Ruhtinas Casino - Pelaajan tilin sulkemispyyntöä ei huomioitu.

Hello,

I requested that my account be closed and expressed clear concerns about my gambling and large losses in several messages. Despite this, my request for closure was not implemented immediately, and my gambling was allowed to continue.

Your messages from Ruhtinas Casino indicate that:

you were aware of the very high volume of play

you identified significant loss periods

you knew that active gaming had continued for a short period of time

and you admitted to giving out bonuses of around €3,000 during losing periods.

Additionally, I was sent messages talking about "game variation", RTP and offering more bonuses to "brighten up the morning" when I had already expressed my concerns about my gambling and requested to close my account.

I consider it very serious that instead of taking responsible gambling measures, the continuation of gambling was supported with bonuses and marketing.

My gaming volumes have been exceptional:

previous approx. €13,800

later about €3,700

Based on these events, I believe that the obligation to gamble responsibly was not properly observed and my blocking request was not handled appropriately.

Refunds and information about why gambling was allowed to continue after risk signals

as well as compensation for losses incurred after the closure request and my messages of concern.

I request that this be handled as a breach of responsible gaming obligations and that the message threads and gaming history be submitted for review. The request came from the bank, so the risks have been taken into account there and the seriousness of the situation is met in their opinion.

In addition, I have previously requested my gaming history for the bank, which should have been a clear additional signal of the seriousness of my situation and financial burden.

I am also a VIP customer, which makes the situation even more problematic from a responsible gambling perspective. At no point were I given effective restrictions or offered any concrete protective measures, even though my gambling volume and losses were clearly exceptional and the casino knew this because we communicated via email.

Hei,

Pyysin pelitilini sulkemista ja ilmaisin useissa viesteissäni selkeää huolta pelaamisestani sekä suurista tappioistani. Tästä huolimatta sulkupyyntöäni ei toteutettu viipymättä, vaan pelaamiseni annettiin jatkua.

Ruhtinas casinon viesteistänne käy ilmi, että:

olitte tietoisia erittäin korkeasta pelivolyymista

tunnistitte merkittävät tappiojaksot

tiesitte aktiivisen pelaamisen jatkuneen lyhyessä ajassa

sekä myönsitte antaneenne noin €3 000 bonuksia tappiojaksojen aikana.

Lisäksi minulle lähetettiin viestejä, joissa puhuttiin "pelivaihtelusta", RTP:stä sekä tarjottiin lisää bonuksia "piristämään aamua" tilanteessa, jossa olin jo ilmaissut huoleni pelaamisesta ja pyytänyt tilin sulkemista.

Pidän erittäin vakavana sitä, että vastuullisen pelaamisen toimenpiteiden sijaan pelaamisen jatkumista tuettiin bonuksilla ja markkinoinnilla.

Pelaamiseni määrät ovat olleet poikkeuksellisia:

aiempi noin €13 800

myöhempi noin €3 700

Näiden tapahtumien perusteella katson, että vastuullisen pelaamisen velvollisuutta ei noudatettu asianmukaisesti eikä sulkupyyntöäni käsitelty tilanteen edellyttämällä tavalla.

Hyvitystä ja tietoa siitä, miksi pelaamisen annettiin jatkua riskisignaalien jälkeen

sekä hyvitystä sulkupyynnön ja huoliviestieni jälkeen syntyneistä tappioista.

Pyydän tätä käsiteltäväksi vastuullisen pelaamisen velvoitteiden laiminlyöntinä sekä toimittamaan viestiketjut ja pelihistorian arvioitavaksi. Pyyntö tuli pankilta, joten riskit ovat otettu huomioon siellä ja tilanteen vakavuus täyttyy heidän mielestään.

Lisäksi olen aiemmin pyytänyt pelihistoriaani pankkia varten, minkä olisi tullut olla selkeä lisäsignaali tilanteeni vakavuudesta ja taloudellisesta kuormituksesta.

Kuulun myös VIP-asiakasryhmään, mikä tekee tilanteesta entistä ongelmallisemman vastuullisen pelaamisen näkökulmasta. Minulle ei missään vaiheessa asetettu tehokkaita rajoituksia tai tarjottu konkreettisia suojaavia toimenpiteitä, vaikka pelaamiseni määrä ja tappiot olivat selvästi poikkeuksellisia ja kasino tästä tiesi koska kävimme viestittelyä sähköpostitse.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Ruhtinas Casino.. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether you currently still have access to your account?
• Could you please confirm when have you first expressed gambling-related concerns to the casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Annukkapa,

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.

Hi, I have sent this information to your email!

Hei, olen laittanut nämä tiedot sähköpostiisi!

Hello,

Thank you for the evidence you have provided.

Could you please forward your self-exclusion request directly, rather than as screen recordings? This will allow us to review the information more clearly and efficiently.

Please only send the specific messages where gambling-related issues or concerns were communicated.

Additionally, could you please confirm the exact date when the casino closed your account?

Thank you in advance for your cooperation.

Dear Player,

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.

Hello,

Have I put these for you?

Hei,

olen laittanut nämä teille?

Thank you for your response.

I would like to kindly clarify that we are specifically asking for the exact text of your self-exclusion / gambling concern request, not screen recordings or screenshots. Please forward the original email where you clearly stated gambling-related concerns.

Additionally, could you please confirm the exact date when the casino closed your account?

Thank you in advance for your cooperation.

Dear Player,

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.

Hey, have these been sent to your email? Could you please just handle the matter? And read the emails

Hei nämä on laitettu teille sähköpostiin? Voisitteko vaan käsitellä asian? Ja lukea sähköpostit

Hello Annukkapa,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok

Dear Player,

Thank you for providing the additional information and for your patience throughout the complaint process.

After carefully reviewing the evidence you submitted, I regret to inform you that we are unable to assist you further in this case.

Although you expressed dissatisfaction with your gambling results and requested that your account be closed, the communication provided does not show that you explicitly informed the casino that you were experiencing gambling problems or requested self-exclusion due to gambling addiction or loss of control. Under our policy, casinos are only expected to apply responsible gambling measures when gambling-related issues are clearly communicated.

As we are unable to establish that a valid self-exclusion request due to gambling problems was submitted and subsequently ignored by the casino, we cannot hold the casino responsible for the losses incurred or request a refund on your behalf.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

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