 4.500€ getätigt und auch komplett verloren .

Ich fordere meine Einzahlungen zurückerstattet und die Löschung meines accounts

Dear Suki21,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Hello Dominika,

I'm well aware of that. I've informed my VIP manager several times that I want to close my account due to numerous losses. This clearly indicates a gambling problem.

But the support doesn't care at all and you are constantly "distracted" with rewards, which then lead to further deposits.

I'm attaching the evidence from the chat. You can see that, despite my description of the problem, I was advised not to close my account! Otherwise, I wouldn't receive the gift.

Only after I requested my deposits back was my account closed on 23.03 (self-exclusion)

I've actually deposited €8,650 since I applied. However, since the casino needs a few days to process my request, I'm requesting my €4,500, which I deposited on March 22nd.

Hallo Dominika,

das ist mir durchaus bewusst. Ich habe mein VIP Manager mehrmals mitgeteilt , dass ich aufgrund viele Verluste mein Konto schließen möchte. Dies deutet eindeutig auf Ein Spielproblem.

dies ist aber dem Support völlig egal und man wird ständig mit Belohnungen „ abgelenkt „ worauf dann weitere Einzahlungen erfolgen.

Ich füge Dir hier die Nachweise von dem Chat . Man sieht hier das man mir trotz Schilderung des Problems davon abgeraten wird mein Konto zu schließen !!! Da ist sonst das Geschenk nicht erhalten würde.

Erstnachdem ich meine Einzahlungen zurückgefordert habe, wurde mein Account am 23.03 geschlossen ( selbstausschluss )

tatsächlich habe ich seit meine Beantragung 8.650€ eingezahlt . Da aber das Casino ein paar Tage für die Bearbeitung benötigt, fordere ich meine 4.500€ die ich am 22.03 getätigt habe.

The casino claims that the deletion was no longer valid after I accepted the bonus, but I asked the casino to delete it immediately after I lost the bonus.

The strange thing here is that it is the same person via email and WhatsApp and claims that I simply accepted it.

Das Casino behauptet,dass die Löschung hinfällig war nach dem ich das Bonus angenommen habe, aber ich habe direkt nach dem ich das Bonus auch verspielt das Casino drum gebeten die Löschung durchzuführen.

das kuriose hier ist , es handelt sich um die selbe Person sowohl per Email als auch per WhatsApp und behauptet ich hätte es einfach so hingenommen.

Dear Suki21, has your casino account been closed or not?

As mentioned above, the account was closed on March 23rd, after which I contacted the manager and requested a refund of my deposits.

but my deposits were not refunded.

Das Account wurde wie oben bereits erwähnt am 23.03 geschlossen, nach dem ich Manager kontaktiert habe und meine Einzahlungen zurück gefordert habe.

aber meine Einzahlungen wurde nichts zurückerstattet.

Dear Suki21,

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

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.