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The €2000 is just an estimate; it's probably much more, but I would have to calculate that.

My question is, could I sue for a refund if I repeatedly tried to self-exclude and was always put off, allowing me to continue playing despite drawing attention to my gambling problem? I was banned once for eight weeks, and I believe I was able to play again even before that. Otherwise, I was just given the runaround. This happened with two different providers.

Die 2000€ sind nur geschätzt es sind wahrscheinlich viel mehr aber das müsste ich berechnen.

meine Frage ist könnte ich mein Geld zurück klagen wenn ich mehrmals mich sperren wollte und immer vertröstet wurde und weiter spielen konnte trotz aufmerksam machen auf mein spiel Problem 1 mal wurde ich gesperrt für 8wochen und ich glaube ich konnte schon davor wieder spielen ansonsten nur vertröstet habe 2 Anbieter wo das passiert ist

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Dear NeO21,

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).

I have reviewed the screenshots you submitted with your complaint, and I can see that you mentioned gambling problems in your message from 21 May. Have you disclosed any gambling-related issues in any of your account closure requests before that date?

Also, could you please forward me the original email conversations between you and the casino's customer support regarding your account closure requests? How did the casino respond to your email from 21 May?

You can send all relevant communication to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear NeO21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru