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I had myself permanently banned from this casino, and after I requested that my ban be lifted, they did so. Afterwards, I deposited €4,800 and lost it all. Although I had withdrawals scheduled, I canceled them and continued playing. If the casino hadn't lifted my ban, even though I had requested it permanently, I wouldn't have been able to play. Furthermore, I'd like to point out that I've already banned myself twice, and to this day I haven't had to complete any KCY verification, even though I deposited and lost €15,000 within two months. That's not normal.

Ich habe mich bei diesem Casino permanent sperren lassen und nach meiner Bitte meine Sperre aufzuheben haben diese es getan und danach habe ich 4800 Euro eingezahlt und verloren obwohl ich Auszahlungen hatte habe ich diese storniert und weiter gespielt. Hätte das Casino meine Sperre nicht aufgehoben obwohl ich mich für immer sperren lassen habe hätte ich nicht spielen können. Außerdem möchte ich anmerken lassen dass ich mich schon zwei mal Sperren lassen habe und bis heute musste ich keine KCY Verifizierung abschließen obwohl ich innerhalb von 2 Monaten 15000 Euro eingezahlt habe und verloren habe dass ist doch nicht normal

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Dear Ahmet17,

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).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika