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Unfortunately, I had a rather negative experience with an online casino.

At the beginning of 2025, I requested self-exclusion and clearly stated that I had problems with gambling. The account was initially confirmed to be blocked.

Some time later, my account was reopened and I even received bonus offers, which tempted me to gamble again. In the end, I lost €515 as a result.

In my opinion, this is a clear violation of player protection laws. Anyone who admits to having a problem should not be actively recruited back.

I need help.

Ich habe leider eine ziemlich negative Erfahrung mit einem Online-Casino gemacht.

Ich hatte Anfang 2025 einen Selbstausschluss beantragt und dabei auch klar angegeben, dass ich Probleme mit dem Spielen habe. Das Konto wurde zunächst bestätigt gesperrt.

Einige Zeit später wurde mein Konto jedoch wieder geöffnet und ich habe sogar Bonusangebote erhalten, die mich erneut zum Spielen gebracht haben. Am Ende habe ich dadurch 515 € verloren.

Für mich ist das ein klarer Verstoß gegen Spielerschutz. Wer einmal angibt, dass er ein Problem hat, sollte nicht aktiv zurückgeworben werden.

Ich bitte um Hilfe.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the entire email thread from last year, when you requested self-exclusion from this casino, to veronika.f@casino.guru?
• Did the casino specify the duration of your self-exclusion?
• When exactly was your account reopened? Was it reopened automatically, or did you contact the casino to request reopening?
• When was the last time you accessed your casino account?
• Is your account currently closed, or are you still able to access it?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika