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Hello, unfortunately I have to complain. I had myself blocked from the aforementioned casino, and this was done. However, I then started receiving advertising via email and text message. As is typical for someone with gambling problems, the trigger worked, and I was able to log back in. After the bonus was used up, I naturally deposited again, as I was caught in the cycle once more. Despite my multiple complaint emails, the account was closed again. The deposits, which shouldn't have been possible in the first place, were not refunded despite my requests. Furthermore, I never agreed to receive advertising emails, but they don't seem to care.

Hallo, leider muss ich mich hier beschweren. Ich habe mich in dem genannten Casino sperren lassen. Dies war auch geschehen. Doch dann bekam ich per Email und Sms wieder Werbung. Und wie es bei eine Person mit Spielproblemen ist, war der Trigger erfolgreich und ich konnte mich wieder einloggen und nachdem der Bonus verbraucht war, wurde natürlich wieder eingezahlt, da man wieder in der Spirale drin war. Auf meine mehrereb Beschwerde Emails hin wurde der Account abermals geschlossen. Die Einzahlungen die eigentlich nicht möglich gewesen sein könnten wurden aber trotz Aufforderung nicht erstattet. Und davon abgesehen habe ich Werbeemails nie zugestimmt, interessiert von denen aber niemanden.

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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.

• When was the first time you requested your account to be blocked? Please forward the account closure request you sent to the casino, along with the casino’s response, to veronika.f@casino.guru.
• When exactly was your account reopened? Did you request the reopening yourself, or were you able to access your account without any action from your side?
• Has the casino informed you about a refund of your lost deposits?

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